Service Desk Team Lead — Strategy, Coaching & SLAs

Stefanini North America and APAC; Stamford (CT); On-site; USD 80,000 - 105,000; Full time

Benefits offered by this job

401(k)

Paid time off

Medical/dental/vision insurance

Tuition reimbursement

Job summary

Stefanini North America and APAC in Stamford, CT is seeking a Service Desk Manager to lead day-to-day operations, grow a high-performing support team, and ensure client SLAs are met.

You will coach staff, conduct evaluations, and work with senior management on long-term service strategies. This role requires strong communication, organizational, and strategic thinking skills, with a hands-on approach to service delivery and continuous improvement.

Qualifications

• Two or more years of management experience, including coaching, mentoring, interviewing, hiring and terminations.
• Good interpersonal skills with the ability to build a cohesive team.
• Excellent attention to detail and strong organizational skills.
• Excellent verbal and written communication skills.
• Strategic thinker with ability to align service desk operations with client goals.
• Flexible and adaptable to meet client needs and drive outcomes.

Responsibilities

• Create a cohesive team environment through consistent management.
• Coach and counsel direct reports, provide feedback, and conduct performance evaluations.
• Perform administrative tasks including updating journals daily and merit reviews.
• Oversee day-to-day operations of the Service Desk.
• Collaborate with Project and Senior Management to meet SLAs.

Skills

Team leadership

Coaching and mentoring

Communication skills

Strategic thinking

Time management

Attention to detail

Organizational skills

Education

High school diploma or equivalent

Job description

Stefanini North America and APAC in Stamford, CT is seeking a Service Desk Manager to lead day-to-day operations, grow a high-performing support team, and ensure client SLAs are met.

You will coach staff, conduct evaluations, and work with senior management on long-term service strategies. This role requires strong communication, organizational, and strategic thinking skills, with a hands-on approach to service delivery and continuous improvement.