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Day Shift Service Desk Manager Jobs (NOW HIRING)

APGFCU

Manager, Service Desk

Edgewood, MD · On-site +1

Manage day-to-day operations of IT service desk including ticket assignment, escalation and resolution * Develop, implement and maintain Key Performance Indicators (KPIs) and Service Level Agreements ...

APGFCU

Manager, Service Desk

Edgewood, MD · On-site

Manage day-to-day operations of IT service desk including ticket assignment, escalation and resolution * Develop, implement and maintain Key Performance Indicators (KPIs) and Service Level Agreements ...

ASM Research

Service Desk Manager

Experience with device management (SCCM/Intune). * ITIL v4 certification. * Familiarity with secure email (S/MIME) and authentication integrations with cloud services. Core Competencies * Expert ...

V-NET Consulting

Be Seen First

IT Service Desk Manager

Opa Locka, FL · On-site

$80K - $100K/yr

We are seeking a Service Desk Manager to lead our client support operations and drive excellence in ... day.

Everwise Credit Union

Service Desk Analyst

Indianapolis, IN · On-site

$19.50 - $26.75/hr

Service Desk Request Management: Respond to incoming Service Desk requests through multiple channels-including phone, email, messages, ServiceNow, and in-person interactions-adhering to Service Level ...

Dairy Queen

Day Shift Service

Newburgh, IN · On-site

$14/hr

Day Shift Service Share Apply Part-time Up to $14.00 per hour We would love to have you join our ... Maintain equipment and inform management of maintenance needs * Stock paper goods, condiments ...

Philips

Senior Manager, Service Desk Operations

$131K - $208K/yr

Lead day-to-day technical direction for Level 1 support operations, triage quality, and queue discipline, including direct oversight and management of Service Desk Managers and Major Incident ...

DMI

Mid-Level Service Desk Manager

Atlanta, GA · On-site

Learn more at www.dminc.com DMI, LLC is seeking a Mid Service Desk Manager to join us. Duties and Responsibilities: * Oversee deskside support operations at the Customer Support Center (CSC ...

TekSynap

Service Desk Team Lead

Arlington, VA

$130K - $155K/yr

Manage all Service Desk supervisors; * Coordinate Service Desk staff training sessions; * Liaise ... Schedule is day shift Monday - Friday. May be requested to work evenings and weekends to meet ...

Forterra

IT Service Desk Manager

Clarksburg, MD · On-site

$140K - $170K/yr

About the role As our IT Service Desk Manager, you will be responsible for leading a team of IT ... Competitive paid time off (PTO) offering 20 days accrued per year. * A minimum of 7 weeks fully ...

Detroit IT

Service Desk Technician

Birmingham, MI · On-site

Detroit IT is seeking a Service Desk Technician to join our team! This person will work in our ... Manages and triages multiple incoming priorities effectively by understanding customer needs to ...

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All JobsDay Shift Service Desk JobsDay Shift Service Desk Manager Jobs

Day Shift Service Desk Manager information

See salary details

$36.5K

$94.5K

$157K

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

As of Aug 11, 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 August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 19% Part Time, and 3% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $94,518 per year, or $45.4 per hour.

Service Desk Lead Agent

United Regional Transition Clinic

Wichita Falls, TX • On-site

Full-time

Re-posted 3 days ago

Job description


Summary of Essential Functions
The Service Desk Team Lead serves as a working lead responsible for coordinating daily Service Desk operations while providing guidance, coaching, and quality oversight to team members. This role acts as the operational bridge between frontline support staff and Service Desk leadership, ensuring SLA performance, effective ticket handling, and adherence to ITSM processes. The Team Lead partners with the Service Desk Manager to support continuous improvement efforts and assumes day-to-day operational authority for the Service Desk during assigned shifts.
Educational Requirements
  • High school diploma or equivalent required.
  • Must be able to communicate effectively in English, both verbally and in writing.
  • Associate degree in Information Technology or related field preferred; equivalent experience acceptable.

Knowledge/Skills/Abilities
  • Solid understanding of IT operations, EMR systems, and troubleshooting techniques.
  • Proficiency in ITSM tools such as ServiceNow, including ticket lifecycle management and documentation standards.
  • Familiarity with contact center platforms (e.g., Five9), including call monitoring, reporting, and performance analysis.
  • Working knowledge of telecommunication systems, paging platforms, and alarm/annunciator monitoring systems in a healthcare environment.
  • Strong customer service and communication skills with the ability to model expected behaviors.
  • Ability to direct daily work activities and prioritize workload in a fast-paced environment.
  • Experience coaching and mentoring team members.
  • Sound judgment in incident triage, prioritization, and escalation decisions.
  • Working knowledge of ITIL principles and service management processes.
  • Strong organizational, analytical, and documentation skills.

Preferred Qualifications
  • 1-3 years of Service Desk or technical support experience.
    • ITIL Foundations, CompTIA A+, or similar certifications.
    • Healthcare IT or hospital environment experience.
    • Prior informal leadership or training experience.

Duties and Responsibilities
  • Frontline Support: Provides direct support for incidents and service requests as needed, particularly during high volume or staffing shortages.
  • Daily Operations Leadership: Directs real-time Service Desk activities, including workload distribution, queue balancing, and shift coordination.
  • SLA Ownership: Accountable for meeting service level targets during assigned shifts; proactively addresses delays or bottlenecks.
  • Queue Management: Monitors ticket queues for accuracy, prioritization, and aging; ensures proper routing and resolution timelines.
  • Escalation Management: Serves as the primary escalation point for Service Desk staff; resolves issues at the lowest level before engaging leadership.
  • Incident Coordination: Leads initial coordination of low to moderate incidents, ensuring communication and progress tracking.
  • Call Quality Assurance: Performs structured call monitoring and evaluation using contact center platforms (e.g., Five9). Provides actionable feedback to improve First Call Resolution (FCR), customer experience, and adherence to communication standards.
  • Emergency Communications Support: Supports operator functions including call routing, overhead paging for codes and critical communications, secure messaging, and monitoring of annunciator and alarm systems. Ensures timely and accurate communication during urgent and emergent situations.
  • Quality Assurance: Reviews tickets and interactions to ensure adherence to documentation standards and service expectations.
  • Coaching and Feedback: Provides ongoing coaching and real-time feedback to improve technical skills, communication, and process adherence. Documents performance concerns and trends and escalates them to the Service Desk Manager for review and formal action as appropriate.
  • Training Support: Assists with onboarding and reinforcing standard tools and processes.
  • Communication: Maintains clear communication across shifts regarding outages, issues, and operational priorities.
  • Process Adherence: Reinforces ITSM processes including Incident, Request, and Knowledge Management standards.
  • Continuous Improvement: Identifies trends, recurring issues, and process gaps; provides actionable recommendations to leadership.
  • Reporting Support: Assists the Manager in collecting operational data and identifying performance trends.

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