Service Desk Manager - Information Technology

About the RoleWe are in search for a directly involved Helpdesk / Service Desk Manager to lead our IT support function and manage the full lifecycle of end-user hardware. This role owns traditional service desk operations — ticketing, incident and request management, and end-user support — while also directing new-hire onboarding and the procurement/lifecycle management of laptops, desktops, and peripherals. You will manage a team of service desk analysts, set the standard for service quality, and act as the primary owner of our Fresh Service platform.This is a people-leadership role: you will hire, coach, schedule, and develop a team of support technicians while staying close enough to the work to jump in, unblock escalations, and lead by example.
Key Responsibilities• Lead, manage, and develop a team of service desk analysts, including hiring, coaching, performance management, and scheduling/coverage planning.• Own day-to-day helpdesk operations: ticket queues, escalation paths, and incident/request/problem management.• Develop and manage SLAs, ensuring targets are realistic, well-communicated, and consistently met.• Serve as the primary administrator of FreshService, including workflow automation, asset management (CMDB), reporting, and dashboards.• Define and continuously improve service desk processes and documentation (knowledge base, SOPs, runbooks) using ITIL-aligned best practices.• Monitor and report on key service desk metrics (ticket volume, resolution time, CSAT, SLA compliance) to leadership.• Manage vendor and third-party support relationships as needed.Onboarding & Offboarding• Own the end-to-end IT onboarding experience for new hires: account provisioning, hardware assignment, and Day 1 readiness.• Design and maintain onboarding/offboarding workflows in Fresh Service and Intune/Autopilot to ensure a consistent, scalable experience as headcount grows.• Manage IT offboarding, including account deprovisioning and hardware retrieval/reclamation.Hardware Procurement & Asset Management• Manage procurement of end-user hardware (laptops, desktops, monitors, peripherals) — vendor selection, ordering, budgeting, and inventory levels.• Maintain accurate hardware asset records and lifecycle tracking (deployment, refresh, retirement, disposal) within FreshService.• Own device provisioning and configuration standards using Microsoft Intune and Windows Autopilot, including deployment profiles, compliance policies, and app packaging.• Manage relationships with hardware vendors/resellers and negotiate pricing/terms where applicable.Required Qualifications• Experience: Proven experience managing a helpdesk/service desk supporting 1,500+ users, including leading a team of analysts/technicians.• Education: Bachelor's degree or equivalent practical experience.• Certification: ITIL certification preferred, not required (Foundation minimum; higher-level certification a plus).• Platform: Demonstrable hands-on experience with FreshService (or comparable ITSM platform, with willingness/ability to become FreshService-proficient quickly).• Endpoint Management: Demonstrable, hands-on experience deploying and managing devices with Microsoft Intune and Windows Autopilot, including provisioning profiles, compliance/configuration policies, and app deployment.• Strong working knowledge of Windows environments, Active Directory/Azure AD (Entra ID), and Microsoft 365 administration.• Experience managing hardware procurement, vendor relationships, and IT asset lifecycle.• Excellent communication skills and the ability to translate technical issues for non-technical stakeholders.• Proven people-management experience: hiring, coaching, performance reviews, and scheduling.• Comfort designing and evolving service desk systems and processes that incorporate AI (e.g., AI-assisted ticket triage, chatbots/virtual agents, knowledge base automation).Preferred Qualifications• ITIL Intermediate/Expert certification.• Experience scaling a service desk through a period of company growth.• Familiarity with additional MDM/endpoint tools, ticketing automation, or scripting (PowerShell) for provisioning tasks.• Experience building or maturing ITSM processes (change management, problem management) from the ground up.• Experience in the Architecture, Engineering, or Construction (AEC) industry.What Success Looks Like• SLAs are consistently met and ticket backlogs stay under control.• New hires have a fully provisioned, ready-to-use device and accounts on Day 1, every time.• Hardware inventory is accurate, refresh cycles are predictable, and procurement costs are well-managed.• The service desk team is well-trained, motivated, and empowered to resolve issues at first contact.• FreshService is configured to maximize automation and minimize manual ticket handling.