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Service Desk Management Jobs (NOW HIRING)

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 ... Track, analyze, and report KPIs and SLA performance metrics to program management and government ...

Peraton

Senior Service Desk Manager

Albuquerque, NM · On-site

The Service Desk Manager leads this critical service delivery function, overseeing Tier I, II, and ... Track, analyze, and report KPIs and SLA performance metrics to program management and government ...

Peraton

Senior Service Desk Manager

Albuquerque, NM

The Service Desk Manager leads this critical service delivery function, overseeing Tier I, II, and ... Track, analyze, and report KPIs and SLA performance metrics to program management and government ...

Pipe Recruit

Service Desk Consultant/Lead

Raleigh, NC · On-site

Service Desk Management: * Oversee day-to-day IT support operations, ensuring timely resolution of incidents and service requests. * Implement ITIL best practices for incident, problem, and change ...

CGI Inc.

Service Desk Manager

Sacramento, CA · On-site

Client Relationship Management * Serve as a primary operational point of contact for government client stakeholders regarding service desk performance and customer experience. * Develop trusted ...

Markel Corporation

Supervisor Service Desk

Glen Allen, VA · On-site

$80 - $100/hr

The Service Desk Supervisor reports to the Service Desk Manager and provides direct, hands-on oversight to the service desk team.Service Desk SupervisorDepartment overviewThe Markel Service Desk is a ...

Markel Corporation

Supervisor Service Desk

Richmond, VA · On-site

The Service Desk Supervisor reports to the Service Desk Manager and provides direct, hands-on oversight to the service desk team. Service Desk Supervisor Department overview The Markel Service Desk ...

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Service Desk Management information

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How much do service desk management jobs pay per year?

As of Sep 8, 2026, the average yearly pay for service desk management 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.
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Service Desk Management jobs near you
Infographic showing various Service Desk Management job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 79% Full Time, 17% Part Time, and 3% Contract. Highlights an 89% Physical, 1% Hybrid, and 10% Remote job distribution, with an average salary of $94,518 per year, or $45.4 per hour.

IT Service Desk Manager (FTE)

Redwood City, CA • On-site

Adeptsource
11 - 50 employees
Learn more about Adeptsourceexternal

Full-time

Re-posted 13 days ago

Key responsibilities

  • Oversee all Service Desk staff and ensure end users receive appropriate assistance.

  • Manage procedures related to incident identification, prioritization, resolution, monitoring, tracking, and coordination of Service Desk functions.

  • Develop, implement, and enforce policies and procedures to ensure consistent service levels and quick resolutions.

Job description

Title: IT Service Desk Manager
Location: Redwood City, CA (onsite)
Type: Full-time Permanent (competitive salary + bonus and equity)
*Ideal candidate will have previous service desk management experience in the Life Sciences, Biotech or Pharmaceutical industry.
Overview:
The IT Service Desk Manager's role is to oversee all Service Desk staff and ensure that end users (approx. 400+) are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Service Desk Manager is also responsible for planning, designing, and analyzing the organization's service desk according to best practices, like the Information Technology Infrastructure Library (ITIL), while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
Responsibilities:
  • Responsible for management, prioritization and dispatch of incoming calls to the Service Desk via telephone, e-mail, chat to ensure courteous, timely and effective resolution of end user issues. Ensure compliance with Service Level Agreement (SLA).
  • Use best practices in the delivery of technical support such as: Average Speed to Answer, First Call Resolution, CSAT, and support metrics tracking and reporting.
  • Develop and enforce request handling and escalation policies and procedures.
  • Track and analyze trends in Service Desk requests and generate statistical reports.
  • Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring.
  • Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
  • Oversee development and communication of help sheets, usage guides and FAQs for end users. Send User Communications when there are planned and unplanned outages.
  • Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
  • Oversee the development, implementation and administration of service desk staff training procedures and policies. Develop and maintain knowledge base articles (KBA).
  • Motivate support team through performance coaching and training objectives Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
  • Monitor incident trends and anticipate potential problems for proactive resolution.
  • Manage Operational budget and related purchasing tasks.
  • Ensure appropriate training initiatives for new and existing staff.

Requirements:
  • 7 years of experience and 3 years of Management experience
  • Extensive application support experience with various modules of ServiceNow & Office 365
  • Extensive knowledge of computer hardware, including PCs and Macs.
  • Working knowledge of a range of diagnostic utilities and remote tools.
  • Experience with desktop and server operating systems, including latest Windows and Mac OS.
  • Familiarity with the advanced principles of ITIL. ITIL certification preferred
  • Proven track record of developing and providing SLAs and Service Desk deliverables.
  • Demonstrated progressive experience in the management of a technical support team.
  • Experience leading a Service desk team is mandatory.

Apply