Service Desk Support Manager

Trusted Fraternal Life; Milwaukee (WI); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Generous vacation & holidays

Short & long-term disability coverage

401(K) plan with enhanced match

Health savings account

Fitness equipment subsidy

Rooftop open-air pool

On-site fitness center

Free on-site parking

Job summary

A financial services provider located in Milwaukee, WI is seeking a Service Desk Support Manager to lead a technical support team. The position requires a minimum of 7 years in IT operations and entails responsibilities such as managing support processes, ensuring high customer satisfaction, and providing expert-level assistance. This role offers competitive benefits, including generous vacation, disability coverage, and a 401(K) plan.

Qualifications

• 7+ years in information technology operations, preferably managing IT service desk operations.
• Proficient in IT service management frameworks including ITIL.
• Strong analytical skills to troubleshoot complex computer issues.

Responsibilities

• Oversee the Support Technician team, ensuring quality standards are met.
• Implement service desk policies and best practices.
• Respond to and manage complex client support queries.

Skills

IT Asset Management

IT Service Management

ITIL frameworks

Problem-solving

Communication

Analytical skills

Teamwork

Service desk software

Remote access tools

Education

Post-Secondary Degree in Information Systems

Job description

Position: Service Desk Support Manager

Location: Milwaukee, WI

Job Id: 206

# of Openings: 1

Role Summary

The Service Desk Support Manager oversees the technical support team that provides assistance to employees or sales agents facing issues with hardware, software or other computer-related services. This role requires technical expertise and strong leadership skills to effectively manage a team and ensure high customer satisfaction.

This role is responsible for delivering high-quality support to business partners and clients, both in person and remotely, and requires in-depth expertise to diagnose and resolve complex issues. It may also involve providing training, managing system configurations, performing system upgrades, and assisting with IT infrastructure maintenance to ensure timely resolution of technical problems and minimal disruption to business operations.

Responsibilities

• Oversee the Support Technician team by managing workloads, monitoring performance, providing coaching and feedback, and ensuring service levels and quality standards are met.
• Implement service desk policies, procedures, and best practices.
• Assist with managing relationships with vendors for software or hardware support.
• Monitor and report on service desk performance metrics.
• Audit service desk tickets to ensure adherence to standards.
• Respond to and manage complex client support queries, troubleshooting hardware, software, and network-related issues.
• Provide expert-level support in person, over the phone, or via remote access, emphasizing timely resolution.
• Diagnose and troubleshoot issues with computer software, peripherals, hardware, and network systems.
• Utilize diagnostic tools and troubleshooting techniques to identify root causes of issues such as system crashes and connectivity problems.
• Provide problem-solving support and guide clients through in-depth technical solutions.
• Deliver training on advanced technical topics, including system configuration, software updates, and efficient usage of IT resources.
• Install, configure, and upgrade hardware and software systems to maintain optimal performance.
• Collaborate with other IT teams to expand unresolved or high‑priority issues.
• Complete support tickets, ensuring issues are tracked, documented, and resolved within set timeframes.
• Develop and maintain documentation for troubleshooting procedures, software installations, and system configurations.
• Participate in continuous improvement efforts to streamline support processes and enhance user experience.
• Other duties as assigned.

Qualifications & Skills

• Post‑Secondary Degree in Information Systems or equivalent experience.
• 7+ years in information technology operations (preferred).
• Experience managing IT service desk operations (preferred).
• Hands‑on experience with IT Asset Management (ITAM), IT Service Management (ITSM), and ITIL frameworks.
• Strong analytical and problem‑solving skills; ability to troubleshoot computer problems.
• Self‑starter with excellent teamwork skills and a sense of urgency.
• Proficient in service desk software, remote access tools, and ITSM platforms.
• Ability to work under pressure and manage multiple priorities to ensure timely resolution of client requests.
• Strong interpersonal and communication skills, with ability to explain technical concepts to non‑technical users.

Benefits

• Generous vacation & holidays
• Short & long‑term disability coverage
• 401(K) plan with enhanced match
• Health savings account
• A health club or fitness equipment subsidy
• Rooftop open‑air pool with locker facilities
• On‑site fitness center
• Free on‑site parking

*Varies by office location.