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Service Desk Manager Jobs (NOW HIRING)

Denovo

Service Desk Manager

Service Desk Operations & Queue Management: Oversee daily operations across shifts, manage ticket flow and prioritization, and ensure timely triage, assignment, escalation, and resolution of ...

Hanmi Bank

Service Desk Manager

Los Angeles, CA · On-site

$112K - $160K/yr

SUMMARY The Service Desk Manager is responsible for overseeing Service Desk operations, user access governance, and overall operational stability within a regulated enterprise environment. This role ...

CPI Card Group

Service Desk Manager

Roseville, MN · Hybrid

We are seeking a Service Desk Manager to lead and continuously improve the endtoend digital workplace experience for our users, including executives, corporate office and remote employees, and ...

ManTech

Service Desk Manager

Chantilly, VA · On-site

MANTECH seeks a motivated, career and customer-oriented Service Desk Manager to join our team in Chantilly, VA . The position is onsite . The selected candidate will articulate Service Desk ...

Na Oiwi Kane

Service Desk Manager

Washington, DC

$105K - $115K/yr

Overview Job Summary Galapagos Federal Systems, LLC is seeking a motivated and experienced Service Desk Manager (SDM) to lead a team of IT professionals delivering front-line technical support to end ...

swirecc

Manager, IT Service Desk

Draper, UT

What does an IT Service Desk Manager do at Swire Coca - Cola? We are seeking an experienced IT Service Desk Manager to lead the daily operations of our IT Service Desk and own the enduser IT support ...

Babcock & Wilcox

IT Service Desk Supervisor

Akron, OH · On-site

This role is designed for a high-potential leader who will be mentored and developed for future promotion to Service Desk Manager. The ideal candidate demonstrates strong leadership qualities ...

swirecc

Manager, IT Service Desk

Draper, UT

What does an IT Service Desk Manager do at Swire Coca - Cola? We are seeking an experienced IT Service Desk Manager to lead the daily operations of our IT Service Desk and own the enduser IT support ...

swirecc

Manager, IT Service Desk

Draper, UT

What does an IT Service Desk Manager do at Swire Coca - Cola? We are seeking an experienced IT Service Desk Manager to lead the daily operations of our IT Service Desk and own the enduser IT support ...

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Service Desk Manager information

See salary details

$36.5K

$94.5K

$157K

How much do service desk manager jobs pay per year?

As of Jun 16, 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 June 2026, with employment types broken down into 79% Full Time, 14% Part Time, 2% Temporary, and 5% Contract. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $94,518 per year, or $45.4 per hour.

Service Desk Manager

Denovo

Remote

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 3 days ago

Job description

About Denovo an Argano Company
Denovo is an industry-leading provider of ERP application management and consulting services. At Denovo, we prioritize a customer-first approach. We collaborate with every customer to create a customized cloud roadmap, be a best-of-breed Managed Services Provider focusing on seamlessly integrating ERP application management with cloud infrastructure management to deliver a unified , proactive, and high-value service and migration experience. Denovo is a strategic partner to customers, advising on ERP upgrades, cloud migrations, and digital transformation strategies. The goal is to continuously deliver business value and support customers in achieving their operational goals. Denovo's solutions are designed to manage and improve customers' business operations, reduce risk, and provide zero delay with our proactive and strategic service.
  • Summary

Denovo, an Argano Company, seeks a motivated and skilled professional to take charge of administering, maintaining, and developing the ServiceNow platform across the organization. The preferred candidate should be creative with strong problem-solving abilities. Comfort with core application administration, workflow creation, data management, scripting, and process automation is essential. This role requires collaboration with both technical and non-technical teams to transform business objectives into scalable solutions suited for multiple departments. Additionally, clear communication about system changes and improvements to larger, non-technical groups is expected. You'll thrive in a fast-paced, rapidly expanding environment where priorities frequently shift, requiring flexibility and adaptability with a broad array of tasks and technologies.
Requirements
Job Summary
The Service Desk Manager leads end-to-end service desk operations and continuous improvement, ensuring consistent, high-quality support for incidents and service requests. This role blends people leadership, ITIL-aligned process governance, and data-driven performance management, while advancing self-service, knowledge management, and automation to improve user experience and operational efficiency.
Key Responsibilities
  • Service Desk Operations & Queue Management: Oversee daily operations across shifts, manage ticket flow and prioritization, and ensure timely triage, assignment, escalation, and resolution of incidents and service requests.
  • ITIL/ITSM Process Governance: Understand the critical core practices for the Service Desk including Incident Management, Service Request Management, Knowledge Management, Service Level Management.
  • Customer Experience & Communications: Set service standards for end-user interactions; manage escalations; provide clear, timely updates and partner with stakeholders to align expectations and service outcomes.
  • Performance Management & Reporting: Define, track, and report KPIs (e.g., FCR, CSAT, SLA compliance, backlog, response/resolution times, ticket drivers) and lead corrective actions to improve performance and productivity.
  • People Leadership: Hire, coach, schedule, and develop service desk staff; conduct performance reviews; build training plans; and promote a culture of accountability, learning, and continuous improvement.
  • Knowledge & Self-Service: Build and govern a searchable knowledge base and self-service portal; establish content standards and review cadence to improve consistency and deflect repetitive contacts.
  • Automation & Tool Optimization: Drive automation initiatives (e.g., intelligent routing, workflow automation, virtual agents/chatbots where applicable) to reduce manual effort and improve speed and quality of resolution.
  • Internal Partners: Coordinate with internal resolver groups to meet SLAs/OLAs, manage escalations, and ensure contract obligations and service quality are achieved.
  • Documentation & Controls: Maintain SOPs, runbooks, and quality controls (including ticket quality standards) to ensure repeatable execution and audit readiness.

Qualifications
  • Experience: 5-8+ years in IT support/service management, including 2+ years leading a service desk/help desk team (enterprise or managed services).
  • IT Service Management (ITSM)/ITIL: Working knowledge of ITIL-aligned practices (Incident, Request, Problem, Knowledge; familiarity with Change Enablement).
  • Education: Bachelor's degree in information technology, Computer Science, or 5+ years equivalent experience.
  • Certifications: ITIL 4 Foundation (preferred/minimum).

Technical Skills
  • ITSM Platform: Experience administering and optimizing an ITSM tool (ServiceNow) including queues, categories, workflows, SLAs, knowledge articles, and reporting.
  • Automation: Ability to identify repetitive work and make recommendations to implement automation via platform workflows.
  • Reporting & Analytics: Ability to analyze trends and build operational reporting (e.g., Excel, Power BI, Tableau) to drive decisions and continuous improvement.
  • Technical Breadth: Working knowledge of end-user computing, identity/access, networking fundamentals, and remote support/management tools.

Core Competencies
  • Leadership: Coaching, performance management, workforce planning, and building an inclusive, service-oriented culture.
  • Operational Rigor: Strong triage discipline, escalation management, and shift handoff practices in a fast-paced environment.
  • Customer Focus: Clear, professional communication and a consistent focus on improving end-user experience.
  • Continuous Improvement: Process mapping, root-cause thinking, and using metrics to prioritize and drive improvements.
  • Stakeholder & Vendor Management: Ability to influence across teams and manage third-party performance to SLAs/OLAs.

The estimated base rate range for this position: $120,000.00 - $135,000.00 per year. The actual hourly range is based on fair market value based on your geographical location, skills, role requirements, and responsibilities. This posted compensation is a good faith and reasonable estimate. Denovo reserves the right to adjust this range depending on the selected candidate's qualifications.
Denovo provides a comprehensive benefits package that includes, but is not limited to Medical, Dental, Vision, Life and Disability insurance, FSA (Health & Dependent Care), HSA, 401(k), PTO, Paid Holidays, as well as Supplemental Benefits for Accident, Critical Illness, Identity Theft, and Legal support.
Denovo is proud to be an Equal Employment Opportunity employer. We are committed to fostering a diverse and inclusive workplace where all employees are treated fairly, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, age, or veteran status. In accordance with the Colorado Equal Pay for Equal Work Act, we ensure equitable pay practices and opportunities for advancement based on merit and qualifications, without regard to gender or any other protected characteristics. We value a respectful and supportive work environment where every individual can thrive.

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