Service Desk Manager

IntePros; Wilmington (DE); On-site; USD 85,000 - 110,000; Full time

Job summary

A leading company in IT Services is seeking a Service Desk Manager in Wilmington, DE. This role involves leading IT support operations, managing a team of technicians, and collaborating with international teams. The ideal candidate will have extensive experience in IT service management and strong leadership skills. Join a dynamic environment focused on improving service desk processes and enhancing customer experience.

Qualifications

• 5+ years in IT service management; 2+ years in leadership.
• Strong ITIL knowledge; ITIL certification preferred.

Responsibilities

• Lead and coach support technicians; manage staffing and performance.
• Oversee incident, problem, change, and knowledge management.
• Track KPIs using ServiceNow; generate insights and reports.

Skills

Leadership

Communication

Analytical

Stakeholder Management

Education

Bachelor’s degree in IT

Tools

ServiceNow

Job description

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Direct message the job poster from IntePros

IntePros is seeking a Service Desk Manager to lead IT support operations for a global enterprise, requiring 2 days per week on-site in Wilmington, DE. This individual will manage a team of Level 1.5 technicians, coordinate with a regional managed service provider, and collaborate with international teams, particularly in the Asia Pacific region.

Key Responsibilities:

1. Team Leadership: Lead and coach support technicians; manage staffing, performance, and development.
2. ITSM Excellence: Oversee incident, problem, change, and knowledge management; analyze trends to improve resolution times and customer experience.
3. Performance & Reporting: Track KPIs using ServiceNow; generate insights and present performance reports.
4. Stakeholder Engagement: Serve as liaison for regional users; align support with business needs; collaborate with global IT leadership.
5. Strategic Initiatives: Improve service desk processes; evaluate tools and technologies; manage priorities, projects, and risks.

Qualifications:

• Bachelor’s degree in IT or related field (or equivalent experience)
• 5+ years in IT service management; 2+ years in leadership
• Ability to manage internal teams and external vendors
• Strong ITIL knowledge; ITIL certification preferred
• Proficiency in ITSM tools (e.g., ServiceNow)
• Excellent communication, analytical, and stakeholder management skills

Preferred:

• Experience in regional/multi-site environments
• Familiarity with ITIL processes (Incident, Problem, Change Management)

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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