Service Desk Manager

Patriot Talent Solutions; Oak Ridge (TN); On-site; USD 110,000 - 140,000; Full time

Job summary

Patriot Talent Solutions in Oak Ridge, TN is seeking an experienced IT Service Desk Manager to lead and mature enterprise service desk operations on-site five days per week. This direct-hire role requires a strong IT leadership background, with a focus on delivering reliable desktop, server, network, and cloud support.

The ideal candidate will bring 10+ years in IT, including five years in service desk management, and will oversee incident management, metrics, and staff development in a

Qualifications

• Bachelor’s degree in computer science, information technology, or a related technical discipline.
• At least 10 years of IT experience within a mid-sized or large enterprise environment.
• At least five years of experience managing an IT Service Desk.
• Experience managing incident and service request processes, ticket queues, service levels, and operational metrics.
• Demonstrated experience leading, coaching, and developing technical support professionals.
• U.S. citizenship.

Responsibilities

• Lead the daily delivery of incident and service request management across on-premises and cloud-based environments.
• Oversee the day-to-day activities of the IT Service Desk team.
• Coordinate the identification, prioritization, escalation, and resolution of incidents and service requests.
• Ensure Service Desk activities are properly monitored, documented, tracked, and resolved.
• Monitor ticket workflows, service levels, queue health, knowledge management, and team performance.
• Support daily local area network operations to help maintain the availability and reliability of servers, printers, computers, and connected devices.
• Promote ITIL-aligned service management practices and consistent service delivery.

Skills

Leadership

Coaching

Communication

Troubleshooting

Documentation

Analytical

Education

Bachelor's degree in CS/IT

Tools

Microsoft 365

Azure

Job description

Oak Ridge, TN | IT Service Desk Manager | Full-time

We are actively recruiting an IT Service Desk Manager for our client in Oak Ridge, Tennessee. This is a full-time, direct-hire opportunity that will require working on-site in Oak Ridge five days per week. This is an excellent opportunity for an experienced IT leader to oversee enterprise service desk operations, develop a high-performing support team, and improve IT service delivery across on-premises and cloud environments. Candidates must have at least 10 years of enterprise IT experience, including five years of IT Service Desk management experience.

Due to client request, candidates must be eligible to work in the United States without sponsorship. This position also requires U.S. citizenship and the ability to obtain and maintain a government security clearance.

Responsibilities

Service Desk Operations

• Lead the daily delivery of incident and service request management across on-premises and cloud-based environments.


• Oversee the day-to-day activities of the IT Service Desk team.


• Coordinate the identification, prioritization, escalation, and resolution of incidents and service requests.


• Ensure Service Desk activities are properly monitored, documented, tracked, and resolved.


• Monitor ticket workflows, service levels, queue health, knowledge management, and team performance.


• Support daily local area network operations to help maintain the availability and reliability of servers, printers, computers, and connected devices.


• Promote ITIL-aligned service management practices and consistent service delivery.

Team Leadership and Development

• Provide leadership, training, coaching, and professional development for Service Desk team members.


• Support personnel selection, retention, performance objectives, and employee evaluations.


• Establish clear expectations and accountability for individual and team performance.


• Mentor junior team members and encourage knowledge sharing across the organization.

User Support and Escalation Management

• Serve as a primary escalation point for end-user desktop, server, and network support needs.


• Provide second-level technical support for escalated incidents, outages, and performance concerns.


• Coordinate with technical teams to restore services and minimize business disruption.


• Maintain a user-focused approach to service quality and issue resolution.

Reporting and Performance Metrics

• Prepare, analyze, and present Service Desk reports and operational metrics to IT leadership.


• Monitor service-level performance, user satisfaction, ticket trends, and queue health.


• Use data and trend analysis to reduce repeat incidents and improve first-contact resolution.


• Identify opportunities to improve operational efficiency, service quality, and the end-user experience.

Infrastructure and Network Support

• Support the monitoring, testing, and troubleshooting of virtual and physical network environments.


• Coordinate and schedule hardware and software repairs.


• Report on network health to support optimization and capacity-planning activities.


• Partner with infrastructure teams to maintain service continuity and support standard technology changes.

Policy, Compliance, and Budget Support

• Ensure Service Desk operations comply with applicable organizational policies and procedures.


• Maintain accurate, audit-ready operational records and documentation.


• Provide information and supporting documentation for annual IT audits and compliance activities.


• Assist with budget preparation, monitor variances, and report discrepancies to IT leadership.


• Collaborate with infrastructure and cybersecurity teams to support operational and compliance requirements.

Projects and Continuous Improvement

• Participate in the planning, design, and implementation of IT projects.


• Support standard changes across infrastructure, cybersecurity, and end-user technology environments.


• Identify and implement improvements to Service Desk processes, tools, documentation, and workflows.


• Perform other duties as assigned.

Required Qualifications

• Bachelor’s degree in computer science, information technology, or a related technical discipline.


• At least 10 years of IT experience within a mid-sized or large enterprise environment.


• At least five years of experience managing an IT Service Desk.


• Experience managing incident and service request processes, ticket queues, service levels, and operational metrics.


• Demonstrated experience leading, coaching, and developing technical support professionals.


• Experience supporting desktop, server, network, and cloud-based technologies.


• Strong analytical, troubleshooting, documentation, and communication skills.


• U.S. citizenship.


• Ability to obtain and maintain a government security clearance.

Preferred Qualifications

• ITIL 4 Foundation certification.


• Knowledge of NIST standards, including NIST Special Publication 800-171.


• Experience supporting Microsoft 365 and Azure environments.


• Familiarity with audit preparation, compliance documentation, service continuity, and capacity planning.


• Experience using operational metrics and trend analysis to improve service delivery and first-contact resolution.

Equal Opportunity Employer/Veterans/Disabled