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Service Desk Manager Jobs in Connecticut (NOW HIRING)

Paul Mitchell Schools

Service Desk Coordinator

North Haven, CT · On-site

$16.25 - $21/hr

Paul Mitchell The School North Haven is seeking a qualified Service Desk Coordinator to join our ... Previous cash management and balancing cash drawers * Experience in handling high volume phone ...

Paul Mitchell

Service Desk Coordinator

North Haven, CT · On-site

$16.25 - $21/hr

Paul Mitchell The School North Haven is seeking a qualified Service Desk Coordinator to join our ... Previous cash management and balancing cash drawers * Experience in handling high volume phone ...

Healthtrax

Service Desk evenings weekends

Avon, CT · On-site

The Service Desk is the hub for customer service, fitness & wellness program information. You are the first and last impression of our business. The Service Desk Receptionist provides immediate ...

Healthtrax

Service Desk evenings / weekends

Unionville, CT · On-site

$17 - $20/hr

The Service Desk is the hub for customer service, fitness & wellness program information. You are ... management, health education, fitness and a sense of community. We also have Healthtrax Physical ...

Healthtrax

Service Desk evenings / weekends

Avon, CT · On-site

$17 - $20/hr

The Service Desk is the hub for customer service, fitness & wellness program information . You are ... management, health education, fitness and a sense of community. We also have Healthtrax Physical ...

TEKsystems

Service Desk Analyst

New Haven, CT · Hybrid

$20 - $24/hr

They use HP service desk but any prior experience with ticketing system will do. Essential duties ... Management System (EMS), and Accuship). Work with other ITS or external computing support ...

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All JobsService Desk JobsService Desk Manager JobsService Desk Manager Jobs in Connecticut

Service Desk Manager information

See Connecticut salary details

$34.7K

$89.9K

$149.4K

How much do service desk manager jobs pay per year?

As of Aug 25, 2026, the average yearly pay for service desk manager in Connecticut is $89,914.00, according to ZipRecruiter salary data. Most workers in this role earn between $67,500.00 and $107,000.00 per year, depending on experience, location, and employer.

What is a service desk manager?

A Service Desk Manager is a professional responsible for overseeing the daily operations of an organization’s IT service desk. They lead a team that provides technical support to users, ensuring that incidents and service requests are resolved efficiently. The Service Desk Manager also implements processes and best practices to improve customer satisfaction, manages staff performance, and coordinates with other IT departments to resolve complex issues. Their ultimate goal is to ensure smooth IT service delivery and support across the organization.

What are the key skills and qualifications needed to thrive as a service desk manager?

To thrive as a Service Desk Manager, you need strong IT knowledge, experience in service management, and often a relevant degree or ITIL certification. Familiarity with ticketing systems such as ServiceNow or Jira, as well as reporting and analytics tools, is typically required. Excellent leadership, problem-solving, and communication skills set standout managers apart, enabling them to lead teams effectively and resolve conflicts. These competencies ensure efficient service delivery, high customer satisfaction, and continuous improvement in IT support environments.

What are the most common challenges faced by a service desk manager, and how can they be effectively addressed?

Service Desk Managers often encounter challenges such as balancing high ticket volumes, ensuring timely resolution of issues, and managing team performance under pressure. Effective strategies include implementing clear processes for ticket prioritization, regularly training staff on both technical and customer service skills, and utilizing performance metrics to identify areas for improvement. Additionally, fostering open communication and collaboration within the team helps address issues promptly and maintain a positive work environment.

What is the difference between Service Desk Manager vs Help Desk Supervisor?

AspectService Desk ManagerHelp Desk Supervisor
ResponsibilitiesOversees entire service desk operations, manages teams, develops policies, and ensures service quality.Supervises help desk staff, handles escalations, and ensures ticket resolution efficiency.
Required CredentialsTypically requires ITIL certification, relevant IT experience, and leadership skills.Often requires help desk experience, customer service skills, and basic IT certifications.
Work EnvironmentLeads a team in a corporate IT setting, focusing on strategic improvements.Manages daily help desk activities, often in a support center environment.

The main difference is that a Service Desk Manager has broader strategic and managerial responsibilities, overseeing the entire service desk operation, while a Help Desk Supervisor focuses on daily team supervision and ticket resolution. Both roles require IT knowledge and customer service skills, but the Service Desk Manager typically holds a higher level of responsibility and leadership.

How much do service desk managers make in the US?

Service Desk Managers in the US typically earn an average salary of around $70,000 to $100,000 per year, depending on experience, location, and company size. They often require strong technical skills, certifications like ITIL, and experience managing support teams in a help desk or IT service environment.

What are the most commonly searched types of Service Desk jobs in Connecticut?

The most popular types of Service Desk jobs in Connecticut are:

What are popular job titles related to Service Desk Manager jobs in Connecticut?

For Service Desk Manager jobs in Connecticut, the most frequently searched job titles are:

What job categories do people searching Service Desk Manager jobs in Connecticut look for?

The top searched job categories for Service Desk Manager jobs in Connecticut are:

What cities in Connecticut are hiring for Service Desk Manager jobs?

Cities in Connecticut with the most Service Desk Manager job openings:

Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in Connecticut as of August 2026, with employment types broken down into 75% Full Time, 21% Part Time, and 4% Contract. Highlights an 96% In-person, and 4% Hybrid job distribution, with an average salary of $89,914 per year, or $43.2 per hour.

Sr. Service Desk Manager

Pennant Services

Hartford, CT

Full-time

Posted 19 days ago

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, servicequality, process governance, workforce accountability, and continuous improvement initiatives to ensuresupport services are delivered efficiently and consistently. This role serves as a key leader in ensuring theService 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 andresponsibilities 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 arelated 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 deliveryfunctions, or technical teams.
  • Demonstrated experience managing operational performance through metrics, reporting, andaccountability practices.
  • Experience developing support processes, operational governance, and continual improvementinitiatives.
  • 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 operationalplanning 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.

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