IT Service Desk Manager
Core
Leading a geographically distributed IT service desk team to deliver exceptional technical support for end users, including executive leadership, across hardware, enterprise software, and an AI-powered technology stack.
Role type
Senior IT Service Desk Manager (Player-Coach)
Builds
High-performing distributed support teams, self-service knowledgebases, and automated service desk processes.
Domain
Enterprise IT Support & AI Productivity Tools
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Distributed team management, Tier 2/3 technical troubleshooting, SLA monitoring, ITSM process design, AI tool adoption strategy, stakeholder communication, hiring and development, automation scripting.
Preferred skills
ITIL principles, Microsoft certifications, macOS/iOS support, Infrastructure-as-Code.
Technologies
Microsoft 365 (Exchange, Teams, SharePoint, OneDrive), Microsoft Intune, Microsoft Entra ID, Active Directory, Simeon Cloud, Windows 11/Server, Azure, AWS, VMware, Zscaler, Jira Service Management, Atlassian suite, PowerShell, Python, Fireflies AI, Claude, ChatGPT, Glean, Gemini, Dell, Apple.
Responsibilities
Lead and develop a distributed service desk team across multiple locations; serve as primary escalation point for complex technical issues; deliver white-glove support for executive leadership; manage service desk queues and SLA adherence; provide performance reporting and metrics; establish training plans for team members; hire, onboard, and develop staff and third-party partners; maintain and expand self-service and internal knowledgebases; define and improve service desk processes and automation; support rollout and adoption of AI productivity tools; assist in evaluating and sourcing end-user equipment and software; proactively identify hardware/software upgrade needs; drive cross-functional projects for service desk operations.
Seniority
Senior, hands-on IC with management responsibilities
