Manager, Technology Service Desk

Who You Are

You are a motivated technology support leader who is passionate about delivering exceptional end-user experiences and operational excellence across a multi-site environment. You excel at leading high-performing service desk teams, driving accountability, and ensuring technology support services are delivered efficiently and consistently. You have experience managing enterprise service desk operations, overseeing ticket and project queues, supporting employee lifecycle technology processes, and maintaining asset management programs. You are a collaborative, customer-focused problem solver who thrives in a fast-paced environment where you can improve processes, develop team members, and ensure technology services align with business needs.

• Lead and manage a team of Service Desk Engineers across Davie, FL and Syracuse, NY, providing coaching, performance management, career development, scheduling, and regular team communications while ensuring appropriate support coverage across all office locations.
• Oversee daily Service Desk operations, including management of support requests, incidents, service requests, onboarding activities, escalations, and SLA adherence through Jira Service Management.
• Monitor and manage Service Desk project work, ensuring assigned initiatives such as hardware refreshes, security-related projects, and operational improvements are completed on time and within established deadlines.
• Manage employee hardware lifecycle processes, including new hire provisioning, onboarding support, equipment retrieval for separated employees, inventory management, asset tracking, CMDB accuracy, and hardware disposal activities.
• Partner with cross-functional teams including Endpoint Management, Cloud Engineering, Infrastructure, Information Security, Identity & Access Management, Governance Risk & Compliance, People Development, and People Relations to support business objectives and technology initiatives.
• Oversee hardware inventory levels, warehouse operations, auditing activities, procurement planning, and asset governance while ensuring accurate documentation and compliance with established processes.
• Support office technology operations across Davie, Syracuse, and Las Olas locations, including conference room technologies, audiovisual systems, reservable workspaces, and employee productivity tools.
• Monitor Service Desk performance metrics, dashboards, ticket trends, onboarding readiness, and operational effectiveness while providing regular updates to leadership and driving continuous improvement initiatives.
• Participate in leadership meetings, departmental meetings, quarterly business activities, and company events while serving as an escalation point for critical technology support issues.
• Travel periodically to support business operations, leadership events, team collaboration initiatives, and cross-site service delivery activities.
• Other duties as assigned.

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• 8+ years of experience in technical support, service desk operations, or service engineering, with a minimum of 5 years in a leadership or managerial role.
• Proven experience leading distributed Service Desk or End User Support teams, including employee coaching, performance management, workload prioritization, scheduling, and operational oversight.
• Strong understanding of ITIL/ITSM principles, service management best practices, incident management, request fulfillment, problem management, and service delivery metrics.
• Experience managing enterprise ticketing platforms such as Jira Service Management, ServiceNow, or similar solutions.
• Experience supporting and troubleshooting Windows 11, macOS, iOS, and Android environments within a corporate setting.
• Knowledge of endpoint management technologies including Microsoft Intune, Jamf Pro, Tanium, and related device management platforms.
• Experience supporting Microsoft 365, Microsoft Teams, Zoom, VPN technologies, conference room AV systems, and end-user collaboration tools.
• Strong understanding of IT asset management, inventory controls, configuration management databases (CMDB), hardware lifecycle management, and equipment auditing practices.
• Experience managing employee onboarding and offboarding technology processes, including hardware provisioning, asset recovery, and documentation management.
• Excellent organizational, communication, and stakeholder management skills with the ability to collaborate across technical and business teams.
• Provide after-hours on-call support to Service Desk staff supporting critical business systems and services as part of the team's on-call responsibilities.
• Willing and able to respond to incidents and support requests outside of normal business hours.
• Ability to work occasional evenings, weekends, and holidays to support business operations, critical incidents, and technology initiatives.
• Ability to travel periodically to support business operations and team activities.
• Ability to lift up to 50 pounds and perform equipment setup, deployment, and inventory management activities.
• Required to be on-site in Davie, Florida five days per week and available during standard operating hours of approximately 7:30 AM to 5:00 PM.
• Work Authorization: This role is not eligible for employer-provided immigration sponsorship. To be considered, applicants must already possess valid U.S. work authorization that will not require sponsorship now or in the future.