IT Service Desk Manager CTH

***We are unable to sponsor for this 6+ month Contract to Hire role***

Prestigious Enterprise Company is currently seeking an IT Service Desk Manager. Candidate will manage the support teams of the IT Help Desk, Printers, Desktops, Laptops and Workstation infrastructure, as well as be responsible for leading teams that support the security functions on all end user systems, and KPI and SLA reporting, and vendor relationships.

Responsibilities:

- Leads day-to-day operations of the IT Service Desk. 

- IT Service Desk processes aligned to ITIL practices including incident management, request fulfillment, problem management, knowledge management, change enablement coordination, service level management, and continual service improvement. 

- KPI definition, and SLA tracking. Maintains and publishes dashboards covering ticket volume, backlog age, first-call resolution, mean time to resolve, SLA attainment, CSAT, and repeat-caller trends. Reports service desk performance to IT leadership and business stakeholders on a regular cadence and uses data to drive staffing, training, and process decisions.

- Ensures device inventory accuracy, lifecycle status tracking, and use of asset data to support budgeting, refresh planning, software license management, and security compliance reporting.

- Manages the service desk team including hiring, onboarding, coaching, performance management, training, and career development. 

- Plans and executes end-user technology initiatives with structured milestones, clear ownership, status visibility, stakeholder communication, and on-time delivery. Includes hardware refresh waves, OS upgrades, Microsoft 365 rollouts, site openings, office moves, and merger and acquisition integration support.

- Manages vendor and partner relationships for service desk operations including hardware OEMs, software vendors, MSP and staff augmentation partners, mobile carriers, and managed print providers. Owns vendor SLAs, escalation paths, warranty management, performance reviews, and renewal input.

- Partners with Cybersecurity, Infrastructure, and Application teams on endpoint compliance, patching governance, conditional access support, vulnerability remediation at the endpoint, and major incident response. Ensures service desk processes support security standards and sensitive data handling at the end-user device.

- Drives self-service, automation, and AI-enabled support adoption to shift left routine work, reduce ticket volume, and improve user experience. Partners with the AI Enablement function to surface service desk use cases for AI adoption. Manages the service desk knowledge base as a strategic asset.

Qualifications:

- Experience driving self-services and automation.

- Experience managing service desk operating budgets and software license stewardship at the endpoint.

- Experience supporting global colleagues across time zones.

- Experience with Jira Service Management or another similar ITSM solution.

- Experience with major incident management and incident commander practices.

- Experience with Windows Autopilot, Microsoft Intune, and modern endpoint management at scale.