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Service Desk Manager

Full Time
Greater Indianapolis
Posted 4 weeks ago


The Service Desk manager will direct strategic initiatives to transform the End-user technology support experience while ensuring day-to-day technology support goals and expectations are met. This person understands and delivers Service Desk services focused on excellent experience above all else, understands the difference between good and bad experience, and manages the team and its operations with that goal in mind. The manager provides leadership and guidance and manages the staff who support, operate, and improve technology platforms and solutions for the entire company.

Main Responsibilities:

  • Ensure the Service Desk is providing a world-class technology support experience
  • Manage, direct, and lead the service desk staff, delivery of services, and continual service improvement initiatives.
  • Deeply understand and represent the user experience with technology services and ensure services, processes, and methodologies of delivery align with business needs/value
  • Build and evolve service delivery processes that enhance the user experience and build consistent, reliable service delivery patterns for customer and technology leadership
  • Establish and maintain standards and best practices for service desk operational processes with well-defined measurement criteria (CSAT, KPI, OKR’s)
  • Build and evolve service desk delivery services to align with customer needs, business value, best practices and cutting-edge technologies that can automate and streamline delivery
  • Collaborate, build alignment, and develop strong relationships with technology, vendor, and business partners across the organization to identify and optimize service desk service delivery
  • Play a critical role in the Technology Transformation, managing organizational and technological change
  • Identify and drive areas of continual service improvement across the service desk services stack, fueling problem management, technology innovation, and user experience automation
  • Oversee work performed by managed service providers to ensure alignment with technology support standards
  • Build a world-class service desk team through effective recruiting, hiring, and continuous staff development


  • Bachelor’s degree required.
  • 8+ years of direct, technical experience required.
  • 3+ years of people-leading experience required.
  • Outstanding customer service skills
  • Ability to communicate effectively with customers, senior leadership, and staff members
  • Excellent verbal and written communication skills
  • Strong leadership
  • Comprehensive knowledge of all aspects of IT solutions and services
  • Experience with leading and managing technology support and operations
  • Experience with managing external vendors and establishing contracts and statements of work.
  • Excellent organization and time management skills; prioritize work effectively to meet deadlines.
  • Ability to handle multiple concurrent activities.

Specific Technical Skills Preferred:

  • Experience with organizational transformation and its impact on service delivery methods and end-user experience
  • Experience creating, managing, and executing hiring and staff development plans
  • Experience with best-in-class ITSM delivery tools (ServiceNow)
  • Experience with omnichannel support methods, virtual chat, AI, and predictive intelligence technologies
  • Experience creating metrics and measures utilized to maintain service levels and identify areas for improvement
  • Constructed and deployed an IT service catalog through technology support data, metrics, and analysis of critical business functions to align services offered/delivered to business impactful outcomes.

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