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Service Desk Manager Jobs in Madison, WI (NOW HIRING)

MARS Solutions Group

Help Desk III

Madison, WI · On-site

$20.25 - $27.25/hr

Understanding of ITIL Service Desk Incident Management methods and practices. * Experience identifying trends for Major Incident identification * Understanding of Knowledge Management principles and ...

Choice Hotels

Front Desk Manager/Events

Fort Atkinson, WI · On-site

$15.50 - $20/hr

Maintains product and service quality standards by conducting periodic inspections, investigating complaints, and initiating corrective action. * Assists in reviewing accounting and management ...

TEKsystems

Service Desk Technician

Madison, WI

$20/hr

... through exceptional service. What You'll Do In this role, you'll help ensure employees and ... Manage, deploy, configure, and support computers and related equipment * Assist users with ...

Renuity

IT Service Desk Specialist

Madison, WI · On-site

Escalation Management * Escalate complex issues swiftly when necessary, ensuring that unresolved ... Local Service Desk Contact * Act as the primary local contact for the Service Desk within the ...

Renuity

IT Service Desk Specialist

Madison, WI · On-site

Escalation Management * Escalate complex issues swiftly when necessary, ensuring that unresolved ... Local Service Desk Contact * Act as the primary local contact for the Service Desk within the ...

TEKsystems

Service Desk Technician

Madison, WI

$20/hr

... through exceptional service. What You'll Do In this role, you'll help ensure employees and ... Manage, deploy, configure, and support computers and related equipment * Assist users with ...

YMCA

Member Service Professional

Sun Prairie, WI

$12.50 - $15.50/hr

Completes proper report forms and communicates all incidents requiring disciplinary action to the Front Desk Manager. Qualifications: * Motivated to maintain excellent customer service reputation

ATIA Ltd

HR Manager - Internship

Madison, WI

Document Management System (DMS), * 6. Service Desk Plus (SDP), * 7.Service Management Systems (SMS), * 8.Business Continuity Management Systems (BCMS), * 9.Information Security Management Systems ...

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All JobsService Desk JobsService Desk Manager JobsService Desk Manager Jobs in Madison, WI

Service Desk Manager information

See Madison, WI salary details

$36.8K

$95.3K

$158.2K

How much do service desk manager jobs pay per year?

As of Aug 10, 2026, the average yearly pay for service desk manager in Madison, WI is $95,254.00, according to ZipRecruiter salary data. Most workers in this role earn between $71,600.00 and $113,400.00 per year, depending on experience, location, and employer.

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 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 between $60,000 and $100,000 annually, depending on experience, location, and company size. They often require strong technical skills, certifications like ITIL, and leadership abilities to oversee support teams and ensure service quality.

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 popular job titles related to Service Desk Manager jobs in Madison, WI? For Service Desk Manager jobs in Madison, WI, the most frequently searched job titles are:
What job categories do people searching Service Desk Manager jobs in Madison, WI look for? The top searched job categories for Service Desk Manager jobs in Madison, WI are:
What cities near Madison, WI are hiring for Service Desk Manager jobs? Cities near Madison, WI with the most Service Desk Manager job openings:
Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in Madison, WI as of July 2026, with employment types broken down into 1% As Needed, 78% Full Time, 18% Part Time, and 3% Contract. Highlights an 91% Physical, 1% Hybrid, and 8% Remote job distribution, with an average salary of $92,602 per year, or $44.5 per hour.

Service Desk Lead

ASM Research, An Accenture Federal Services Company

Madison, WI • On-site

Other

Re-posted 17 days ago

Job description

The Service Desk Lead provides supervisory and operational leadership for the company's service desk functions. This role manages weekly day-to-day service desk operations, leads shift teams, ensures quality service delivery, and serves as the primary escalation point for service desk issues. The Lead works closely with the Service Desk Manager on process improvements and strategic initiatives while maintaining focus on customer satisfaction and operational excellence.

Key Responsibilities

  • Provide operational leadership and supervision of service desk operations

  • Manage service desk shift operations and team coordination

  • Serve as primary escalation point for service desk issues

  • Monitor and ensure adherence to SLAs and quality standards

  • Provide technical guidance and troubleshooting support

  • Conduct service desk quality assurance reviews

  • Train and mentor service desk personnel

  • Generate shift reports and performance metrics

Required Qualifications

  • Bachelor's degree in IT, Business Administration, or related field

  • 6+ years of experience in service desk operations

  • Minimum 2 years of supervisory or lead experience

  • Strong understanding of ITIL principles and processes

  • Proficiency with service desk and ITSM platforms

  • Excellent problem-solving and technical troubleshooting skills

  • Strong leadership and communication abilities

  • Ability to manage multiple priorities in fast-paced environment

Job Specific Skills

  • Service Desk Operations Leadership

  • ITIL & IT Service Management Processes

  • Technical Troubleshooting & Escalation Management

  • Team Supervision & Mentoring

  • Shift Operations & Quality Control

Preferred Skills

  • ITIL Foundation certification

  • ServiceNow platform expertise

  • Federal IT operations experience

  • Multi-site service desk coordination

  • Performance metrics and reporting

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$84,900 - 154,500

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

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