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Senior Service Desk Manager 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 ...

Union College

Service Desk Manager

Schenectady, NY · On-site

Working closely with the Senior Service Desk Analyst and the Director of Client Services, the Service Desk Manager contributes to strategic planning, process refinement, and the ongoing development ...

Unioncollege

Service Desk Manager

Schenectady, NY

Working closely with the Senior Service Desk Analyst and the Director of Client Services, the Service Desk Manager contributes to strategic planning, process refinement, and the ongoing development ...

Peraton

Senior Service Desk Manager

Albuquerque, NM · On-site

$104K - $166K/yr

The Service Desk Manager leads this critical service delivery function, overseeing Tier I, II, and ... Serve as the senior leader for all IT service desk operations under Task 2 of the NNSA OST ...

Peraton

Senior Service Desk Manager

Albuquerque, NM

The Service Desk Manager leads this critical service delivery function, overseeing Tier I, II, and ... Serve as the senior leader for all IT service desk operations under Task 2 of the NNSA OST ...

Babcock & Wilcox

IT Service Desk Supervisor

Akron, OH · On-site

Provide insights and recommendations to the Senior Service Desk Manager. • Leadership Development * Engage in mentorship and leadership training programs. * Participate in strategic planning ...

Innovar Group

Service Desk Manager

Denver, CO · On-site

$55 - $65/hr

IT Service Desk Manager Location: Denver, CO Work Schedule: Onsite Employment Type: Six-Month ... Establish performance metrics and provide regular operational updates to senior leadership.

Lennar Homes

Service Desk Manager

Miami, FL · On-site

Service Desk Manager We Are Lennar Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and ...

Lennar

Service Desk Manager

Miami, FL · On-site

Service Desk Manager We Are Lennar Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and ...

Lennar

Service Desk Manager

Miami, FL · On-site

Service Desk Manager We Are Lennar Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and ...

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Senior Service Desk Manager information

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$28.5K

$97.1K

$182.5K

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

As of Jul 8, 2026, the average yearly pay for senior service desk manager in the United States is $97,101.00, according to ZipRecruiter salary data. Most workers in this role earn between $49,000.00 and $136,500.00 per year, depending on experience, location, and employer.

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

To thrive as a Senior Service Desk Manager, you need deep expertise in IT service management, strong leadership experience, and a relevant degree or certifications like ITIL. Familiarity with ticketing systems (such as ServiceNow or Jira), remote support tools, and reporting platforms is essential. Outstanding communication, conflict resolution, and team-building skills distinguish top performers in this role. These skills ensure efficient IT support operations, high customer satisfaction, and effective management of technical teams.

How does a Senior Service Desk Manager typically collaborate with other IT departments to resolve complex technical issues?

A Senior Service Desk Manager frequently works alongside network, infrastructure, and application teams to address and resolve escalated technical issues. They coordinate communication between front-line service desk staff and specialized IT teams, ensuring that incidents and problems are efficiently prioritized and tracked through to resolution. This collaboration often involves participating in cross-functional meetings, developing escalation procedures, and facilitating knowledge sharing to improve future response times and service quality. Effective collaboration is key to maintaining high customer satisfaction and upholding service level agreements.

What is the difference between Senior Service Desk Manager vs Service Desk Analyst?

AspectSenior Service Desk ManagerService Desk Analyst
CredentialsITIL, PMP, management certificationsCompTIA A+, ITIL Foundation
Work EnvironmentOversees teams, strategic planning, high-level supportProvides frontline support, handles user issues
Employer & Industry UsageIT departments, large organizationsHelp desks, IT support centers
Search & Comparison IntentUnderstanding leadership roles, career progressionEntry to mid-level support roles

The Senior Service Desk Manager focuses on team leadership, strategic planning, and high-level support management, requiring advanced certifications and experience. In contrast, a Service Desk Analyst handles day-to-day user support, requiring foundational certifications. The roles differ in scope, responsibilities, and career level, with the manager overseeing operations and the analyst providing direct technical assistance.

What is a Senior Service Desk Manager?

A Senior Service Desk Manager is an IT professional responsible for overseeing the operations of an organization's service desk team. They ensure efficient support for end-users, manage incident and request resolution processes, and implement best practices to improve service quality. Additionally, they lead, mentor, and develop service desk staff, monitor performance metrics, and collaborate with other IT teams to resolve complex technical issues. The role typically involves strategic planning, process optimization, and ensuring customer satisfaction with IT support services.
What cities are hiring for Senior Service Desk Manager jobs? Cities with the most Senior Service Desk Manager job openings:
What states have the most Senior Service Desk Manager jobs? States with the most job openings for Senior Service Desk Manager jobs include:
Senior Service Desk Manager jobs near you
Infographic showing various Senior Service Desk Manager job openings in the United States as of July 2026, with employment types broken down into 81% Full Time, 17% Part Time, 1% Temporary, and 1% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $97,101 per year, or $46.7 per hour.
Senior Service Desk Manager

Senior Service Desk Manager

nfrastructure

Buffalo, NY • On-site

Full-time

Re-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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