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Service Desk Manager Jobs in Ridgefield, CT (NOW HIRING)

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Service Desk Manager information

See Ridgefield, CT salary details

$36.4K

$94.1K

$156.4K

How much do service desk manager jobs pay per year?

As of Aug 12, 2026, the average yearly pay for service desk manager in Ridgefield, CT is $94,135.00, according to ZipRecruiter salary data. Most workers in this role earn between $70,700.00 and $112,000.00 per year, depending on experience, location, and employer.

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

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 cities near Ridgefield, CT are hiring for Service Desk Manager jobs? Cities near Ridgefield, CT with the most Service Desk Manager job openings:
Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in Ridgefield, CT as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 19% Part Time, and 3% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $94,135 per year, or $45.3 per hour.

Front Desk Supervisor (Opening)

New York Sports Clubs

White Plains, NY • On-site

$17.50 - $22.75/hr

Other

Re-posted 3 days ago

Job description

Description
New York Sports Club and our family of brands is a long-standing, dynamic fitness club brand with locations in the Northeast. We consider ourselves your local neighborhood gym! It is our goal to provide our members with fitness results, positive change and personal connections through innovative programming and knowledgeable staff. Our mission is to "Improve Lives Through Fitness". Our success comes from continuously modeling and promoting the mission, values, and guiding principles with pride and integrity.
ROLES AND RESPONSIBILITIES
The Front Desk Supervisor position provides a welcoming and safe environment for members and guests during our opening/closing hours through a high level of customer service. This individual will also act as a role model for the Service and Sales Representatives. The Front Desk Supervisor will assist the General Manager/Assistant General Manager with retention by focusing on cancel saves and Accounts Receivable (AR) collections. Below is a list of responsibilities that identify success in the role as a Front Desk Supervisor, additional duties may be assigned.
CUSTOMER SERVICE
  • Promote, maintain, and protect the customer experience by developing Service & Sales Representatives (SSR) to be solution-oriented and consistently deliver on our mission, values, and guiding principles.
  • Engage with and build genuine connections with all members and guests to foster their interest in our offerings, drive membership sales through referrals, and encourage their continued retention.
  • Ensure a quick response time to member feedback, complaints, and escalate issues to club management as necessary.
  • Navigate basic questions about membership, services, and billing inquiries.
PERFORMANCE MANAGEMENT
  • Hold yourself and the SSR team accountable to high standards of operational excellence.
  • Assist in the support and assessment of SSR performance and development by providing real-time ongoing constructive feedback, focusing on internal development.
  • Willingness to have courageous conversations with team members as needed in accordance with company policy.
  • Exhibit the ability to lead and inspire cooperation and influence behavior.
EMPLOYEE RECRUITMENT AND DEVELOPMENT
  • Support the onboarding of new SSRs by utilizing proper immersion plans to ensure clear expectations while setting them up for success.
  • Create an open environment where employees are empowered to ask questions and continue to progress along their Learning Journey.
CLUB OPERATIONS
  • Assist the General Manager in administrative tasks including billing calls, confirming appointments and ensuring that Member Experience Walkthroughs (MEW) and Figure 8's are completed daily.
  • Perform all basic system transactions pertaining to enrolling new members and explaining the terms for all membership options.
  • Ensure a consistently clean Welcome Desk at all times and a friendly/inviting customer experience.
  • Partner with GM/AGM to quickly address any incidents, maintenance or equipment issues that are visible to members.
  • Review and adhere to all NYSC documents including but not limited to policies and procedures, employee handbook, state supplement, codes of conduct, etc.
  • Maintain an acute awareness for all loss prevention matters (i.e., emergency doors locked, alarms functional).
  • Be a hands-on supervisor and lead by example, always approaching your work with our Clubhouse Rules and the mentality of a service-based leader.
  • Be available to SSRs to address questions and concerns in partnership with the GM/AGM.
  • Efficiently check in and handle routine member service tasks using club systems such as creating online accounts, resetting passwords, updating credit cards, collecting past due balances, freezing/cancelling membership agreements, and managing group exercise class reservations.
  • Always report to work on time and in proper uniform to best represent the brand.
COMMUNICATION
  • Professionally collaborate with, and communicate all information to, club team and corporate personnel, as well as members and guests, through all permissible media (i.e., e-mail, telephone, social media).
  • Effectively communicate new promotions and services at point of contact, so that the member gets the most out of their gym membership.
  • Contact prospective members and member referrals via call drives to help them begin their fitness journey with us.
PRODUCT KNOWLEDGE
  • Exhibit full knowledge of all club offerings and services in order to build value, facilitate the sale of memberships, and promote the business.
  • Educate SSRs on the principles of the brand by being a brand ambassador and ensuring brand consistency.
PROBLEM SOLVING
  • Work to resolve issues that affect the service, efficiency, and productivity of the club.
  • Resolve customer complaints by providing customer service-focused solutions to members in a timely manner.
  • Partner with management team to identify and remove barriers to drive results.
POSITION REQUIREMENTS & EXPERIENCE
  • 2-3 years of face-to-face customer service experience.
  • At least 1 year of supervisory experience in a fitness, hospitality, or retail environment.
  • Child & Adult AED/CPR certified.
  • Ability to learn and maximize our POS/timekeeping/membership systems.
  • Comfortable leading outreach and referral activities that will generate leads, contacts, and appointments.
  • Successful track record of working in a team-oriented environment.
  • Ability to handle challenging member issues with patience, tact, and the utmost professionalism.
  • A sense of urgency regarding customer service and sales results.
  • Demonstrated communication and interpersonal skills.
  • Highly organized with detail-orientation and proven follow-up skills.
  • Ability to work independently, prioritize responsibilities and multi-task with an appropriate level of urgency.
  • Prolonged periods of standing at the Welcome Desk and working on a computer.
  • Physical demands include ability to lift up to 20 pounds with or without reasonable accommodations, walk through all areas of the club, climbing stairs (where applicable), and bending and lifting (e.g., picking up towels, restacking weights, moving equipment as needed). The company reserves the right to change them as business needs require and that jobs may require other tasks as assigned to the employees by the company.
SCHEDULING REQUIREMENTS
Due to the nature of the business, NYSC has specific scheduling guidelines for this position.
  • This full-time position adheres to a weekly opening/closing schedule and working weekend shifts unless otherwise noted/advised. This position is scheduled 15 minutes before opening/after closing to ensure a proper facility walkthrough.
  • Prescribed Schedule Requirement: This role operates on a prescribed schedule that is essential for effective business planning and team coverage. Candidates must be able to consistently work the scheduled days and hours as outlined.
  • Schedule Variability Notice: While schedules are prescribed, they may be adjusted as needed due to training, business and operational requirements, including temporary changes to club hours, coverage needs, or vacancies.
  • Full-Time Position: This is a full-time role scheduled for 40 hours per week, typically worked as 9-hour days including a 1-hour unpaid break. Start and end times may vary slightly based on actual club operating hours. Club operating hours are available on our company website.
  • Front Desk Supervisor (Opening) Position Schedule
    • Monday-Thursday: Opening
    • Friday-Sunday: Opening (1 additional day)
    • Opening roles are scheduled 15 minutes prior to the posted club operation hours.
    • Start times can range from 4:45 AM - 7:45 AM depending on the day of week and actual club operating hours.
  • Front Desk Supervisor (Closing) Position Schedule
    • Monday-Thursday: Closing
    • Friday-Sunday: Closing (1 additional day)
    • Closing roles are scheduled 15 minutes after the posted club operation hours.
    • Shift end times can range from 5:15 Pm - 11:15 PM depending on the day of week and actual club operating hours.

JOIN OUR TALENT COMMUNITY
At NYSC, we're always looking for passionate, talented individuals to join our team. Many of our job postings are evergreen positions, allowing us to connect with exceptional candidates for opportunities that may be available now or in the near future. If your skills and experience are a match, a member of our recruiting team will reach out as opportunities become available. We encourage you to apply and stay connected with us!

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