Service Desk Manager

Job Summary

Leading a team in a hybrid environment, the full-time Service Desk Manager will oversee Desktop Support and Junior System Administrators, ensuring the maintenance and reliable operation of computer systems while managing user support and incident resolution.

Key responsibilities

• Manage and mentor a team of Desktop Support Analysts and Jr. System Administrators to support daily operations
• Serve as the primary escalation point for incidents and problem tickets, proactively monitoring ticket trends for improvement
• Oversee the deployment and maintenance of software packages and manage Device Management Tools for both Windows and Mac

Required qualifications

• Bachelor's degree in Computer Science, Information Technology, System Administration, or a related field preferred
• 5+ years of experience in desktop support within a mixed Windows and Mac environment
• 5+ years of experience supervising and leading a technical team
• 3+ years of experience in problem and incident management following ITIL best practices
• Experience with Mobile Device Management tools, particularly Intune and JAMF