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Service Desk Manager Jobs (NOW HIRING)

Lunavi

Service Desk Manager

Cheyenne, WY · On-site

Description The Service Desk Manager is responsible for the operational performance of the 24x7 Service Desk, ensuring efficient ticket intake, triage, routing, and resolution of Tier I and defined ...

Onsite Computing, Inc

Service Desk Manager

Corona, CA · On-site

Position Overview The Service Desk Manager is responsible for overseeing the performance and day-to-day operations of the Service Desk, ensuring the delivery of high-quality IT support services to ...

Onsite Computing

Service Desk Manager

Corona, CA · On-site

The Service Desk Manager serves as both an internal leader and external client liaison, ensuring consistent service delivery, strong communication, and continuous improvement across all support ...

Onsite Computing, Inc

Service Desk Manager

Corona, CA · On-site

$85K - $105K/yr

Position Overview The Service Desk Manager is responsible for overseeing the performance and day-to-day operations of the Service Desk, ensuring the delivery of high-quality IT support services to ...

Softrim LLC

Service Desk Manager

Alpharetta, GA · On-site

The Service Desk Manager is responsible for leading the daily operations of the IT Service Desk, ensuring high-quality technical support and customer service across the organization. This role ...

nfrastructure

Senior Service Desk Manager

Buffalo, NY · On-site

Company Description Let's Work Together Senior Service Desk Manager This position is based in Buffalo,NY LIFE at nfrastructure At nfrastructure, we understand that our success results from our ...

nfrastructure

Senior Service Desk Manager

Buffalo, NY · On-site

Company Description Let's Work Together Senior Service Desk Manager This position is based in Buffalo,NY LIFE at nfrastructure At nfrastructure, we understand that our success results from our ...

Softrim

Service Desk Manager

Alpharetta, GA · Hybrid

The Service Desk Manager is responsible for leading the daily operations of the IT Service Desk, ensuring high-quality technical support and customer service across the organization. This role ...

Test New Server

UMC Service Desk Manager

Lubbock, TX · On-site

The Service Desk Manager is responsible for overall leadership and management of the IT Service Desk. Those responsibilities include staffing, customer service quality oversight and improvement ...

Peraton

Senior Service Desk Manager

Albuquerque, NM · On-site

$104K - $166K/yr

The Service Desk Manager leads this critical service delivery function, overseeing Tier I, II, and III support operations, ITSM platform management, and continuous service improvement for the NNSA ...

Peraton

Senior Service Desk Manager

Albuquerque, NM

The Service Desk Manager leads this critical service delivery function, overseeing Tier I, II, and III support operations, ITSM platform management, and continuous service improvement for the NNSA ...

Detroit IT

Service Desk Manager

Birmingham, MI

Detroit IT is looking for a Service Desk Manager to assume responsibility for the overall performance of the Service Desk and ensure maximum productivity of technical resources. Job Responsibilities:

Green Thumb Industries

Service Desk Manager

Chicago, IL · On-site

$100K - $125K/yr

The Role The Service Desk Manager will manage a team of Service Desk Analysts and IT support personnel, ensuring efficient resolution of technical issues, optimal user experience, and adherence to ...

Green Thumb

Service Desk Manager

Chicago, IL · Hybrid

The Role The Service Desk Manager will manage a team of Service Desk Analysts and IT support personnel, ensuring efficient resolution of technical issues, optimal user experience, and adherence to ...

Detroit IT

Service Desk Manager

Birmingham, MI · On-site

Detroit IT is looking for a Service Desk Manager to assume responsibility for the overall performance of the Service Desk and ensure maximum productivity of technical resources. Job Responsibilities:

Peraton

Service Desk Manager

Washington, DC · On-site

$112K - $179K/yr

This role is responsible for managing daily Service Desk operations, supervising multi-tier technical support teams, driving operational excellence, and ensuring the delivery of high-quality customer ...

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Service Desk Manager information

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$36.5K

$94.5K

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How much do service desk manager jobs pay per year?

As of Jul 8, 2026, the average yearly pay for service desk manager in the United States is $94,518.00, according to ZipRecruiter salary data. Most workers in this role earn between $71,000.00 and $112,500.00 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.
More about Service Desk Manager jobs
What cities are hiring for Service Desk Manager jobs? Cities with the most Service Desk Manager job openings:
What are the most commonly searched types of Service Desk jobs? The most popular types of Service Desk jobs are:
Who are the top companies hiring for Service Desk Manager jobs? The top employers for Service Desk Manager jobs are:
What states have the most Service Desk Manager jobs? States with the most job openings for Service Desk Manager jobs include:
What job categories do people searching Service Desk Manager jobs look for? The top searched job categories for Service Desk Manager jobs are:
Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in the United States as of July 2026, with employment types broken down into 81% Full Time, 17% Part Time, 1% Temporary, and 1% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $94,518 per year, or $45.4 per hour.
Service Desk Manager

Service Desk Manager

Lunavi

Cheyenne, WY • On-site

Other

Posted 13 days ago

Job description

Description

The Service Desk Manager is responsible for the operational performance of the 24x7 Service Desk, ensuring efficient ticket intake, triage, routing, and resolution of Tier I and defined Tier II support. This role is accountable for queue health, SLA performance, alert response, and customer experience, while partnering with Managed Services Engineering (MSE), Critical Infrastructure Operations (CI-Ops), and Lunavi Cloud Platform (LCP) teams for escalation and resolution.


The Service Desk Manager ensures that support operations are consistent, scalable, and aligned to service delivery standards across all managed services.


 **Relocation may be eligible for the right candidate. 


Service Ownership Alignment


Service Desk:

  • Ticket intake, triage, and routing
  • Alert response and initial investigation
  • Tier I and defined Tier II resolution

Managed Services Engineering (MSE):

  • Azure managed services and escalated workload support

Lunavi Cloud Platform (LCP):

  • Platform infrastructure (VMware, storage, etc.)

Critical Infrastructure Operations (CI-Ops):

  • Datacenter activities

Primary Role and Responsibilities


Operational Leadership:

  • Provide daily leadership and direction for 24x7 Service Desk operations
  • Manage staffing, scheduling, and workload distribution across all shifts
  • Ensure consistent execution of support processes and standards

Queue & Ticket Management (CRITICAL FUNCTION):

  • Own overall queue health, including:
  • Unassigned tickets
  • Ticket backlog and aging
  • Routing accuracy and ticket classification
  • Ensure proper ticket ownership, updates, and closure quality
  • Establish and enforce first-response standards

Alert & Monitoring Operations:

  • Own Service Desk response to monitoring and alerting systems
  • Ensure alerts are: Triaged and validated, and resolved or escalated appropriately
  • Partner with MSE, CI-Ops and LCP to reduce alert noise and improve signal quality

Escalation & Cross-Team Coordination:

  • Ensure proper escalation discipline between Service Desk, MSE, CI-Ops, and LCP
  • Identify recurring issues and escalate trends for resolution
  • Collaborate with engineering teams to improve service delivery workflows

Process & Continuous Improvement:

  • Develop and maintain runbooks, workflows, and documentation
  • Identify opportunities to reduce manual work and improve efficiency
  • Drive standardization across support processes

Training & Team Development:

  • Develop onboarding and training programs for Service Desk staff
  • Ensure team members are trained on tools, processes, and runbooks
  • Create development plans aligned to career growth (Sys Admin ? Engineer)

Performance Management & Reporting:

  • Establish and maintain operational KPIs, including: SLA adherence; first response time; ticket backlog and aging; routing accuracy; alert volume and repeat incidents
  • Provide regular reporting to leadership with insights and improvement recommendations
  • Manage performance reviews, coaching, hiring, and disciplinary actions

Customer Experience:

  • Ensure high-quality communication and customer updates
  • Drive consistent service delivery aligned to SLA expectations
  • Promote a customer-first culture across the Service Desk

Requirements

  • 3-7 years of experience in Service Desk, NOC, or IT support operations
  • 2+ years of leadership or team management experience
  • Experience managing 24x7 support environments
  • Strong understanding of ticket-based support operations and SLA management
  • Experience with ticketing systems (Autotask preferred)
  • Familiarity with ITIL or service management frameworks
  • Strong communication, leadership, and organizational skills

Preferred Skills

  • Experience supporting cloud environments (Azure preferred)
  • Familiarity with monitoring and alerting platforms
  • Experience supporting Windows Server environments
  • Exposure to networking and infrastructure concepts
  • ITIL certification or equivalent experience

Success Metrics


Success in this role will be measured by:

  • Reduction in unassigned tickets and backlog
  • Improved ticket routing accuracy
  • Improved SLA adherence and response times
  • Reduction in repeat alerts and ticket noise
  • Increased ticket ownership and resolution quality
  • Improved customer satisfaction

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