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Director Service Desk Jobs (NOW HIRING)

State of Michigan

Service Desk Administrator

Lansing, MI · On-site

$60K - $80K/yr

Under the direction of the Director of the Senate Business Office, Senate Information Services (SIS) Director, and IT Operations Manager, and supervised by the Service Desk Supervisor, the Service ...

ITTConnect

Service Desk Lead

Miami, FL

$120K - $140K/yr

ITTConnect is seeking an IT Service Desk Team Leader for a direct-hire full time position with a client that is a large financial institution. Key Responsibilities: * Lead and Manage the IT Services ...

Genesis10

Service Desk Supervisor - Hybrid

Omaha, NE · Hybrid

$40 - $48/hr

This role provides direct people leadership, oversees 24x7 support operations (including overnight ... Oversee daily Service Desk operations including incident, request, and queue management * Ensure ...

ITTConnect

Service Desk Lead

Miami, FL · On-site

ITTConnect is seeking an IT Service Desk Team Leader for a direct-hire full time position with a client that is a large financial institution. Key Responsibilities: * Lead and Manage the IT Services ...

ITTConnect

Service Desk Lead

Miami, FL

ITTConnect is seeking an IT Service Desk Team Leader for a direct-hire full time position with a client that is a large financial institution. Key Responsibilities: Lead and Manage the IT Services ...

ITTConnect

Service Desk Lead

Miami, FL

Job Opening ITTConnect is seeking an IT Service Desk Team Leader for a direct-hire full time position with a client that is a large financial institution. Key Responsibilities: Lead and Manage the ...

nfrastructure

Senior Service Desk Manager

Buffalo, NY · On-site

Senior Service Desk Manager The Senior Service Desk Manager is responsible for providing ... Provide direction in complex problem-solving situations and participate in direct interaction with ...

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Director Service Desk information

What are Director Service Desk roles and responsibilities?

A Director Service Desk is responsible for overseeing the entire service desk operation within an organization. This includes managing staff, setting customer service standards, implementing best practices, and ensuring that IT support services meet business needs. They also analyze service desk performance, drive continuous improvement, and collaborate with other IT leaders to align support services with organizational goals. The director often communicates with upper management to report on metrics, budgets, and strategic initiatives.

What are some common challenges faced by a Director of Service Desk, and how can they be addressed?

As a Director of Service Desk, you may encounter challenges such as managing high ticket volumes, maintaining consistent service quality, and motivating a diverse team. Balancing rapid response times with thorough issue resolution requires strong process optimization and the effective use of key performance indicators. Additionally, fostering collaboration across IT, operations, and customer service departments is crucial for resolving complex issues and driving continuous improvement. Proactive communication, regular training, and leveraging automation tools can help address these challenges effectively.

What is the difference between Director Service Desk vs Service Desk Manager?

AspectDirector Service DeskService Desk Manager
ResponsibilitiesOversees multiple service desk teams, strategic planning, and high-level policy developmentManages daily operations, team supervision, and service delivery
Required CredentialsBachelor's degree, ITIL certification, extensive experience in IT service managementBachelor's degree, ITIL certification, experience in service desk operations
Work EnvironmentSenior leadership setting, strategic meetings, cross-department collaborationOperational environment, team management, customer interaction

The main difference between a Director Service Desk and a Service Desk Manager lies in scope and strategic focus. The Director oversees multiple teams and sets long-term goals, while the Manager handles daily operations and team supervision. Both roles require similar credentials and are vital in IT service management, but the Director's role is more strategic and high-level.

What are the key skills and qualifications needed to thrive as a Director Service Desk, and why are they important?

To thrive as a Director Service Desk, you need extensive experience in IT service management, strategic leadership, and a solid understanding of service desk operations, often backed by a bachelor's degree in IT or a related field. Familiarity with ITIL frameworks, ticketing systems like ServiceNow or Jira, and certifications such as ITIL or HDI are typically required. Exceptional communication, problem-solving, and team leadership skills help in managing diverse teams and driving continuous improvement. These competencies are essential for ensuring high-quality support, optimizing performance, and aligning IT services with organizational goals.
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What cities are hiring for Director Service Desk jobs? Cities with the most Director Service Desk job openings:
What are the most commonly searched types of Service Desk jobs? The most popular types of Service Desk jobs are:
What states have the most Director Service Desk jobs? States with the most job openings for Director Service Desk jobs include:
What job categories do people searching Director Service Desk jobs look for? The top searched job categories for Director Service Desk jobs are:
Director Service Desk jobs near you
Infographic showing various Director Service Desk job openings in the United States as of May 2026, with employment types broken down into 100% Full Time. Highlights an 33% In-person, 34% Hybrid, and 33% Remote job distribution.
Service Desk Administrator

Service Desk Administrator

State of Michigan

Lansing, MI • On-site

$60K - $80K/yr

Full-time

Medical, Dental, Vision, Life, Retirement

Posted 10 days ago

State Of Michigan rating

7.9

Company rating: 7.9 out of 10

Based on 181 frontline employees who took The Breakroom Quiz

12th of 50 rated states

Job description

Salary: $60,000.00 - $80,000.00 Annually
Location : Lansing, MI
Job Type: Permanent Full Time
Job Number: 5292026
Department: Michigan State Senate
Opening Date: 05/29/2026
Closing Date: Continuous
Bargaining Unit: N/A
Job Description
This is an at-will, nonpartisan position in the Senate Business Office (SBO). The SBO oversees the general administrative operations of the Michigan Senate and includes the Facilities & Services, Finance, Human Resources, Office of the Director, Senate Information Services, and Senate Police departments.
Under the direction of the Director of the Senate Business Office, Senate Information Services (SIS) Director, and IT Operations Manager, and supervised by the Service Desk Supervisor, the Service Desk Administrator acts as the primary escalation contact for the Service Desk Analysts. The Service Desk Administrator also provides end user support, manages user access, and integrates Active Directory with identity management systems ensuring it is in sync with other directories. The Service Desk Administrator provides formal classroom instruction and informal one-on-one training on computer software. The Service Desk Administrator prepares training materials, including revisions to existing documentation and creation of new documentation.
ESSENTIAL JOB FUNCTIONS:
  • Manages customer expectations in a positive and friendly manner, setting the organizational standard for customer engagement, and serving as a professional communication channel between end users and SIS
  • Provides end user support and user access management
  • Triages service requests and incidents appropriately, using ITIL methodology in the ITSM tool
  • Provides first call resolutions, doing appropriate troubleshooting when possible and escalates as necessary
  • Provides advanced technical and troubleshooting assistance related to computer hardware and software, and other tech tools and products
  • Integrates Active Directory with identity management systems within various software applications, ensuring Active Directory is in sync with other directories
  • Maintains access control lists, security groups, permissions, and structure of current on-premises mapped drives and/or cloud file shares
  • Creates and maintains scripts that automate the end user lifecycle, including Human Resources Information Systems (HRIS) integration
  • Manages all aspects of the end user lifecycle, including account access and mail forwarding
  • Evaluates AD and OS administrative tasks performed by Service Desk and Technical Service staff and develops automated procedures to reduce steps, eliminate redundancy, and foster standardization
  • Coordinates with Human Resources to maintain a current and accurate end user listing in Active Directory
  • Monitors all relevant automations to ensure continuous operation; troubleshoots and resolves issues
  • Develops new ways to automate routine tasks
  • Researches acute technical problems such as inconsistent email retention, cluster communication failures, and public folder replication issues
  • Assists and trains Service Desk Analysts in areas of advanced troubleshooting
  • Provides cross functional tier one and tier two to process service requests and issues
  • Develops and maintains accurate and relevant Service Desk knowledge documents
  • Identifies problems, incidents, and requests correctly; then categorizes and prioritizes them in the ITSM tool
  • Seeks knowledge and education to improve Service Desk competence and improve first call resolution
  • Ensures tickets are resolved following approved procedures
  • Coordinates ticket escalations, outages, and other technical communications to affected end users
  • Provides on-site technical assistance on the Senate Chamber floor during Session
  • Advises on written and interactive training materials and technology tip sheets; prepares new training materials and reviews existing documentation for revisions and updates

SECONDARY DUTIES AND RESPONSIBILITIES:
  • Evaluates new or upgraded versions of software and produces written reports on user functionality
  • Assists in maintaining an inventory of IT hardware and software assets
  • Provides computer onboarding for new employees to familiarize them with Senate-related applications and sites
  • Participates in special projects as assigned
  • Performs other duties as assigned by the Service Desk Supervisor or IT Operations Manager

Required Education and Experience
  • Associate Degree in a related technical field or professional certification on applicable software packages supported at the Michigan Senate preferred
  • Three years or more of related personal computer software experience and/or software instruction training required
  • Three years or more of user support preferred, performing activities that correspond to listed qualifications
  • Experience working in a team-oriented, collaborative environment
  • Other combinations of education and experience will be evaluated on an individual basis

Alternate Education and Experience
  • Advanced knowledge of Microsoft Office 365, including Word, Excel, Outlook, OneDrive, SharePoint, and Teams
  • Knowledge of workstation operating system support consisting of Windows 11 and client software
  • Knowledge of Android and iOS mobile device operating systems
  • Excellent understanding of the Senate's goals and objectives
  • Excellent interpersonal skills, with a focus on listening and questioning skills
  • Excellent documentation skills
  • Ability to teach introductory through advanced classes on Windows 11, Microsoft Office 365, Internet access and navigation techniques
  • Ability to communicate well with others, both orally and in writing
  • Ability to conduct research into a wide range of computing issues as required
  • Ability to absorb and retain information quickly
  • Ability to present ideas in user-friendly language to non-technical end users
  • Ability to work cooperatively with information and development analysts to solve problems
  • Ability to prioritize multiple tasks in a fast-paced environment and work within time frames that may be rigid or subject to change on short notice
  • Ability to work in a professional and nonpartisan manner
  • Ability to work outside of prescribed work hours when necessary
  • Ability to develop and maintain good working relationships with legislators and other elected officials, staff, vendors, and other agencies

Additional Requirements and Information
This job description is not intended as a comprehensive list of all of the duties required of this position. Additional duties may be assigned from time to time, and the listed duties are subject to change at any time, with or without notice.
STATUS: Salaried, with a standard benefits package
SALARY: $60,000 - $80,000, based on experience
GOVERNING CAUCUS: Nonpartisan
This is a non-civil service, at-will position.
Interested applicants, please submit a cover letter and resume with your application.
The Michigan Senate considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, height, weight, disability, marital status, sexual orientation, gender identity or expression, or any other legally protected status. If you are a person with a qualified disability, you may request any needed reasonable accommodation to participate in the application, testing, and/or interview process by contacting the Senate ADA Coordinator at 517-373-1675.
Accommodations
If you require a reasonable accommodation to participate in the application or selection processes, please contact the for the agency that posted this position vacancy.
The Michigan Senate employment benefits include an array of options from health insurance to retirement programs. This page gives a brief explanation of some of the benefits that are offered by the Michigan Senate.
Insurance and Other Benefits
Insurances include medical, dental, vision and life. Employees also have the option to purchase additional life, accidental death, long term disability, long term care insurance, and legal services. Flexible spending accounts for medical expenses and child care are also available.
Leave Time
Full time/salaried employees receive 16 hours of personal time upon hire and accrue 8 hours of leave time per pay period.
Holidays
State employees receive 13 scheduled holidays each year, including New Year's Eve and New Year's Day, Christmas Eve and Christmas Day, Memorial Day, and Veterans Day, just to name a few. State employees also receive Election Day off every other year.
Deferred Compensation
Employees may invest income in a tax-deferred retirement investment program. The state offers two optional deferred compensation plans, the 457 and 401(k). The employee decides the amount deducted from their paycheck.
Retirement
Employees receive a minimum 4% state contribution toward their retirement fund. If an employee elects to contribute more, the state will match that percentage (up to 5%).

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