Service Desk Manager: Lead ITIL Operations & SLAs

AV; Florida; On-site; USD 123,000 - 209,000; Full time

Benefits offered by this job

Health benefits

401(k) with company matching

Flexible work schedule

Job summary

AV is seeking a Manager, Service Desk to oversee daily Service Desk operations, lead frontline staff, and ensure timely, high-quality technical assistance across the enterprise. You will implement ITIL processes, manage incidents and requests, monitor SLAs, and coordinate with IT leadership.

This role requires 5–7 years in IT Service Desk, 2–4 years supervisory, hands‑on support for escalations, and ability to work on-site in Florida with some travel.

Qualifications

• Bachelor’s degree in IT/CS or related field.
• 5–7 years of IT Service Desk/Technical Support experience.
• 2–4 years of direct supervisory or team lead experience.
• 5+ years hands-on experience supporting enterprise desktops and mobiles.
• Experience administering enterprise ticketing platforms (ServiceNow/Jira/Ivanti).
• Knowledge of endpoint management and software deployment tools (Workspace ONE, Intune).
• Proven ability to meet ITIL-aligned SLAs and KPIs.
• 40-hour on-site work week with on-call flexibility.

Responsibilities

• Aligns daily Service Desk operations with IT leadership’s strategy and communicates metrics to leadership.
• Enforces SLAs to maintain resolution times and customer satisfaction.
• Implements and maintains SOPs for logging, triage, escalation, and resolution.
• Analyzes activity, identifies bottlenecks or trends, and implements fixes.
• Conducts performance evaluations and coaching for staff.
• Monitors expenditures and inputs into budget forecasts.
• Manages ticketing workflows, catalogs, and asset tracking configurations.
• Evaluates and coordinates with procurement on software/hardware needs.
• Oversees multi-site team, scheduling, routing, and escalation coverage.
• Ensures timely resolution of Tier 1–Tier 3 tickets across apps/hardware.
• Develops knowledge bases and self-service resources.
• Onboards and mentors junior technicians for service quality.
• Provides hands-on support for escalations and CAB reviews.

Skills

Staff supervision

Incident management

ITIL processes

SLA tracking

Technical troubleshooting

Education

Bachelor’s degree in IT/CS

Tools

ServiceNow

Jira Service Management

Ivanti

Workspace ONE

Job description

AV is seeking a Manager, Service Desk to oversee daily Service Desk operations, lead frontline staff, and ensure timely, high-quality technical assistance across the enterprise. You will implement ITIL processes, manage incidents and requests, monitor SLAs, and coordinate with IT leadership.

This role requires 5–7 years in IT Service Desk, 2–4 years supervisory, hands‑on support for escalations, and ability to work on-site in Florida with some travel.