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Senior Service Desk Jobs (NOW HIRING)

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 ...

G2IT LLC

Service Desk - SME

O Fallon, IL

$70K - $75K/yr

The Senior Service Desk Specialist will work as a team member on large and complex programs to ensure end-to-end automated solutions are successfully implemented and maintained. As a Senior Service ...

Occam Solutions

Sr Service Desk Technician

Tampa, FL · On-site

$60K/yr

The Senior Service Desk Technician will have many responsibilities such as: Interfaces directly with supported end-users to provide hardware, software, network and applications problem resolution. Is ...

Occam Solutions

Sr Service Desk Technician

Tampa, FL

$60K/yr

The Senior Service Desk Technician will have many responsibilities such as: Interfaces directly with supported end-users to provide hardware, software, network and applications problem resolution. Is ...

G2IT

Service Desk - SME

O Fallon, IL · On-site

$70K - $75K/yr

Senior Service Desk Specialist G2IT is seeking a Senior Service Desk Specialist to support client facing strategic initiatives. The Senior Service Desk Specialist will work as a team member on large ...

G2IT

Service Desk - SME

O Fallon, IL · On-site

$70K - $75K/yr

Senior Service Desk Specialist G2IT is seeking a Senior Service Desk Specialist to support client facing strategic initiatives. The Senior Service Desk Specialist will work as a team member on large ...

Occam Solutions

The Senior Service Desk Technician will have many responsibilities such as: Interfaces directly with supported end-users to provide hardware, software, network and applications problem resolution. Is ...

STRIDE BANK NA

Senior Service Desk Representative

Tulsa, OK · On-site

$16.75 - $23/hr

The Senior Service Desk Representative delivers advanced, high-touch technical support across multiple service channels while exemplifying the Bank's highest standards of customer service ...

1872 Consulting

Senior Service Desk Analyst

Chicago, IL

$21.25 - $28.75/hr

Senior Service Desk Analyst Chicago, IL - 2 days WFH, 3 days in office Shift: Monday-Friday 1:00pm-10:00am (with an hour lunch) Summary: The Service Desk Analyst is responsible for providing high ...

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Senior Service Desk information

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How much do senior service desk jobs pay per year?

As of Jun 8, 2026, the average yearly pay for senior service desk in the United States is $106,601.00, according to ZipRecruiter salary data. Most workers in this role earn between $98,500.00 and $116,500.00 per year, depending on experience, location, and employer.

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

To excel as a Senior Service Desk professional, you need strong troubleshooting abilities, in-depth IT knowledge, and experience with incident management, usually supported by certifications such as ITIL or CompTIA. Familiarity with ticketing systems like ServiceNow or Jira, as well as remote desktop and network diagnostic tools, is commonly required. Outstanding communication, patience, and problem-solving skills help you effectively assist users and mentor junior team members. These skills ensure swift resolution of technical issues, maintain high user satisfaction, and support overall IT service continuity.

How does a Senior Service Desk professional typically contribute to team development and mentorship?

As a Senior Service Desk professional, you often play a key role in mentoring junior team members and supporting their technical growth. This includes providing guidance on complex troubleshooting, sharing best practices, and helping new staff acclimate to service desk procedures. Senior team members also assist in developing training materials and may lead knowledge-sharing sessions, ensuring the entire team stays up-to-date with evolving technologies and customer service standards. This collaborative environment not only strengthens the team but also offers opportunities for leadership and career advancement.

What are Senior Service Desk professionals?

Senior Service Desk professionals are experienced IT support specialists who provide advanced technical assistance to users within an organization. They handle complex issues related to hardware, software, and network systems that cannot be resolved by junior staff. In addition to troubleshooting, they may oversee service desk operations, mentor junior technicians, and help develop support procedures and best practices. Their role is crucial in ensuring minimal downtime and maintaining high levels of user satisfaction.

What is the difference between Senior Service Desk vs Service Desk Technician?

AspectSenior Service DeskService Desk Technician
CertificationsITIL, CompTIA A+, HDI-Support Center AnalystCompTIA A+, HDI-Support Center Analyst (entry-level)
Work EnvironmentCorporate IT support, help desk, remote troubleshootingHelp desk, technical support, on-site or remote
ResponsibilitiesAdvanced troubleshooting, mentoring, process improvementBasic troubleshooting, ticket resolution, user support

The Senior Service Desk typically handles complex issues, mentors junior staff, and improves support processes, requiring more certifications and experience. Service Desk Technicians focus on resolving common user issues and providing basic support. The senior role involves leadership and advanced skills, while the technician role is more entry-level and task-focused.

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Senior Service Desk jobs near you
Senior Service Desk Manager

Senior Service Desk Manager

nfrastructure

Buffalo, NY • On-site

Full-time

Posted 22 days ago

Job description

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 diverse workforce. nfrastructure nployees relish challenging projects working alongside technology's best and the brightest. Our team members enjoy the freedom and support they receive to help our customers solve problems and capitalize on opportunities. Our work environments are designed to foster collaboration, creativity, excitement and success. We are a high-growth organization that counts many of the world's most admired brands as customers. nfrastructure is a CRN Triple Crown winner, a member of the Fast Growth 150, Tech Elite 250 and Solution Provider 500, Inc.'s Build 100 List of Sustained-Growth Companies, Inc.'s 500/5000 list, and are recognized as both a Times Union Top Workplace and a Best Company to Work for in New York State.
Job Description
The role: Senior Service Desk Manager
The Senior Service Desk Manager is responsible for providing exceptional vision and leadership to a team of technology professionals who are responsible for providing end user technology support services. This position will lead a team providing exceptional customer service to the State of New York employees and handle all relative communications with leadership and Service Desk personnel.
This position is responsible for leading and overseeing all Service Desk elements -- client relations, staffing to meet ever changing workflow needs, operational reporting, employee relations, and onboarding/offboarding support. This position requires strong problem solving skills and must ensure both operational stability and end user satisfaction. Communication skills are a must as the Senior Service Desk Manager will be required to interact with all areas of leadership to further refine, optimize, and transform the Service Desk's ongoing services. The Senior Service Desk Manager must strive to create a positive work environment and actively work to create strong business and staff relations
Responsibilities:
  • Manage all operational and daily activities of assigned resources to ensure clients receive effective and timely resolution of all issues in compliance with the Service Level Agreement requirements defined in the client contract and based on established company objectives.
  • Oversee daily volume of tickets generated from each client ; help prioritize tickets across all clients to ensure timely resolution of issues with highest impact on clients.
  • Responsible for developing and documenting processes and procedures particularly in a SLA driven environment
  • Participate in resource management meetings on a weekly basis to identify resource-requirements across the department and to ensure optimal productivity levels are achieved by all technical resources each week.
  • Define internal Service Desk performance indicators for quality assurance in support of customer facing performance indicators and present them to management.
  • Proactively manage communications pertaining to technical support, operations, changes, outages, and issues in a timely, professional manner.
  • Regularly communicate service performance levels to key stakeholders, including Project Executives, Operations Manager, and Interface Manager.
  • Serve as key point of contact for all matters related to the Service Desk, including: implementation of Service Desk strategy and initiatives, client and/ or account team escalations, Service Desk reporting, Service Desk productivity, and Service Desk hours of coverage.
  • Supervise Team Leads, assigning duties and preparing and delivering performance reviews.
  • Manage resources, including sourcing for, hiring, developing, and retaining high-performing staff.
  • Manage resources to achieve objectives and satisfy client requirements; promote cooperative and harmonious working climate conducive to maximum employee morale, productivity, and efficiency/effectiveness.
  • Responsible for all Human Resource actives at the Service Desk.
  • Provide direction in complex problem-solving situations and participate in direct interaction with technical resources when required.
  • Ensures and drives an engaged culture
  • Excellent verbal and written communication skills
  • Excellent customer service skills

Qualifications
Education/Experience:
  • Bachelor's degree required; MBA preferred
  • Minimum of 5-7 years of operations experience in combination with five or more years of managing technical personnel required
  • 5-7 years of relationship management experience, with a minimum of 1 year in an outsourcing setting or equivalent combination of education and experience preferred

Additional Information
nfrastructure partners with the world's most admired brands to design, build, and operate infrastructure and applications for digital business. Our insight, execution, and results culture, world-class engineering talent, on-site technical service in every major market, tightly integrated high-availability remote support and our innovative, proprietary "nterprise" software platform delivers a highly differentiated value proposition for our customers and partners.
More information about nfrastructure can be found at www.nfrastructure.com
Apply for this job or another online today at https://nfrastructure.com/careers/latest-jobs.html
nfrastructure is proud to be an equal opportunity employer; women and minorities are encouraged to apply for positions.

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