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Service Desk Manager Jobs in Indiana (NOW HIRING)

Everwise Credit Union

Service Desk Analyst

South Bend, IN · On-site

$20 - $27.50/hr

Service Desk Request Management: Respond to incoming Service Desk requests through multiple channels-including phone, email, messages, ServiceNow, and in-person interactions-adhering to Service Level ...

Everwise Credit Union

Service Desk Analyst

South Bend, IN

$20 - $27.50/hr

Service Desk Request Management: Respond to incoming Service Desk requests through multiple channels-including phone, email, messages, ServiceNow, and in-person interactions-adhering to Service Level ...

Everwise Credit Union

Service Desk Analyst

Carmel, IN

$19.50 - $26.50/hr

Service Desk Request Management: Respond to incoming Service Desk requests through multiple channels-including phone, email, messages, ServiceNow, and in-person interactions-adhering to Service Level ...

Everwise Credit Union

Service Desk Analyst

Carmel, IN · On-site

$20.50 - $28/hr

Service Desk Request Management: Respond to incoming Service Desk requests through multiple channels-including phone, email, messages, ServiceNow, and in-person interactions-adhering to Service Level ...

Parasol Alliance

Service Desk Analyst

Fort Wayne, IN · On-site

$26.50/hr

Service Desk Manager At Parasol Alliance, our mission is to bring strategy, innovation and accountability to our client's use of technology, enabling them to maximize profitability, growth and ...

Parasol Alliance

Service Desk Analyst

Fort Wayne, IN

$26.50/hr

Service Desk Manager At Parasol Alliance, our mission is to bring strategy, innovation and accountability to our client's use of technology, enabling them to maximize profitability, growth and ...

Mira Salon and Spa

Front Desk Manager

Bloomington, IN

$15 - $17/hr

We are hiring for a positive, outgoing leader to support and manage our front desk staff in delivering exceptional customer service. We are professional but fun; we value organization and creative ...

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All JobsService Desk JobsService Desk Manager JobsService Desk Manager Jobs in Indiana

Service Desk Manager information

See Indiana salary details

$34.7K

$89.9K

$149.4K

How much do service desk manager jobs pay per year?

As of Jul 21, 2026, the average yearly pay for service desk manager in Indiana is $89,940.00, according to ZipRecruiter salary data. Most workers in this role earn between $67,600.00 and $107,000.00 per year, depending on experience, location, and employer.

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

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 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.

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 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 most commonly searched types of Service Desk jobs in Indiana? The most popular types of Service Desk jobs in Indiana are:
What are popular job titles related to Service Desk Manager jobs in Indiana? For Service Desk Manager jobs in Indiana, the most frequently searched job titles are:
What job categories do people searching Service Desk Manager jobs in Indiana look for? The top searched job categories for Service Desk Manager jobs in Indiana are:
What cities in Indiana are hiring for Service Desk Manager jobs? Cities in Indiana with the most Service Desk Manager job openings:
Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in Indiana as of July 2026, with employment types broken down into 79% Full Time, 19% Part Time, 1% Temporary, and 1% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $89,940 per year, or $43.2 per hour.

Service Desk Analyst

Everwise Credit Union

South Bend, IN • On-site

$20 - $27.50/hr

Full-time

Posted 12 days ago

Job description

Job Description:
Position Summary:
The Service Desk Analyst is responsible for providing timely, courteous support for Tier 1 incidents and ensuring the efficient and appropriate escalation of complex issues while adhering to departmental standard operating procedures. The incumbent will generate reports, conduct research, and provide recommendations for continuous improvement. Additionally, the Analyst plays an active role in the change and problem management process to drive operational excellence.
Primary Responsibilities and Duties:
  • Service Desk Request Management: Respond to incoming Service Desk requests through multiple channels-including phone, email, messages, ServiceNow, and in-person interactions-adhering to Service Level Expectations.
  • Ticket Documentation: Accurately document all requests and issues, research, and resolution activities within the Service Desk system to ensure up-to-date records and information.
  • Issue Resolution: Resolve Tier 1 incidents and problems in alignment with Service Level Expectations, delivering effective solutions to end users.
  • Configuration and Deployment: Configure, deploy, and troubleshoot computers and other IT equipment for end-users. Ensure that the equipment is set up according to company standards and functions properly before deployment.
  • Escalation Process: Coordinate seamless hand-offs for Tier 2+ support by escalating issues to the appropriate departments, including specialized IT teams or other functional areas outside of IT, as needed. Ensure efficient follow-through in alignment with Service Desk protocols for prompt resolution.
  • Communication: Maintain clear, effective communication between end users, Level II support, and management to provide status updates until successful resolution.
  • Problem Coordination: Act as a liaison between IT resources and impacted users, facilitating communication for issues that affect multiple stakeholders.
  • Patch Management: Play a critical role in the monthly patch management process by contacting end-users to install updates, directly install updates when needed, and troubleshooting any issues that arise. Track and report on devices that have not been updated, identifying missing patches to ensure a secure and up-to-date environment.
  • Training Assistance: Assist the Service Desk Manager in training Service Desk staff on Service Desk process, supporting support procedures, and ATM/ITM related issue resolution and escalation practices.
  • SOP Development: Contribute to the development, maintenance, and continuous improvement of Standard Operating Procedures (SOPs), including documentation related to Service Desk operations and ATM/ITM support processes.
  • Metrics and Reporting: Monitor Service Desk performance metrics, ATM/ITM operational trends, and service levels. Prepare reports, and provide insights to support operational effectiveness and informed decision-making.
  • Knowledge Base Management: Lead efforts to develop, maintain, and enhance the Service Desk Knowledge Base including technical documentation, troubleshooting resources, and support materials related to ATM/ITM operations.
  • Change Management: Participate in change management activities as directed by the Service Desk Manager to support the successful implementation of operational and technology changes impacting Service Desk and ATM/ITM environments.
  • Problem Management: Identify recurring incidents and trends, including ATM/IM service distributions, assist in root cause analysis, document findings, and collaborate on long-term solutions to improve system stability and service reliability.
  • ATM/ITM Break/Fix Support Services: Serve as a subject matter expert for ATM operations by monitoring system performance, troubleshooting and escalating hardware, software, and network issues, coordinating with vendors and internal partners, and supporting break/fix activities to minimize downtime and ensure a positive member experience.
  • Assume additional responsibilities as necessary for the continued growth and advancement of Everwise.

Knowledge/Skills:
  • Excellent phone etiquette and customer service skills with a professional, courteous approach to support.
  • Strong written and verbal communication skills, with the ability to clearly explain technical information to non-technical users.
  • Strong problem-solving and analytical skills, particularly in a fast-paced environment.
  • Ability to quickly troubleshoot and resolve Tier 1 incidents effectively, managing multiple tasks simultaneously.
  • Ability to understand complex digital products and services.
  • Proficiency with Microsoft Office suite (e.g., Word, Excel, Outlook) and iOS operating systems.

Minimum Requirements:
  • High School Diploma or GED
  • 1+ years of Service Desk, IT support or similar customer support role experience.
  • 1+ years of experience providing member service on digital product and services preferred
  • Associate degree in Computer Science, Management Information Systems (MIS), Information Technology, or a related field preferred.
  • CompTIA A+, ITIL Foundation, LeanIT Essentials or relevant certifications are preferred.
  • Prior experience in a financial institution is preferred.

Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.

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