Service Desk Manager, Information Technology

ZipRecruiter; Washington (District of Columbia); On-site; USD 75,000 - 90,000; Full time

Job summary

A leading company is seeking a Service Desk Manager to oversee a small team and ensure high-quality technical support. This role involves managing operations, enhancing customer satisfaction, and implementing performance metrics. The ideal candidate will have a Bachelor's degree, relevant certifications, and at least 3 years of experience in IT leadership.

Benefits

Health insurance

Vision insurance

Dental insurance

Retirement plans

Generous PTO

Parental leave

Qualifications

• At least 3 years of technical experience with leadership or supervisory roles.
• Experience supporting systems in Azure/Microsoft Office 365 environment.
• Excellent verbal and written skills for technical and non-technical audiences.

Responsibilities

• Oversee Service Desk team, managing day-to-day operations.
• Coordinate and triage high-priority support issues.
• Develop and document Service Desk procedures and processes.

Skills

Communication

Troubleshooting

Technical Skills

Analytical Skills

Education

Bachelor’s degree in a related field

Relevant technical certifications (Microsoft Office 365/Azure administration, ITIL V3 or V4)

Tools

Active Directory

Microsoft Office 365

Azure

Apple operating systems

Teams

SharePoint

Job description

Job Description

Title: Service Desk Manager, Information Technology

Reports to: Director, Information Technology

Job Summary:

The Service Desk Manager plays a crucial role in fostering positive customer interactions through excellent communication skills, a professional demeanor, and meeting the unique needs of a varied internal customer base. This individual oversees a small Service Desk team, managing day-to-day operations and providing tier 1 and 2 technical support to ensure high-quality customer service. The Service Desk Manager mentors and continuously improves the Service Desk team and enhances the overall effectiveness of the Service Desk, ensuring high levels of customer satisfaction and operational efficiency.

Job Duties:

1. Coordinate and triage high-priority and complicated support issues to ensure timely resolution.
2. Develop and document Service Desk procedures and processes to ensure issue resolution with appropriate urgency, root cause analysis, integration of learnings into documentation, customer service prioritization, and proper data collection.
3. Implement a framework for daily performance monitoring, metrics, and benchmarks to drive continuous improvement.
4. Use ticket metrics and survey feedback to monitor and report Service Desk performance, highlighting areas for improvement.
5. Enforce Service Desk policies and procedures to ensure compliance with organizational standards.
6. Lead staff onboarding and offboarding, ensuring consistent, exceptional customer service.
7. Manage the IT Asset Management process for accurate inventory and resource utilization.
8. Create and maintain process maps and knowledge base documentation for efficient service delivery.
9. Supervise the Service Desk team, including scheduling and after-hours availability.
10. Coordinate backup support for Audio Visual team during virtual meetings and events as needed.

Qualifications:

• Education: Bachelor’s degree in a related field or equivalent experience. Relevant technical certifications such as Microsoft Office 365/Azure administration and ITIL (V3 or V4).
• Experience: At least 3 years of technical experience with leadership or supervisory roles.
• Experience supporting systems in Azure/Microsoft Office 365 environment, including Windows, Mac OS, and mobile devices.
• Experience in Asset and Incident Management.
• Communication: Excellent verbal and written skills for technical and non-technical audiences.
• Technology: Proficiency with Microsoft and Apple operating systems, Active Directory, Entra ID, Teams, and SharePoint.

Other Requirements:

• Support the Heritage mission and departmental goals.
• Strong troubleshooting, technical, and analytical skills.
• On-site presence required; this is not a remote position.
• On-call responsibilities, including occasional after-hours support.

Benefits and Salary:

The Heritage Foundation offers a competitive benefits package including health, vision, dental insurance, retirement plans, generous PTO, parental leave, and more.

The salary range is $75,000 - $90,000 annually, depending on experience and qualifications.

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