Service Desk Manager - IT

***We are unable to sponsor as this is a permanent full-time role***

***This is a Contract to Hire Position***

Responsibilities & Qualifications

• Experience managing service desk operating budgets and software license stewardship at the endpoint.
• Experience supporting global colleagues across time zones including Mexico and India.
• 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.
• Leads day-to-day operations of the IT Service Desk as the face of IT to the business. Owns end-user customer experience and service quality across the IT lifecycle including new-hire onboarding, role changes, and offboarding. Drives CSAT measurement, voice-of-customer feedback loops, and continual service improvement based on user input and trend data. Sets and enforces white-glove customer service standards including VIP and executive support.
• Owns 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. Serves as the senior escalation point for the most complex incidents and as incident commander for major incidents affecting end users. Drives root cause analysis on recurring issues and ensures repeatable documented processes operate consistently across sites.
• Owns service desk performance reporting, 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.
• Owns the end-user hardware lifecycle and refresh program for laptops, desktops, mobile devices, printers, plotters, and meeting room hardware across company domestic and global sites. Drives forward-looking refresh planning, end-of-life tracking, hardware standards definition, replacement sequencing, and asset inputs to IT budget and capital planning. Ensures no end-of-life equipment remains in production past committed timelines.
• Owns end-user asset management discipline and visibility. 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. Owns workload allocation, shift scheduling, on-call rotations, and global support coverage strategy across US domestic, Mexico, and India. Builds bench strength and succession depth for senior analyst and team lead roles.
• 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.
• 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.