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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 ...

SitusAMC

Contractor - Service Desk

Madison, WI · On-site

Additionally, certain positions may be eligible to receive a discretionary bonus as determined by bonus program guidelines, position eligibility and SitusAMC Senior Management approval. SitusAMC ...

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 ...

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 ...

Robert Half

IT Support Manager

Madison, WI · On-site

Lead daily Service Desk operations, including ticket queues, staffing, SLAs, escalations, and ... Manage escalations for complex technical and plant-impacting issues, coordinating with ...

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 ...

defi AUTO LLC

Client Support Desk Analyst

Madison, WI · On-site

$20.75 - $28.25/hr

... and managed servicing solutions. Our customers include the highest-volume captive auto lenders ... This is a Level 2 Technical Application Support position, not an IT Help Desk role. Candidates ...

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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

$95.2K

$158.2K

How much do service desk manager jobs pay per year?

As of Aug 31, 2026, the average yearly pay for service desk manager in Madison, WI is $95,239.00, according to ZipRecruiter salary data. Most workers in this role earn between $71,500.00 and $113,400.00 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 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 August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 18% Part Time, and 4% 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 Analyst (Hybrid)

Watertown, WI • On-site

Parasol Alliance
IT Services • 11 - 50 employees
Learn more about Parasol Allianceexternal

$26.50/hr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 18 days ago

Job description

Position: Service Desk Analyst 

Reports to: Service Desk Manager  

At Parasol Alliance, our mission is to bring strategy, innovation and accountability to our clients use of technology, enabling them to maximize profitability, growth and success. Parasol Alliance is a technology solutions company exclusively serving the senior living industry. We provide leadership and comprehensive in-house technology support, to help our clients make smart strategic technology investments and effectively use technology to achieve their business objectives.  

Our strategic focus forms the core of Parasol Partnerships. These partnerships lead to increased efficiency, productivity, and profitability for our clients. We make our clients more successful – and we have the data to prove it.  

Leadership defines us. We are innovative leaders in everything we do.  

Position Mission 

Service Desk Analysts will provide exemplary service from start to finish of any customer interaction by following best practices and procedures. They will be leaders in the field of technology, masters of providing precise information and quick resolve to the customer's satisfaction. 

Responsibilities 

  • Level 1 support for all client tickets. 
  • Level 2 support when possible, by ability. 
  • Onsite support of hardware and software. 
  • Vendor contact as required to resolve tickets. 
  • Ticket resolution as per the client service level agreement. 
  • Detailed documentation within service tickets on issue steps and resolution. 
  • Excellent customer service on the phone, via email and in person. 
  • Ability to follow company process and procedures. 
  • Onsite schedule is 5 days per week, every other week.

Requirements 

  • Healthcare experience preferred; long-term healthcare support experience is a plus. 
  • At least three years of level one support in an enterprise environment is required. 
  • Comfortable with multiple enterprise systems such as Active Directory, Microsoft Office Suite, Windows Operating Systems, file shares, printers and copiers, phone systems, Exchange, basic network and systems administration and desktop hardware support. 
  • Excellent communication and customer service skills are required. 
  • The position is largely self-motivated and self-structured. The right candidate will be driven to be challenged and to succeed. 
  • Additional requirements such as background check, substance screening, TB test, vaccinations (or masking in lieu of vaccinations) 

Benefits 

  • Cell phone/internet reimbursement 
  • Medical, dental, vision, and 401K 
  • Responsible paid time off 
  • Certification reimbursement 

Company Culture

We are an IT company but believe technology support should be directly related to your business success. Technology for technology’s sake is not what we are about. We intertwine the knowledge economy with technology to transform and interconnect our expertise with your company to expand the decision-making capabilities and ensure productivity and cost effectiveness. 

Our Values: 

  • Expertise 
  • Collaboration 
  • Empathy 
  • Integrity 

If you want to work for a value-driven, high-performance company and to experience an exciting opportunity to help grow a company then this is the job for you. We are looking for our team members to take ownership and pride in their work, and to provide input and guidance for the clients of Parasol. We are a virtual company that offers work from home, responsible time off and bonus opportunities. 

Apply