Service Desk Manager: Lead Global IT Support

Glsauto; Greenville (AL); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive base pay

Medical, dental, vision

401K with employer match

PTO & holidays

Volunteer Time Off

Tuition Reimbursement

Parental Leave

Business casual

Job summary

GLS is seeking a Service Desk Manager to lead the first level of support for the GLS Service Desk, with direct reports in Greenville, SC and Tempe, AZ. The role focuses on people leadership, ticket handling, and improving service delivery across multiple locations.

The ideal candidate holds a bachelor’s degree with 4+ years in IT, strong customer service skills, and experience managing a dispersed team. On-site, with a comprehensive benefits package and growth opportunities.

Qualifications

• A bachelor’s degree is required.
• Minimum of 4 years in a related IT field.
• Microsoft Technology Associate or CompTIA A+ certification preferred.
• Working knowledge of networking protocols required.
• Working knowledge of hardware, software, network, OS interaction required.
• Experience with Microsoft 365 is required.
• Strong verbal and written communication skills.
• Ability to work independently and in a team environment.
• Excellent interpersonal skills and ability to influence others.

Responsibilities

• Handle problem tickets and service requests.
• Evaluate, prioritize, and resolve user requests; handle escalations.
• Triage and assign requests to team members.
• Diagnose and resolve software/hardware/network issues; advise users.
• Log work in problem management system and maintain records.
• Develop knowledge base for onboarding and training.
• Adhere to Service Desk policies and procedures.
• Maintain and update company technical inventory.
• Manage dispersed teams and schedule workloads.
• Provide training and feedback to staff; lead by example.

Skills

Leadership

Communication

Customer Service

Team Management

Analytical Thinking

Education

Bachelor's degree

Tools

Microsoft 365

CompTIA A+

Job description

GLS is seeking a Service Desk Manager to lead the first level of support for the GLS Service Desk, with direct reports in Greenville, SC and Tempe, AZ. The role focuses on people leadership, ticket handling, and improving service delivery across multiple locations.

The ideal candidate holds a bachelor’s degree with 4+ years in IT, strong customer service skills, and experience managing a dispersed team. On-site, with a comprehensive benefits package and growth opportunities.