This role leads our 24/7 IT Service Desk while also owning the technology incident management program and our department-wide reliability and IT resiliency practices. The IT Service Operations ...
This role leads our 24/7 IT Service Desk while also owning the technology incident management program and our department-wide reliability and IT resiliency practices. The IT Service Operations ...
Lead Service Desk Specialist
Boston, MA · On-site
... s roles * Experience supporting Tier 1 and Tier 2 technical environments in a professional organization * Prior experience mentoring, leading, or managing Service Desk team members preferred * Strong ...
Lead Service Desk Specialist
Boston, MA · On-site
... s roles * Experience supporting Tier 1 and Tier 2 technical environments in a professional organization * Prior experience mentoring, leading, or managing Service Desk team members preferred * Strong ...
Service Desk Manager
Chicago, IL · Hybrid
The Role The Service Desk Manager will manage a team of Service Desk Analysts and IT support ... This role will oversee IT support operations, ensuring high-quality service delivery and continuous ...
Service Desk Manager
Chicago, IL · Hybrid
The Role The Service Desk Manager will manage a team of Service Desk Analysts and IT support ... This role will oversee IT support operations, ensuring high-quality service delivery and continuous ...
Operational Excellence & Continuous Improvement: * Build, mentor, and develop a high-performing service desk management team. * Foster a culture of continuous improvement, learning, and employee ...
Operational Excellence & Continuous Improvement: * Build, mentor, and develop a high-performing service desk management team. * Foster a culture of continuous improvement, learning, and employee ...
Service Desk Manager with Security Clearance
Springfield, VA · On-site
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Service Desk Manager with Security Clearance
Springfield, VA · On-site
$94K - $122K/yr
The Service Desk Manager provides strategic and operational leadership for end-user support ... services, driving a forward-leaning, proactive approach to service delivery. You will lead a team ...
IT Service Desk Supervisor
Akron, OH · On-site
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IT Service Desk Supervisor
Akron, OH · On-site
Description The Service Desk Supervisor will oversee the daily operations of the IT Service Desk ... Prepare for future transition into a Service Desk Manager role. This position is part of a ...
Service Desk Lead
Washington, DC · On-site
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Service Desk Lead
Washington, DC · On-site
Lead daily Service Desk operations supporting phone, email, portal, and walk-up requests * Manage ticket queues, assignment, prioritization, and escalation workflows * Monitor SLA compliance for ...
... EITSI Program Manager and Chief Operations Manager as needed. * Provide leadership and ... Familiar with IT and Service Desk support methodology alignment with Industry Standards. * Ability ...
... EITSI Program Manager and Chief Operations Manager as needed. * Provide leadership and ... Familiar with IT and Service Desk support methodology alignment with Industry Standards. * Ability ...
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IT Service Desk Lead
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Support Microsoft 365, endpoint management, and enterprise collaboration platforms * Troubleshoot complex technical issues escalated from service desk operations * Support endpoint deployment ...
IT Service Desk Manager - US
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IT Service Desk Manager - US
Saint Louis, MO · Remote
$115K - $120K/hr
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Dugway, UT · On-site
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Quick apply
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Service Desk Integration Liaison
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Service Desk Integration Liaison
Atlanta, GA · On-site
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Service Desk Team Lead
Herndon, VA · On-site
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Detroit, MI · On-site
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IT Service Desk Analyst
Detroit, MI · On-site
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Washington, DC · On-site
... management activities. Responsibilities: * Lead 24/7 Tier 1 Service Desk operations in a hybrid ... onsite/remote environment. * Ensure service requests and incidents are acknowledged, escalated, and ...
Senior Service Desk Analyst (Tier 1)
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Senior Service Desk Analyst (Tier 1)
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Service Manager - Service Desk : San Diego, CA- 92120 /Dallas, TX- 75234 - Contract
San Diego, CA · On-site
Manage end-to-end delivery of service desk operations, ensuring SLA adherence and quality support. * Serve as the primary escalation and governance point for service delivery-related concerns.
Quick apply
Service Manager - Service Desk : San Diego, CA- 92120 /Dallas, TX- 75234 - Contract
San Diego, CA · On-site
Manage end-to-end delivery of service desk operations, ensuring SLA adherence and quality support. * Serve as the primary escalation and governance point for service delivery-related concerns.
Day-to-day service desk operations, including SLA performance, ticket queue management, and escalation handling, ensuring smooth operations, data integrity, and security and policy compliance
Day-to-day service desk operations, including SLA performance, ticket queue management, and escalation handling, ensuring smooth operations, data integrity, and security and policy compliance
Lead and manage Tier 1 Service Desk operations , ensuring timely and effective handling of user requests and incidents. * Supervise and direct a team of Tier 1 analysts, including task assignment ...
Lead and manage Tier 1 Service Desk operations , ensuring timely and effective handling of user requests and incidents. * Supervise and direct a team of Tier 1 analysts, including task assignment ...
Service Desk Operations Manager information
See salary details
$36.5K - $47.5K
6% of jobs
$47.5K - $58.4K
6% of jobs
$58.4K - $69.4K
9% of jobs
$71.5K is the 25th percentile. Wages below this are outliers.
$69.4K - $80.3K
19% of jobs
The median wage is $87.4K / yr.
$80.3K - $91.3K
15% of jobs
$91.3K - $102.2K
12% of jobs
$108.5K is the 75th percentile. Wages above this are outliers.
$102.2K - $113.2K
14% of jobs
$113.2K - $124.1K
5% of jobs
$124.1K - $135.1K
5% of jobs
$135.1K - $146K
5% of jobs
$146K - $157K
3% of jobs
$36.5K
$94.5K
$157K
How much do service desk operations manager jobs pay per year?
What is the difference between Service Desk Operations Manager vs Service Desk Supervisor?
| Aspect | Service Desk Operations Manager | Service Desk Supervisor |
|---|---|---|
| Responsibilities | Oversees multiple service desk teams, manages strategic planning, and ensures service quality | Supervises daily operations, manages team members, and handles escalations |
| Required Credentials | ITIL certification, relevant IT experience, leadership skills | ITIL knowledge, technical support experience, team management skills |
| Work Environment | Strategic, managerial setting, often in larger organizations | Operational, team-focused environment, often in help desk or support centers |
| Industry Usage | Common in IT service management, large enterprises | Common in IT support teams, smaller organizations |
The Service Desk Operations Manager focuses on strategic oversight and managing multiple teams, while the Service Desk Supervisor handles daily team supervision and operational issues. Both roles require ITIL knowledge and support experience, but the manager role involves broader planning and leadership responsibilities.
What does a service desk manager do?
Is a service desk role stressful?
What does a service operations manager do?
What qualifications do you need to be a service desk analyst?

Job description
Baldor is seeking an IT Service Operations Manager to join our Technology Team, reporting to the Director of Infrastructure & Cybersecurity. Baldor's Technology organization delivers reliable, scalable, and secure technology services that power our distribution centers, corporate offices, and customer-facing platforms.
This role leads our 24/7 IT Service Desk while also owning the technology incident management program and our department-wide reliability and IT resiliency practices. The IT Service Operations Manager delivers responsive support to end users across our Bronx headquarters and branch distribution centers, manages production incidents with urgency, and drives an operational excellence agenda that develops the team, reduces incident frequency, and improves observability across our services.
This is a leadership-focused role grounded in deep technical experience. The manager is expected to roll up their sleeves, with no task too small, to guide complex incidents and build new operational capabilities. They partner with Infrastructure, Security, Product, and business stakeholders to translate operational needs into standard operating procedures (SOPs) that drive day-to-day execution, proactively prevent incidents, and elevate the end user experience.
KEY RESPONSIBILITIES
- Lead 24/7 IT Service Desk operations across three shifts, ensuring tickets meet defined SLAs across our distribution centers
- Coach and develop Service Desk supervisors and technicians, fostering a culture of urgency, accountability, and continuous improvement
- Own the technology incident management program, including the on-call schedule, major incident response, executive communications, post-incident reviews, and corrective actions to prevent recurrence
- Establish reliability targets for critical systems, mature monitoring and alerting, and formalize on-call paging and escalation
- Leverage AI and automation to drive efficiencies across the team; Baldor actively encourages the use of AI-augmented tooling to reduce repetitive work, accelerate response, and improve uptime, with latitude to introduce new capabilities and build an automation-first mindset
- Partner with Infrastructure, Security, and Product teams to design for resiliency, and maintain business continuity procedures, failover testing, and recovery runbooks
- Own endpoint management and the device lifecycle, including Intune-based MDM for Windows, macOS, iOS, and Android; imaging, patching, and compliance state; hardware refresh, asset inventory, and procurement coordination
- Own identity and access management (IAM) operations for end users, including onboarding and offboarding, role and access changes, provisioning standards, and account lifecycle hygiene
- Configure and continually improve our Zendesk and Jira Work Management platforms to streamline ticketing workflows, surface meaningful reporting, and deliver a better end user experience
- Manage VAR and vendor relationships with ownership of SLAs, performance reviews, and quality outcomes
REQUIREMENTS
- Bachelor's degree (Computer Science, MIS, Engineering, or related) preferred, or equivalent work experience
- 5+ years in IT operations, Service Desk, or infrastructure roles, including direct people management; a hands-on leader with a technical background who operates alongside the team
- Previous experience owning or contributing to an incident management program (major incident response, root cause analysis, and post-mortems)
- Working knowledge of reliability principles (service-level targets, observability, and automation)
- Experience with ITSM platforms (Zendesk, Jira, or equivalent), monitoring/observability tooling (Azure Monitor, Prometheus, Grafana, or equivalent), and endpoint management (Microsoft Intune or equivalent MDM)
- Strong analytical and problem-solving skills under pressure; excellent written and verbal communication, with experience presenting operational performance to leadership and partnering across technical and non-technical stakeholders
PREFERRED QUALIFICATIONS
- Experience building or maturing a reliability or operational excellence practice, including standing up on-call paging platforms (PagerDuty, Opsgenie, or equivalent)
- Hands-on experience with Microsoft Azure (Azure Monitor, Log Analytics, Action Groups) and automation/scripting (PowerShell, Python, or equivalent)
- Experience supporting distributed operations across multiple sites (warehouse, logistics, or food distribution environments) and familiarity with IT compliance and security frameworks
WHAT SUCCESS LOOKS LIKE
- Service Desk meets or exceeds SLA, response time, and customer satisfaction targets across all shifts.
- Major incidents are managed with clear communication, fast resolution, and rigorous follow-through on corrective actions.
- Reliability targets, mature monitoring and alerting, and a formal on-call/paging program are in place, with a measurable downward trend in incident frequency.
- IT resiliency plans are documented, tested, and trusted by the business.
- Endpoint compliance, asset hygiene, and IAM operations are auditable, accurate, and meet our security and compliance standards.
- The Service Desk team is engaged, developing in their careers, and delivering an excellent end user experience.
WORK ENVIRONMENT & SCHEDULE
- Primarily on-site at our Bronx headquarters (155 Food Center Drive), with occasional travel to branch distribution centers as needed
- Participates in the on-call rotation as the senior escalation point for major incidents
- Ability to work additional hours, weekends, or holidays as needed for major incidents and system implementations
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About Baldor Specialty Foods
Sourced by ZipRecruiter
Industry
Food services and drinking places
Company size
1,001 - 5,000 Employees
Headquarters location
New York, NY, US
Year founded
1991