Service Desk Manager: ITIL & Frontline Leadership

AV; Melbourne (FL); On-site; USD 123,000 - 209,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) matching

Flexible schedule

9/80 schedule

Job summary

AV is seeking a Manager, Service Desk to lead daily operations and frontline staff, ensuring timely, high-quality end-user support across Windows, macOS, iOS, and Linux. The role drives ITIL-aligned processes, SLA adherence, and KPI reporting while coordinating multi-site teams and budgets.

The position requires 5–7 years in IT service desk, 2–4 years of supervisory experience, and hands-on experience with major ticketing platforms.

Qualifications

• Bachelor’s degree or equivalent in IT/CS or related field.
• 5–7 years of IT Service Desk/Technical Support experience.
• 2–4 years of direct supervisory or team lead experience.
• 5+ years hands-on support for enterprise desktop and mobile platforms (Windows, macOS, iOS, Linux).
• Experience administering enterprise ticketing platforms (ServiceNow, Jira Service Management, Ivanti).
• Knowledge of enterprise endpoint management and software deployment tools (Workspace ONE, Intune/MECM, Ivanti EPM).
• Proven track record of monitoring, meeting, and reporting ITIL-aligned SLAs and KPIs.
• 40-hour on-site work week with on-call flexibility.

Responsibilities

• Aligns daily Service Desk operations with IT leadership strategy and communicates metrics to leadership.
• Enforces SLAs to maintain resolution times and customer satisfaction.
• Implements SOPs for logging, triage, escalation, and resolution of incidents and requests.
• Analyzes daily/weekly activity, identifies trends, and implements fixes.
• Conducts performance evaluations, coaching, and goal setting for staff.
• Monitors operational expenditures and budgets for hardware, software, and staffing.
• Manages ticketing workflows, request catalogs, and asset tracking configurations.
• Evaluates Service Desk software and endpoint tools with procurement.
• Gathers and coordinates purchasing/deployment of end-user computing hardware.
• Supervises multi-site support teams, schedules shifts, routes tickets, ensures coverage.
• Ensures prompt resolution of Tier 1–Tier 3 tickets across apps and hardware.
• Develops knowledge bases and self-service resources.
• Onboards and mentors junior technicians for quality support.
• Provides hands-on support for escalations and CAB representations.

Skills

ITIL & SLAs

Team leadership

Desktop & mobile support

Incident management

Ticketing systems

Trend analysis

Budget forecasting

Coaching staff

Education

Bachelor’s degree in IT/CS or related field

Tools

ServiceNow

Jira Service Management

Ivanti

Workspace ONE

Intune/MECM

Ivanti EPM

Job description

AV is seeking a Manager, Service Desk to lead daily operations and frontline staff, ensuring timely, high-quality end-user support across Windows, macOS, iOS, and Linux. The role drives ITIL-aligned processes, SLA adherence, and KPI reporting while coordinating multi-site teams and budgets.

The position requires 5–7 years in IT service desk, 2–4 years of supervisory experience, and hands-on experience with major ticketing platforms.