IT Service Desk Manager

Position Summary

We are a leading architecture and design firm committed to creating impactful innovative spaces. We are looking for an experienced IT Service Desk Manager to lead our dedicated Service Desk team. The ideal candidate will have a strong background in managing technical support teams a passion for delivering exceptional customer service and a proven ability to develop and implement effective service management processes. This role is crucial in ensuring our employees across multiple offices receive timely and high-quality technical support enabling them to perform their roles effectively. The IT Service Desk Manager will be responsible for overseeing all aspects of the service desk operations including team performance SLA management reporting and continuous improvement initiatives.

Essential Functions

Team Leadership & Management:

Lead mentor and develop a team of technology professionals fostering a collaborative and positive work environment.

Manage team schedules workload distribution and performance reviews to ensure optimal coverage and service quality across all office locations.

Conduct regular team meetings training sessions and individual coaching to enhance technical and customer service skills.

Oversee the recruitment hiring and onboarding of new Service Desk team members.

Service Desk Operations & Performance:

Develop implement and manage Service Level Agreements (SLAs) for IT support services.

Monitor service desk performance against SLAs and key performance indicators (KPIs) implementing corrective actions as needed.

Generate regular reports on service desk metrics including ticket volumes resolution times first-call resolution rates and customer satisfaction.

Analyze trends in incidents and service requests to identify recurring issues and opportunities for proactive problem management.

Ensure all support requests and incidents are logged prioritized and resolved efficiently within the ticketing system (experience with AutoTask is a plus).

Oversee the management of IT assets and user accounts.

Process Improvement & Strategy:

Continuously evaluate and improve service desk processes procedures and knowledge base to enhance efficiency and user satisfaction.

Develop and maintain documentation for IT support policies procedures and user guides.

Collaborate with other IT teams and departments to ensure seamless support and effective resolution of complex technical issues.

Stay current with industry best practices tools and technologies related to IT service management.

Technical Support & Escalation:

Serve as an escalation point for complex or high-priority support issues.

Provide hands-on technical support when necessary.

Ensure effective communication with end-users regarding the status of their support requests.

Vendor & Tool Management:

Manage relationships with IT vendors and service providers as needed.

Experience with managing and utilizing Datto RMM for remote monitoring and management is a significant plus.

Required Qualifications
Minimum of 10 years of experience in managing IT support teams.

Proven experience working in information technology or system administration roles.

Demonstrable experience in creating managing and reporting on SLAs service desk performance metrics and achieving high levels of customer satisfaction.

Experience supporting users across multiple office locations in a high growth environment.

Strong leadership coaching and team-building skills.

Excellent communication (written and verbal) interpersonal and customer service skills.

Proven ability to work collaboratively with individuals at all levels of the organization.

Strong analytical and problem-solving abilities with a focus on continuous improvement.

Proficiency in using IT Service Management (ITSM) ticketing systems (AutoTask preferred).

Solid understanding of IT infrastructure including hardware software networking and cloud services.

Ability to manage multiple priorities and work effectively in a fast-paced environment.

Preferred Qualifications

Experience working in a professional services firm (e.g. architecture engineering creative legal consulting).

Hands-on experience with Datto RMM and AutoTask PSA.

ITIL certification or strong knowledge of ITIL principles.

Bachelors degree in Information Technology Computer Science or a related field.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is occasionally required to stand; walk; sit; use hands to grasp objects; reach with hands and arms; balance stop kneel or crouch; speak or listen. The employee must occasionally lift and/or carry up to 25 pounds. Specific vision abilities required by the job include close vision distance vision color vision peripheral vision depth perception and the ability to adjust focus.

Workplace Environment

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

While performing the duties of this job the employee may be exposed to hazardous working conditions in conjunction with construction site visits. The noise level in the construction zone may be loud.

While performing the duties of this job in the office work environment the employee will not be exposed to hazardous working conditions. The noise level in the office work environment is usually moderate.

All qualified applicants will receive consideration for employment without regard to sex race religion color national origin age disability veterans status or any classification protected by state or local you need a reasonable accommodation to access the information provided on this web site please contact Human Resources at: for further assistance.