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Itil Service Desk Jobs (NOW HIRING)

Softrim

Service Desk Manager

Alpharetta, GA · Hybrid

Implement and optimize ITIL-aligned service management processes. Team Management * Lead, mentor, and coach service desk analysts to maintain high performance and engagement. * Conduct regular ...

Softrim LLC

Service Desk Manager

Alpharetta, GA · On-site

Implement and optimize ITIL-aligned service management processes. Team Management * Lead, mentor, and coach service desk analysts to maintain high performance and engagement. * Conduct regular ...

Markel

Supervisor Service Desk

Richmond, VA · On-site

They are seeking a Service Desk Supervisor to oversee the daily operations of their service desk, ensuring effective ticket handling and excellent customer service while applying ITIL best practices.

HireITPeople

Service Desk Technician

Atlanta, GA · On-site

The IT Service Desk Technician provides first- and second-level technical support to agency ... Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management. Document ...

RFA

Service Desk Engineer (Sun - Thur)

New York, NY · On-site

... Desk Engineer serves as the primary technical point of contact for RFA's global client base ... Knowledge of ITIL service management principles. * Strong written and verbal communication skills ...

Purple Communications, Inc

Help Desk Technician

Austin, TX · On-site

$19.75 - $26.75/hr

... an ITIL Service Desk product for tracking issues and resolution • Experience with Active Directory, and the full Office 365 Suite • Experience setting up, configuring, and troubleshooting VPN ...

KēSTA I.T.

Service Desk Tech~

Atlanta, GA

$27.50 - $37/hr

... ITIL best practices for Incident, Request, Problem, and Knowledge Management processes. · Document ... a Help Desk or Service Desk environment, or an Associate's degree in Information Technology ...

RFA

Service Desk Engineer (Sun - Thur)

New York, NY · On-site

... Desk Engineer serves as the primary technical point of contact for RFA's global client base ... Knowledge of ITIL service management principles. * Strong written and verbal communication skills ...

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Itil Service Desk information

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$36.5K

$94.5K

$157K

How much do itil service desk jobs pay per year?

As of Aug 13, 2026, the average yearly pay for itil service desk 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 jobs can I get with Itil Service Desk?

With ITIL Service Desk experience, you can pursue roles such as Service Desk Analyst, IT Support Specialist, or Incident Manager. These positions typically require knowledge of ITIL processes, troubleshooting skills, and familiarity with ticketing tools like ServiceNow or Jira. Certifications like ITIL Foundation can enhance job prospects in IT service management.

Is ITIL a good career path?

ITIL Service Desk roles involve managing IT service requests and incidents using ITIL best practices, which are widely adopted in IT service management. Pursuing ITIL certifications can enhance career prospects and demonstrate expertise in service delivery processes. It is a stable career path for those interested in IT operations and customer support within structured environments.

What are some typical challenges faced by ITIL Service Desk professionals, and how can they be managed effectively?

ITIL Service Desk professionals often encounter challenges such as managing a high volume of tickets, prioritizing incidents, and handling users with varying technical literacy. Successfully navigating these issues requires strong organizational skills, effective use of ITIL processes like incident categorization and escalation, and clear communication with both users and technical teams. Regular training and collaboration with other IT departments can also help service desk staff stay updated on best practices and deliver consistent, high-quality support.

What is an ITIL Service Desk?

An ITIL Service Desk is a central point of contact within an organization that manages incidents, service requests, and communication with users. Based on ITIL (Information Technology Infrastructure Library) best practices, the Service Desk aims to restore normal service operations as quickly as possible and minimize business disruptions. It handles issues such as password resets, troubleshooting, and providing information, ensuring a streamlined IT support process for employees and customers. The Service Desk also helps track and report problems to improve IT services over time.

What is the difference between Itil Service Desk vs Help Desk Technician?

AspectItil Service DeskHelp Desk Technician
CertificationsITIL Foundation, Service Management certificationsCompTIA A+, HDI Support Center Analyst
Work EnvironmentIT service management, structured processesEnd-user support, troubleshooting
Industry UsageIT service providers, large organizationsSmall to medium businesses, IT support teams

While both roles involve IT support, an Itil Service Desk focuses on managing IT services using ITIL best practices, often in larger organizations. A Help Desk Technician provides direct technical support to users, typically handling troubleshooting and issue resolution. The roles overlap in customer service and technical skills but differ in scope and process orientation.

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

To thrive as an ITIL Service Desk professional, you need a solid understanding of ITIL best practices, incident management, and troubleshooting, often supported by ITIL Foundation certification or equivalent experience. Familiarity with service desk ticketing systems such as ServiceNow or Jira, and knowledge of ITSM tools, are typically required. Strong communication, active listening, and problem-solving skills help professionals deliver effective customer support and collaborate with technical teams. These skills and qualities ensure timely issue resolution, high customer satisfaction, and efficient IT service delivery.
More about Itil Service Desk jobs
What job categories do people searching Itil Service Desk jobs look for? The top searched job categories for Itil Service Desk jobs are:
Itil Service Desk jobs near you
Infographic showing various Itil Service Desk 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 Manager

Softrim

Alpharetta, GA • Hybrid

Full-time

Re-posted 5 days ago

Job description

Position Summary:


The Service Desk Manager is responsible for leading the daily operations of the IT Service Desk, ensuring high-quality technical support and customer service across the organization. This role oversees a team of service desk analysts, manages incident and request workflows, improves support processes, and ensures alignment with ITIL best practices and business objectives.


Key Responsibilities:


Operational Leadership


  • Manage day-to-day Service Desk operations, ensuring timely resolution of incidents and service requests.
  • Monitor ticket queues, assign priorities, and ensure SLA compliance.
  • Develop, track, and report on service desk performance metrics (e.g., FCR, SLA adherence, customer satisfaction).
  • Implement and optimize ITIL-aligned service management processes.


Team Management


  • Lead, mentor, and coach service desk analysts to maintain high performance and engagement.
  • Conduct regular performance reviews and facilitate ongoing training and skills development.
  • Manage staffing schedules and workload distribution.


Customer & Stakeholder Engagement


  • Serve as the primary escalation point for service issues.
  • Maintain strong communication with business units to understand support needs and identify improvement opportunities.
  • Ensure a customer-centric culture within the service desk team.


Process, Tools & Continuous Improvement


  • Maintain and enhance the knowledge base and documentation.
  • Identify recurring issues and work with technical teams to resolve root causes.
  • Drive automation and improvements in tools, workflows, and service delivery.
  • Support implementation and optimization of ITSM platforms (e.g., ConnectWise Automate, ConnectWise Manage, Auvik, Jira, ConnectSecure, etc.).


Governance & Compliance


  • Ensure adherence to security, compliance, and organizational policies.
  • Participate in audits and produce required reporting.
  • Contribute to IT disaster recovery and business continuity plans.


Job Requirements:


Education & Experience


  • Bachelor's degree in Information Technology, Computer Science, Business, or related field (or equivalent experience).
  • 2+ years of experience in a service desk, IT support, or technical operations environment.
  • 3+ years of experience in a supervisory or management role within an enterprise IT support environment.


Technical Skills


  • Strong understanding of ITIL framework; ITIL Foundation certification preferred.
  • Experience with ITSM tools such as ConnectWise Automate, ConnectWise Manage, Jira, ConnectSecure, Auvik, or similar.
  • Solid knowledge of Windows/Mac operating systems, networking basics, hardware/software support, and enterprise applications.
  • Familiarity with Active Directory, MS365 administration, mobile device management, and remote support tools.


Leadership & Soft Skills


  • Excellent customer service and communication skills.
  • Strong analytical, problem-solving, and decision-making abilities.
  • Proven ability to manage and motivate a technical support team.
  • Ability to work under pressure and manage multiple priorities.
  • Strong project management and organizational skills.


Preferred Qualifications


  • ITIL or ITSM certifications.
  • Experience in change management and continuous improvement methodologies.
  • Background supporting hybrid/cloud environments (Azure, AWS, Entra, Citrix, etc.).
  • Experience in high-availability or enterprise-scale organizations; Fortune 1000.


Apply