Service Desk Manager — Lead IT Support & Process Innovation

Alliance Defending Freedom; Lansdowne (VA); On-site; USD 92,000 - 147,900; Full time

Job summary

Alliance Defending Freedom seeks a hands-on Service Desk Team Leader to manage the IT Support team across US offices, with a focus on transforming the function into a strategic department. You will mentor staff, ensure SLAs, and drive process improvements.

You will support onsite and remote personnel, collaborate with IT teams and vendors, and travel ~10–15% to various US and European offices, bringing strong communication and leadership to this crucial role.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years in desktop/systems support or IT service management.
• Excellent communication with non-technical users.

Responsibilities

• Lead and manage a Service Desk and IT Support team.
• Ensure SLAs are met and drive process improvements.
• Provide hands-on support and coordinate with vendors.
• Travel to US and European offices as needed.

Skills

Leadership

Team management

Technical troubleshooting

Customer service

Communication

AI tools

Education

Bachelor's degree in CS/IT or related field

Tools

Claude

Copilot

Job description

Alliance Defending Freedom seeks a hands-on Service Desk Team Leader to manage the IT Support team across US offices, with a focus on transforming the function into a strategic department. You will mentor staff, ensure SLAs, and drive process improvements.

You will support onsite and remote personnel, collaborate with IT teams and vendors, and travel ~10–15% to various US and European offices, bringing strong communication and leadership to this crucial role.