Service Desk Manager — Lead IT Support & Team Performance

Glsauto; Greenville (SC); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive base pay + bonuses

Medical, dental, vision, telemedicine

401K with employer match

Paid Time Off + holidays

Volunteer Time Off (VTO)

Tuition Reimbursement

Parental Leave

Business casual environment

Job summary

GLS is seeking a Service Desk Manager to lead the first level of support with direct reports in Greenville, SC and Tempe, AZ. You will drive incident resolution, guide a geographically dispersed team, and collaborate to improve service delivery.

The role requires a bachelor’s degree and 4+ years in IT, with Microsoft 365 experience and strong customer service and communication skills. This is a full-time, on-site position focusing on operational excellence and leadership.

Qualifications

• Bachelor’s degree required.
• Minimum of 4 years’ experience in a related IT field.
• Microsoft Technology Associate or CompTIA A+ certification preferred.
• Working knowledge of networking protocols.
• Experience with Microsoft 365 required.
• Able to work independently and in a team.
• Strong verbal and written communication skills.

Responsibilities

• Lead and mentor the Service Desk team.
• Manage geographically dispersed team across locations.
• Train and evaluate staff performance and assignments.
• Triage, assign, and resolve service requests and incidents.
• Investigate, diagnose, and resolve software/hardware problems and networking issues.
• Log work in the problem management system and maintain records.
• Develop and maintain knowledge base documentation.
• Ensure adherence to service desk policies and inventory management.

Skills

Leadership

Customer service

Communication

Teamwork

Education

Bachelor's degree

Tools

Microsoft 365

Job description

GLS is seeking a Service Desk Manager to lead the first level of support with direct reports in Greenville, SC and Tempe, AZ. You will drive incident resolution, guide a geographically dispersed team, and collaborate to improve service delivery.

The role requires a bachelor’s degree and 4+ years in IT, with Microsoft 365 experience and strong customer service and communication skills. This is a full-time, on-site position focusing on operational excellence and leadership.