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Pennant Services

Sr. Service Desk Manager

Hartford, CT

JOB SUMMARY The Senior Service Desk Manager - Operations is responsible for leading the day-to-day ... Bachelor's degree in Information Technology, Business Administration, Management, or arelated field ...

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$36.5K

$94.5K

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

As of Aug 9, 2026, the average yearly pay for it 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 are some common challenges faced by IT Service Desk Managers, and how can they be addressed?

IT Service Desk Managers often encounter challenges such as managing high ticket volumes, ensuring consistent service quality across the team, and staying updated with rapidly evolving technology. Addressing these challenges involves implementing robust ticketing systems, setting clear performance metrics, and providing ongoing training for staff. Additionally, fostering open communication and collaboration with other IT departments helps ensure that issues are resolved efficiently and service expectations are met.

What are the key skills and qualifications needed to thrive as an IT Service Desk Manager, and why are they important?

To thrive as an IT Service Desk Manager, you need expertise in IT support processes, incident management, and a solid understanding of ITIL frameworks, often backed by a relevant bachelor’s degree and ITIL certification. Familiarity with ticketing systems like ServiceNow or Jira, remote support tools, and reporting platforms is typically required. Exceptional leadership, problem-solving, and communication skills help you manage teams and coordinate effectively with both technical staff and end users. These skills and qualities are crucial for optimizing service delivery, ensuring high user satisfaction, and driving continuous improvement in IT support environments.

What is the difference between It Service Desk Manager vs It Support Specialist?

AspectIt Service Desk ManagerIt Support Specialist
CertificationsITIL, HDI, CompTIA A+CompTIA A+, HDI, Microsoft Certified
Work EnvironmentTeam leadership, strategic planning, overseeing support teamsProviding technical support, troubleshooting, user assistance
Employer & Industry UsageIT departments across industries, corporate environmentsHelp desks, technical support centers, internal IT teams

The main difference is that an It Service Desk Manager oversees support teams and manages service delivery, while an It Support Specialist focuses on providing direct technical assistance to users. The manager handles strategic planning and team coordination, whereas the specialist handles day-to-day troubleshooting and user support.

What does an IT Service Desk Manager do?

An IT Service Desk Manager oversees the daily operations of an organization's IT service desk team. They are responsible for ensuring that user issues and requests are addressed promptly and effectively, managing support staff, implementing service improvements, and maintaining high levels of customer satisfaction. Additionally, they monitor performance metrics, develop support processes, and coordinate with other IT departments to resolve technical problems efficiently. Their goal is to ensure seamless IT support and contribute to overall business productivity.
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It Service Desk Manager jobs near you
Infographic showing various It Service Desk Manager job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 78% Full Time, 18% Part Time, and 3% Contract. Highlights an 91% Physical, 1% Hybrid, and 8% Remote job distribution, with an average salary of $94,518 per year, or $45.4 per hour.

Sr. Service Desk Manager

Pennant Services, Inc.

Eagle, ID • On-site

Full-time

Posted 2 days ago

New

Job description

WHO WE ARE

At Pennant, our culture is our competitive advantage. We are a collection of independent, locally led healthcare companies united by a shared purpose and the CAPLICO values—Celebration, Accountability, Passion, Love, Intelligence, Customer Second, and Ownership. We believe great results come from empowered leaders, strong relationships, and people who take ownership of their work.


JOB SUMMARY
The Senior Service Desk Manager – Operations is responsible for leading the day-to-day operational 
effectiveness of the Service Desk organization. This position oversees operational performance, service quality, process governance, workforce accountability, and continuous improvement initiatives to ensure support services are delivered efficiently and consistently. This role serves as a key leader in ensuring the Service Desk operates at a high level of efficiency while continually improving user experience, operational maturity, and business alignment.

JOB DUTIES
Strategic Execution & Operational Leadership

  • Drive operational consistency across Service Desk functions and support teams.
  • Ensure Service Desk operations are aligned with organizational goals, service expectations, and 
  • established standards.
  • Monitor service delivery performance and proactively address operational challenges impacting 
  • user experience.
  • Lead operational efforts to improve efficiency, effectiveness, and scalability across support 
  • functions.
  • Develop and maintain operational standards that support high-quality service delivery.

Metrics, Reporting & Accountability

  • Establish and maintain accountability for operational goals, service levels, project commitments, 
  • and departmental initiatives.
  • Facilitate recurring operational reviews focused on performance, service quality, customer 
  • satisfaction, productivity, and organizational priorities.
  • Ensure leaders and teams have clear ownership of initiatives, action items, and operational 
  • objectives.
  • Identify operational risks and escalate concerns that may impact service delivery or 
  • organizational performance.

Continuous Improvement & Service Excellence

  • Analyze operational workflows and identify opportunities to improve efficiency, quality, and user 
  • satisfaction.
  • Lead continual service improvement initiatives designed to enhance Service Desk performance 
  • and maturity.
  • Partner with Service Desk leadership to standardize procedures and improve consistency across 
  • teams.
  • Support implementation of tools, automation opportunities, and operational enhancements that 
  • improve service effectiveness.

Leadership & Team Development

  • Coach and mentor Service Desk leaders in operational planning, prioritization, accountability, 
  • and execution.
  • Foster a culture of ownership, collaboration, customer service, and continuous improvement.
  • Promote consistent operational expectations and leadership practices across the organization.
  • Encourage proactive communication, follow-through, and accountability at all levels of the 
  • Service Desk.

Service Management & Governance

  • Facilitate operational reviews, service assessments, and improvement planning activities.
  • Participate in major incident reviews, trend analysis, and service improvement initiatives when 
  • appropriate.
  • Facilitate collaboration between teams to remove barriers and improve execution of 
  • departmental objectives.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job related tasks other than those stated in this description.

QUALIFICATIONS

  • Bachelor’s degree in Information Technology, Business Administration, Management, or a related field, or equivalent combination of education and experience.
  • Seven (7) or more years of progressive IT operations or support leadership experience.
  • Three (3) or more years of leadership experience managing support operations, service delivery functions, or technical teams.
  • Demonstrated experience managing operational performance through metrics, reporting, and accountability practices.
  • Experience developing support processes, operational governance, and continual improvement initiatives.
  • Strong understanding of IT Service Management (ITSM) principles and support operations.
  • ITIL Foundation certification or equivalent preferred.
  • Excellent organizational, planning, and prioritization skills.
  • Excellent verbal and written communication skills.
  • Strong analytical and problem-solving capabilities.
  • Ability to identify risks and proactively develop mitigation strategies.
  • Strong facilitation and meeting leadership skills.
  • Ability to manage multiple competing priorities in a fast-paced environment.
  • Strong coaching and mentoring skills with the ability to improve the quality of operational planning and execution.

The employer for this position is stated in the job posting.  The Pennant Group, Inc. is a holding company of independent operating subsidiaries that provide healthcare services through home health and hospice agencies and senior living communities located throughout the US.  Each of these businesses is operated by a separate, independent operating subsidiary that has its own management, employees and assets.  More information about The Pennant Group, Inc. is available at http://www.pennantgroup.com.