Service Desk Manager

Job Summary

Overseeing service desk operations in a complex, multi-brand enterprise environment, the full-time Service Desk Manager will manage vendor oversight, operational cadence, and escalation management while working remotely.

Key responsibilities

• Oversee service desk and support operations as the internal point of ownership
• Partner with outsourced service desk and internal teams to ensure service quality
• Monitor SLAs, CSAT/DSAT, queue performance, and vendor reporting

Required qualifications

• Strong background in service desk management or support operations
• Experience managing outsourced/MSP-supported teams
• Vendor management and SLA performance experience
• Ability to coordinate escalations in complex environments
• ServiceNow or similar ITSM experience preferred