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Service Desk Manager Jobs (NOW HIRING)

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 ...

Peraton

Service Desk Manager

Washington, DC

$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 ...

Green Thumb

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 ...

CPI Card Group

Service Desk Manager

Littleton, CO · 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 ...

Packsize

Service Desk Manager

Louisville, KY · On-site

Service Desk Manager About Packsize, We are Packsize. A fast-growth multinational technology company committed to eliminating excessive and unfriendly packaging experiences through the adoption of ...

Packsize

Service Desk Manager

Salt Lake City, UT

Service Desk Manager About Packsize, We are Packsize. A fast-growth multinational technology company committed to eliminating excessive and unfriendly packaging experiences through the adoption of ...

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 ...

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 ...

DMI

Service Desk Manager

Washington, DC · On-site

$109K - $119K/yr

This role oversees day-to-day service desk operations, manages a cloud-based ITSM platform, ensures SLA achievement and reporting, and coordinates across Tier 1, Tier 2, Tier 3, and vendor teams to ...

DMI

Service Desk Manager

Washington, DC · On-site

This role oversees day-to-day service desk operations, manages a cloud-based ITSM platform, ensures SLA achievement and reporting, and coordinates across Tier 1, Tier 2, Tier 3, and vendor teams to ...

DMI

Service Desk Manager

Washington, DC

Learn more at www.dminc.com DMI, LLC is seeking a Service Desk Manager to lead for the technical service desk, accountable for the end-to-end lifecycle of all IT incidents and problems across a multi ...

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Service Desk Manager information

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$36.5K

$94.5K

$157K

How much do service desk manager jobs pay per year?

As of Jul 7, 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.
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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:
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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.
IT Service Desk Manager (FTE)

IT Service Desk Manager (FTE)

AdeptSource

Redwood City, CA • On-site

Other

Re-posted yesterday

Job description


Title: IT Service Desk Manager
Location: Redwood City, CA (onsite)
Type: Full-time Permanent (competitive salary + bonus and equity)
*Ideal candidate will have previous service desk management experience in the Life Sciences, Biotech or Pharmaceutical industry.
Overview:
The IT Service Desk Manager's role is to oversee all Service Desk staff and ensure that end users (approx. 400+) are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Service Desk Manager is also responsible for planning, designing, and analyzing the organization's service desk according to best practices, like the Information Technology Infrastructure Library (ITIL), while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
Responsibilities:
  • Responsible for management, prioritization and dispatch of incoming calls to the Service Desk via telephone, e-mail, chat to ensure courteous, timely and effective resolution of end user issues. Ensure compliance with Service Level Agreement (SLA).
  • Use best practices in the delivery of technical support such as: Average Speed to Answer, First Call Resolution, CSAT, and support metrics tracking and reporting.
  • Develop and enforce request handling and escalation policies and procedures.
  • Track and analyze trends in Service Desk requests and generate statistical reports.
  • Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring.
  • Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
  • Oversee development and communication of help sheets, usage guides and FAQs for end users. Send User Communications when there are planned and unplanned outages.
  • Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
  • Oversee the development, implementation and administration of service desk staff training procedures and policies. Develop and maintain knowledge base articles (KBA).
  • Motivate support team through performance coaching and training objectives Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
  • Monitor incident trends and anticipate potential problems for proactive resolution.
  • Manage Operational budget and related purchasing tasks.
  • Ensure appropriate training initiatives for new and existing staff.

Requirements:
  • 7 years of experience and 3 years of Management experience
  • Extensive application support experience with various modules of ServiceNow & Office 365
  • Extensive knowledge of computer hardware, including PCs and Macs.
  • Working knowledge of a range of diagnostic utilities and remote tools.
  • Experience with desktop and server operating systems, including latest Windows and Mac OS.
  • Familiarity with the advanced principles of ITIL. ITIL certification preferred
  • Proven track record of developing and providing SLAs and Service Desk deliverables.
  • Demonstrated progressive experience in the management of a technical support team.
  • Experience leading a Service desk team is mandatory.

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