Service Desk Manager | ITIL Operations & Team Coaching

AV; Dayton (OH); On-site; USD 118,000 - 179,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision care

401K match

9/80 schedule

Holiday shutdown

Job summary

AV is seeking a Manager, Service Desk to lead daily Service Desk operations in Dayton, OH. You will oversee frontline staff, ensure timely, high-quality technical assistance, and drive ITIL processes, asset management, and service metrics across the organization.

You will implement SOPs, perform trend analysis, coach staff, and contribute to escalated problem resolution by providing hands-on support when needed. The role requires strong leadership and a customer-first mindset.

Qualifications

• Bachelor’s degree in IT/CS or related field.
• 5–7 years in IT Service Desk/Technical Support.
• 2–4 years of direct supervisory experience.
• 5+ years supporting enterprise desktop/mobile (Windows/macOS/iOS/Linux).
• Experience administering enterprise ticketing platforms (ServiceNow, Jira, Ivanti).
• Knowledge of endpoint management and software deployment tools.
• Proven track record of meeting ITIL‑aligned SLAs and KPIs.
• 40‑hour on‑site work week; on‑call flexibility.

Responsibilities

• Aligns daily Service Desk operations with IT leadership’s strategy; communicate updates and metrics to leadership.
• Enforces SLAs to maintain timely resolution and customer satisfaction.
• Implements and maintains SOPs for logging, triaging, escalation, and resolution of incidents and requests.
• Analyzes daily/weekly activity; identifies bottlenecks 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, catalogs, and asset tracking configurations.
• Evaluates Service Desk software and endpoint tools with IT procurement.
• Coordinates purchasing, provisioning, and deployment of end-user hardware.
• Supervises distributed/multi-site team; manages shift schedules and escalation coverage.
• Ensures prompt resolution of Tier 1–Tier 3 tickets across apps and hardware.
• Develops and maintains knowledge bases and runbooks.
• Onboards, trains, and mentors junior technicians.

Skills

Incident management

Leadership

ITIL

SLA tracking

Customer service

On-call support

Education

Bachelor's in IT/CS

Tools

ServiceNow

Jira Service Management

Ivanti

VMware Workspace ONE

Intune/MECM

Ivanti EPM

Job description

AV is seeking a Manager, Service Desk to lead daily Service Desk operations in Dayton, OH. You will oversee frontline staff, ensure timely, high-quality technical assistance, and drive ITIL processes, asset management, and service metrics across the organization.

You will implement SOPs, perform trend analysis, coach staff, and contribute to escalated problem resolution by providing hands-on support when needed. The role requires strong leadership and a customer-first mindset.