ZipRecruiter

Log In

1

Service Desk Manager Jobs in Spokane, WA (NOW HIRING)

Odom

IT Manager, Help Desk

Spokane, WA · On-site

$115K - $145K/yr

This leader drives service excellence through strong team leadership, disciplined service management, and data-driven continuous improvement while partnering cross-functionally to resolve issues ...

next page

Showing results 1-20

All JobsService Desk JobsService Desk Manager JobsService Desk Manager Jobs in Spokane, WA

Service Desk Manager information

See Spokane, WA salary details

$36.9K

$95.6K

$158.7K

How much do service desk manager jobs pay per year?

As of Aug 28, 2026, the average yearly pay for service desk manager in Spokane, WA is $95,570.00, according to ZipRecruiter salary data. Most workers in this role earn between $71,800.00 and $113,800.00 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 Spokane, WA?

The most popular types of Service Desk jobs in Spokane, WA are:

What are popular job titles related to Service Desk Manager jobs in Spokane, WA?

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

What job categories do people searching Service Desk Manager jobs in Spokane, WA look for?

The top searched job categories for Service Desk Manager jobs in Spokane, WA are:

What cities near Spokane, WA are hiring for Service Desk Manager jobs?

Cities near Spokane, WA with the most Service Desk Manager job openings:

Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in Spokane, WA as of August 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 $95,570 per year, or $45.9 per hour.

IT Manager, Help Desk

Spokane, WA • On-site

Odom

8.2

Company rating: 8.2 out of 10

Based on 19 frontline employees who took The Breakroom Quiz

91st of 426 rated retail wholesalers

People enjoy working here

Good employer

Paid breaks

Learn more about Odomexternal

$115K - $145K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 14 days ago

Job description

Job Description

The IT Manager, Help Desk leads The Odom Corporation’s enterprise service desk and end-user technology support function.  The role is accountable for delivering reliable, high-quality, customer-facing Tier 1 and Tier 2 support and ensuring that systems, devices, and access enable business productivity across corporate, warehouse, field, and remote environments. 

This leader drives service excellence through strong team leadership, disciplined service management, and data-driven continuous improvement while partnering cross-functionally to resolve issues, address root causes, and improve the end-user experience. 

Annual Salary: $115,000 - $145,000 (DOE) + bonus

Company perks and benefits

  • Eligible for EBITDA bonus
  • 128 hours of Paid Time Off Annually to start
  • 9 Paid Holidays
  • Medical, Dental, Vision Benefits
  • 401k with employer match

Essential Duties & Responsibilities include but are not limited to:

Service Desk Operations & Leadership

  • Lead day-to-day Help Desk team operations, including staff supervision, coaching, scheduling, work assignments, performance feedback, vendor coordination, ticket queues, escalations, backlog, SLAs, service quality, and customer satisfaction.
  • Build and develop a high-performing, customer-focused support team through coaching, accountability, and clear expectations.
  • Serve as the primary escalation and coordination point for complex end-user technology issues and coordinate cross-functional efforts.

Service Management & Continuous Improvement

  • Own and continuously improve Help Desk service management processes, including Freshservice configuration, ticket categorization, queues, workflows, service catalog items, approvals, dashboards, metrics, knowledge articles, automation, self-service, and AI-enabled support options such as Copilot/Copilot Studio where assigned.
  • Use service data to identify trends, chronic issues, top call drivers, root causes, and opportunities to reduce avoidable tickets, improve first-contact resolution, and strengthen the end-user support experience.

Platform & Operational Support

  • Ensure effective support for current platforms and tools, including Microsoft 365, Teams, SharePoint/OdomNet, OneDrive, Entra ID/Azure AD, Intune/Endpoint Manager, Windows Autopilot, Self-Service Password Reset, Freshservice, UKG, Encompass, PrinterLogic, CodeTwo, ScreenCloud, and other business systems.
  • Coordinate Help Desk readiness and coverage for operational events including warehouse moves, system implementations, and business changes.

Documentation, Governance, & Training

  • Maintain Help Desk documentation, SOPs, knowledge articles, user instructions, technical reference materials, and training plans for both Help Desk staff and end users.
  • Ensure Help Desk tickets and related tasks are appropriately documented, including request details, approvals, troubleshooting notes, resolution steps, and follow-up actions.

Job Requirements

Required

  • 8–10+ years of progressive experience in IT support, service desk operations, end-user technology, or IT operations, including at least 5 years supervising or managing technical support staff.
  • Demonstrated experience leading technical support teams, preferably in distributed environments.
  • Technical degree in a computer-related field or equivalent work experience required.
  • Strong experience administering or leading an ITSM/ticketing platforms and service management processes
  • Deep understanding of Microsoft 365 ecosystem, identity/access management, and modern endpoint support.
  • Experience with user lifecycle management and access governance.
  • Strong communication, analytical, management, and organizational skills.

Preferred

  • Experience with Freshservice or similar ITSM platforms.
  • Experience with endpoint lifecycle management, Intune, and Autopilot.
  • Familiarity with automation and scripting tools (Freshservice workflows, Power Automate, PowerShell, etc).
  • ITIL certification or equivalent practical experience.

Work Environment

  • This position may be performed from Vancouver, WA, Spokane, WA, or Boise, ID, with travel to other company locations as needed. 
  • The role supports corporate, warehouse, field, and remote work environments with periodic onsite coordination and occasional after-hours support required for business-impacting incidents.

 

The above statements describe the general nature of the environment and level of work being performed and are not intended to be an exhaustive list of all responsibilities  Additional duties may be assigned as needed.

Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.

The Odom Corporation offers competitive wages, medical and dental benefits, 401k plan, and much more!

Background/Drug Screen. EOE.

What Odom Corporation employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

Apply