Service Desk Manager: Lead IT Support & SLA Champion

iSuite; Missouri; On-site; USD 92,000 - 96,000; Full time

Benefits offered by this job

Stock Ownership

Annual Bonus

Health Insurance

Vision Insurance

401k

Paid Time Off

Holidays

Tuition Reimbursement

Employee Assistance

Job summary

iSuite L.L.C. is seeking a Service Desk Manager to lead the IT help desk at our Granite City, IL headquarters.

The ideal candidate has 5+ years in IT support with at least 2 years in a supervisory role and will own staffing, SLA/OLA, and the HaloPSA platform. You will partner with Network, Cybersecurity, and Modern Workplace teams to align service delivery with ITIL and CIS controls, manage budgets, report KPIs, and drive continuous improvements while ensuring service quality across office

Qualifications

• Bachelor's degree or equivalent hands-on experience in IT/Business fields
• Experience leading ServiceDesk teams and managing SLAs, CSAT, and multi-technician teams
• Familiarity with ITIL, CIS Controls and audit requirements

Responsibilities

• Lead and develop the ServiceDesk team, including hiring, onboarding, performance management, and career development
• Define and maintain SLA/OLA/KPI framework; set targets for response, resolution and CSAT; report to IT leadership
• Own HaloPSA platform configuration, integrations, workflows, and reporting; manage vendor relationships
• Build and defend annual ServiceDesk budget including labor, ITSM tooling, training, and hardware refresh
• Drive continual service improvement initiatives such as knowledge base maturity and self-service expansion
• Coordinate with site leaders and Traveling Support Specialist for new office go-lives
• Establish queue management, escalation, on-call procedures; resolve cross-team escalations
• Partner with Network, Cybersecurity, Modern Workplace, and Asset teams on cross-team workflows
• Represent ServiceDesk in IT leadership meetings; communicate service health and improvement plans
• Maintain compliance with internal policies and ITIL/CIS controls
• Coach team members on communication, SLA discipline, and documentation
• Coordinate vendor and third-party escalations for timely resolution

Skills

ITSM platforms

Active Directory

PowerShell scripting

KPI design

Budget management

Vendor management

ITIL

Communication

Coaching

Education

Bachelor's degree or equivalent experience

Tools

HaloPSA

ConnectWise

ServiceNow

Active Directory

Microsoft 365

Job description

iSuite L.L.C. is seeking a Service Desk Manager to lead the IT help desk at our Granite City, IL headquarters.

The ideal candidate has 5+ years in IT support with at least 2 years in a supervisory role and will own staffing, SLA/OLA, and the HaloPSA platform. You will partner with Network, Cybersecurity, and Modern Workplace teams to align service delivery with ITIL and CIS controls, manage budgets, report KPIs, and drive continuous improvements while ensuring service quality across office