Service Desk Manager: ITIL Leader, Multi-Site Ops

AV; Dayton (OH); On-site; USD 123,000 - 209,000; Full time

Benefits offered by this job

Medical benefits

Dental and vision coverage

401(k) with company matching

Flexible work schedule

Paid holidays

Job summary

AV is seeking a Manager, Service Desk to oversee daily operations of the global Service Desk, ensuring timely IT support and adherence to SLAs. You will lead frontline staff, implement ITIL processes, and coordinate incidents and requests across multiple sites.

You will coach technicians, monitor metrics, manage budgets, and participate in changes with CAB, while delivering hands-on support for critical escalations and maintaining knowledge bases for end users.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent combination of education, training, and experience).
• Minimum of 5–7 years of experience in IT Service Desk / Technical Support environments.
• Minimum of 2–4 years of direct supervisory or team lead experience managing IT support personnel.
• 5+ years of hands-on experience supporting enterprise desktop and mobile platforms (Windows, macOS, iOS, Linux).
• Demonstrated experience administering and configuring enterprise ticketing platforms (e.g., ServiceNow, Jira Service Management, Ivanti).
• Working knowledge of enterprise endpoint management and software deployment tools (e.g., VMware Workspace ONE, Microsoft Intune/MECM, Ivanti EPM).
• Proven track record of monitoring, meeting, and reporting on ITIL-aligned SLAs and operational KPIs.
• 40-hour on-site work week with flexibility for on‑call escalations when required.

Responsibilities

• Aligns daily Service Desk operations with IT leadership’s strategy, communicating operational updates, service metrics, and team performance to leadership.
• Enforces Service Level Agreements (SLAs) to maintain expected problem resolution timeframes and customer satisfaction standards.
• Implements and maintains standard operating procedures outlining how incidents and service requests are logged, triaged, escalated, and resolved.
• Analyzes daily and weekly Service Desk activity, identifies recurring bottlenecks or incident trends, and implements operational fixes.
• Conducts regular performance evaluations, 1-on-1 coaching, and goal setting for Service Desk technicians and support staff.
• Monitors team operational expenditures and provides input into annual hardware, software, and staffing budget forecasts.
• Administers and optimizes ticketing system workflows, request catalogs, and asset tracking configurations based on operational needs.
• Evaluates Service Desk software, endpoint utilities, and hardware peripherals in coordination with IT procurement and vendor contacts.
• Coordinates purchasing, provisioning, and deployment tasks for end-user computing hardware and peripherals.
• Supervises a distributed/multi-site technical support team, managing shift schedules, ticket routing, and escalation coverage.
• Ensures prompt, professional, and effective resolution of Tier 1 - Tier 3 tickets across enterprise applications and hardware.
• Develops and maintains end-user knowledge bases, self-service portals, FAQs, and internal technical runbooks.
• Onboards, trains, and mentors junior technicians to enhance technical competency and service delivery quality.
• Provides hands-on, in-person, and remote troubleshooting support for executive and high-priority technical escalations.
• Represents the Service Desk team in Change Advisory Board (CAB) meetings to review upcoming changes and assess operational impact.

Skills

Bachelor's degree

5–7 years IT Service Desk experience

2–4 years supervisory experience

5+ years desktop support

ServiceNow administration

Jira Service Management

Ivanti

Endpoint management tools

ITIL KPI monitoring

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow

Jira Service Management

Ivanti

VMware Workspace ONE

Microsoft Intune/MECM

Job description

AV is seeking a Manager, Service Desk to oversee daily operations of the global Service Desk, ensuring timely IT support and adherence to SLAs. You will lead frontline staff, implement ITIL processes, and coordinate incidents and requests across multiple sites.

You will coach technicians, monitor metrics, manage budgets, and participate in changes with CAB, while delivering hands-on support for critical escalations and maintaining knowledge bases for end users.