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Day Shift Service Desk Manager Jobs (NOW HIRING)

Onsite Computing, Inc

Service Desk Manager

Corona, CA · On-site

$75K - $85K/yr

Position Overview The Service Desk Manager is responsible for overseeing the performance and day-to-day operations of the Service Desk, ensuring the delivery of high-quality IT support services to ...

Peraton

Service Desk Manager

Washington, DC

$112K - $179K/yr

Each day, our employees do the can't be done by solving the most daunting challenges facing our ... Depending on the position, employees may be eligible for overtime, shift differential, and a ...

nfrastructure

Senior Service Desk Manager

Buffalo, NY · On-site

Company Description Let's Work Together Senior Service Desk Manager This position is based in Buffalo,NY LIFE at nfrastructure At nfrastructure, we understand that our success results from our ...

kgs

2nd Shift Service Desk

Vienna, VA

2nd Shift Service Desk Kadiak LLC, a Koniag Government Services company, is seeking an experienced ... Managing the customer's ticketing queue. * Tier 1-2 troubleshooting. * Solving issues such as ...

DMI

Service Desk Manager

Washington, DC · On-site

This role oversees day-to-day service desk operations, manages a cloud-based ITSM platform, ensures SLA achievement and reporting, and coordinates across Tier 1, Tier 2, Tier 3, and vendor teams to ...

Sonepar

Manager Service Desk

Hamilton, NJ · On-site

Sonepar Management Group (SMG) supports our Sonepar brands (i.e. operating companies) in the US ... Accountable for day-to-day Service Desk operations and service delivery outcomes across incidents ...

Tempus

IT Service Desk Manager

Chicago, IL · Hybrid

$120K - $145K/yr

Role Overview The IT Service Desk Manager is a critical leadership role responsible for overseeing the daily operations of the Service Desk team while driving the strategic evolution of our support ...

ENFRA LLC

IT Service Desk Manager

Metairie, LA · On-site

Own day-to-day operations of the Service Desk, ensuring consistent service delivery across the organization * Lead, coach, and manage Service Desk personnel, including internal staff, external ...

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Day Shift Service Desk Manager information

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$36.5K

$94.5K

$157K

How much do day shift service desk manager jobs pay per year?

As of Jun 9, 2026, the average yearly pay for day shift service desk manager in the United States is $94,518.00, according to ZipRecruiter salary data. Most workers in this role earn between $71,000.00 and $112,500.00 per year, depending on experience, location, and employer.

What is the difference between Day Shift Service Desk Manager vs Help Desk Supervisor?

AspectDay Shift Service Desk ManagerHelp Desk Supervisor
CertificationsITIL, CompTIA, or similarITIL, CompTIA, or similar
Work EnvironmentManaged service desks, corporate IT supportHelp desk teams, customer support centers
Employer & Industry UsageIT departments, tech companies, large organizationsIT support centers, customer service firms

The Day Shift Service Desk Manager oversees daily IT support operations during daytime hours, focusing on team management and service quality. The Help Desk Supervisor also manages support teams but may have a narrower scope, often focusing on customer interactions. Both roles require similar certifications and work in comparable environments, but the Service Desk Manager typically has broader responsibilities and strategic oversight.

More about Day Shift Service Desk Manager jobs
What cities are hiring for Day Shift Service Desk Manager jobs? Cities with the most Day Shift Service Desk Manager job openings:
What states have the most Day Shift Service Desk Manager jobs? States with the most job openings for Day Shift Service Desk Manager jobs include:
What job categories do people searching Day Shift Service Desk Manager jobs look for? The top searched job categories for Day Shift Service Desk Manager jobs are:
Day Shift Service Desk Manager jobs near you
Infographic showing various Day Shift Service Desk Manager job openings in the United States as of June 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $94,518 per year, or $45.4 per hour.
Service Desk Manager

Service Desk Manager

Onsite Computing, Inc

Corona, CA • On-site

$75K - $85K/yr

Full-time

Posted 18 days ago

Job description

Position Overview
The Service Desk Manager is responsible for overseeing the performance and day-to-day operations of the Service Desk, ensuring the delivery of high-quality IT support services to clients. This role drives service excellence through effective team leadership, process optimization, and accountability to service level agreements (SLAs) and key performance indicators (KPIs). The Service Desk Manager serves as both an internal leader and external client liaison, ensuring consistent service delivery, strong communication, and continuous improvement across all support functions.
Key Responsibilities
Service Desk Operations
  • Manage and monitor incoming service requests, calls, and ticket queues to ensure timely and efficient response.
  • Assign, prioritize, and balance workload across the support team based on urgency, impact, and SLA requirements.
  • Act as the primary escalation point for complex issues, coordinating resolution efforts across technical teams.
  • Ensure consistent adherence to service delivery standards and operational workflows.

Team Leadership & Development
  • Lead, mentor, and develop service desk personnel through regular coaching, feedback, and performance reviews.
  • Identify training needs and implement development plans to improve technical and customer service skills.
  • Foster a collaborative team environment, addressing conflicts and promoting accountability.
  • Organize and support team-building initiatives to strengthen engagement and morale.

Service Delivery & Client Management
  • Act as a liaison between clients and the service desk to address service delivery concerns and escalations.
  • Manage client expectations across all communication channels (phone, email, remote support, and onsite engagements).
  • Support both reactive support efforts and proactive service initiatives, including scheduled client visits.
  • Partner with leadership and account management teams to improve client satisfaction and retention.

Process Improvement & SOP Management
  • Identify gaps in Standard Operating Procedures (SOPs) and lead efforts to develop, refine, and document processes.
  • Ensure the team follows established procedures for routine tasks such as user provisioning, workstation setup, and system configuration.
  • Continuously improve workflows to increase efficiency, consistency, and service quality.

Documentation & System Integrity
  • Enforce timely, accurate, and thorough documentation of all service activities within the ticketing system.
  • Ensure consistency in documentation for assets, configurations, credentials, and processes.
  • Maintain high standards for documentation quality to support operational continuity and compliance.

Performance Monitoring & Reporting
  • Monitor and report on key service delivery metrics, including SLA compliance, ticket response/resolution times, backlog, and service quality.
  • Manage dashboards and reporting tools to provide visibility into team performance, risks, and service trends.
  • Drive continuous improvement initiatives based on measurable performance data.

Qualifications
  • Required: Proven experience in a Service Desk or Service Delivery leadership role within an MSP environment.
  • Required: Strong understanding of ticketing systems (e.g., Autotask, ConnectWise) and service management workflows.
  • Required: Experience managing SLAs, KPIs, and service delivery performance metrics.
  • Required: Excellent leadership, communication, and organizational skills.
  • Required: Experience in an MSP (Managed Service Provider) environment
  • Preferred: ITIL Certification (v4 or v5 Foundation or higher)
  • Preferred: Experience working with diverse network stacks (Ubiquiti, SOPHOS, SonicWALL, Fortinet, etc.)
  • Preferred: Experience working with Kaseya products (Datto RMM, IT Glue, Rocketcyber, SAAS Alerts, etc.)

Core Competencies
  • Service delivery ownership and accountability
  • Client relationship management
  • Team leadership and coaching
  • Process development and continuous improvement
  • Data-driven decision-making
  • Escalation and incident management

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