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Customer Service Desk Manager Jobs (NOW HIRING)

Unioncollege

Service Desk Manager

Schenectady, NY · On-site

The Service Desk Manager ensures timely, high-quality incident and request resolution, drives first-contact resolution where possible, and uses data, quality audits, and reporting to enhance customer ...

Lunavi

Service Desk Manager

Cheyenne, WY · On-site

This role is accountable for queue health, SLA performance, alert response, and customer experience ... The Service Desk Manager ensures that support operations are consistent, scalable, and aligned to ...

Onsite Computing, Inc

Service Desk Manager

Corona, CA

Position Overview The Service Desk Manager is responsible for overseeing the performance and day-to ... Identify training needs and implement development plans to improve technical and customer service ...

Peraton

Service Desk Manager

Washington, DC

$112K - $179K/yr

This role is responsible for managing daily Service Desk operations, supervising multi-tier ... The ideal candidate will possess strong leadership, customer engagement, incident management, and ...

swirecc

Manager, IT Service Desk

Draper, UT

What does an IT Service Desk Manager do at Swire Coca - Cola? We are seeking an experienced ... Monitor and report on service performance metrics, trends, and customer experience indicators

DMI

Service Desk Manager

Washington, DC · On-site

Partner with the Tier 3 Network Lead, Tier 3 System Administrator Lead, and customer IT staff to ... Demonstrated experience managing multi-site service desk operations with SLA accountability

Packsize

Service Desk Manager

Salt Lake City, UT · On-site

Service Desk Manager About Packsize, We are Packsize. A fast-growth multinational technology ... The team includes a mix of helpdesk administrators, CRM and ERP system admins, and reporting ...

Reliant Rehabilitation

IT Service Desk Manager

Plano, TX · On-site

$90K - $95K/yr

Service Desk Manager Hands on position - Will also assist with tickets Must be commutable to Plano ... customer service standards are met · Communicate service outages, updates, and resolutions ...

Reliant Rehabilitation

IT Service Desk Manager

Plano, TX · On-site

$90K - $95K/yr

Overview Service Desk Manager Hands on position - Will also assist with tickets Must be commutable ... customer service standards are met • Communicate service outages, updates, and resolutions ...

Formerra

Global Service Desk Manager

Romeoville, IL · Hybrid

P osition Overview The Global Service Desk Manager is responsible for leading and overseeing ... Monitor and report on service performance against SLAs, KPIs, and customer satisfaction metrics.

New

City Brewing Co

IT Manager, Service Desk

Memphis, TN · On-site

... our customers, Communication at all levels, Growth of not just our locations but also of our ... Job Summary The Service Desk Manager is responsible for leading the IT Service Desk function across ...

Applause

Service Desk Manager

Framingham, MA · On-site

As a Service Desk Manager , you will lead our global Service Desk team. The ideal candidate will ... Create Value for Our Customers : You love delivering meaningful business impact and being a release ...

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How much do customer service desk manager jobs pay per year?

As of Jun 25, 2026, the average yearly pay for customer service desk manager in the United States is $57,998.00, according to ZipRecruiter salary data. Most workers in this role earn between $41,000.00 and $70,000.00 per year, depending on experience, location, and employer.

What does a service desk manager do?

A service desk manager oversees the daily operations of a customer service or IT support team, ensuring efficient handling of customer inquiries and technical issues. They coordinate staff, implement policies, monitor performance metrics, and use tools like ticketing systems to improve service quality and customer satisfaction.

What does a customer service manager do?

A customer service desk manager oversees the daily operations of a customer service team, ensuring customer inquiries and issues are handled efficiently. They train staff, develop policies, monitor performance metrics, and use tools like CRM software to improve service quality and customer satisfaction.

What is the highest paying customer service job?

The highest paying customer service roles are often in management or specialized fields such as Customer Service Director or Customer Experience Executive, with salaries exceeding $100,000 annually. These positions typically require extensive experience, leadership skills, and sometimes advanced certifications or industry knowledge.

Is a helpdesk a stressful job?

A Customer Service Desk Manager role can be stressful due to high call volumes, demanding customers, and the need for quick problem resolution. Managing team performance and maintaining service quality also contribute to job pressure, but effective communication skills and experience with helpdesk tools can help mitigate stress.
What cities are hiring for Customer Service Desk Manager jobs? Cities with the most Customer Service Desk Manager job openings:
What are the most commonly searched types of Customer Service Desk jobs? The most popular types of Customer Service Desk jobs are:
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Customer Service Desk Manager jobs near you
Service Desk Manager

Service Desk Manager

The Heritage Foundation

Washington, DC • On-site

$85K - $100K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 18 days ago

Job description

Title: Service Desk Manager
Reports to: Director, Information Technology
Job Summary:The Service Desk Manager plays a crucial role in fostering positive customer interactions through excellent communication skills, a professional demeanor, and meeting the unique needs of a varied internal customer base. This individual oversees a small Service Desk team, managing day-to-day operations and providing tier 1 and 2 technical support to ensure high-quality customer service. The Service Desk Manager mentors and continuously improves the Service Desk team and enhances the overall effectiveness of the Service Desk, ensuring high levels of customer satisfaction and operational efficiency.
Job Duties:
  • Coordinate and triage high-priority and complicated support issues to ensure timely resolution.
  • Develop and document Service Desk procedures and processes to ensure:
    • issue resolution with appropriate urgency,
    • root causes of issues are identified and addressed,
    • new learnings are integrated into Service Desk and end-user documentation,
    • customer service is prioritized in every interaction, and
    • appropriateissue data is collected within the tracking system.
  • Implement a highly effective and workable framework for daily performance, metrics, and benchmarks that drives the continuous improvement of the Service Desk.
  • Leverage ticket metrics and survey feedback to monitor and report on Service Desk performance to management, highlighting areas for improvement.
  • Implement and enforce Service Desk policies and procedures, ensuring compliance with organizational standards.
  • Lead efforts for staff onboarding and offboarding, ensuring all employees receive consistent, exceptional customer service through established best practices and procedures.
  • Establish and manage the IT Asset Management process, ensuring accurate inventory and optimal resource utilization.
  • Create and maintain detailed process maps and knowledge base documentation to ensure consistent and efficient service delivery.
  • Supervise the Service Desk team, including managing employee schedules, ensuring availability for after-hours response.
  • Coordinate backup support to Audio Visual team for virtual meetings and events as needed.

Qualifications:
Education: Bachelor's degree in a related field or equivalent experience is required; technical certifications aligned with Microsoft Office 365/Azure administration and/or ITIL framework certifications (V3 or V4) are preferred
Experience: 4+ of technical experience with a proven track record in a lead or supervisory capacity; experience supporting systems and devices in various environments; experience in Asset Management and Incident Management is preferred
Communication: Excellent verbal and written skills to communicate technical issues to non-technical personnel
Technology: Microsoft and Apple operating systems
Other Requirements:
  • Understand and support the Heritage mission and vision for America, and the department's goals and objectives.
  • Strong troubleshooting, technical, and analytical skills.
  • Excellent customer service skills and ability to manage multiple tasks at one time.
  • Ability to work onsite at headquarters in Washington, DC.
  • On-call responsibilities as required, including occasional after-hours needs.

Benefits and Salary:
The Heritage Foundation offers a highly competitive benefits package that includes, but is not limited to, best-in-class health care, vision, and dental insurance, employer-sponsored retirement funding, "take what you need" PTO and sick leave, 14 weeks of paid leave for new moms and 6 weeks of paid leave for new dads, among other programs.
The salary range for this role is $85,000 - $100,000 annually. This range is a good-faith estimate, and the final salary offered to a selected candidate depends on a variety of factors including, but not limited to, the candidate's experience, education, and other qualifications; internal and external market pay for comparable jobs; and level of hire based on aforementioned qualifications.

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