Service Desk Manager
20 days ago
Tampa
Job DescriptionService Desk Manager – Transform & Elevate Our IT Service Desk ExperienceLocation: ONSITE- W. Hillsborough Area- Tampa, FL Employment Type: Full-Time/Direct Please Note: Our client does not offer any form of sponsorship now or in the future. Are you a forward-thinking IT Service Desk leader who’s passionate about transforming service delivery, elevating customer experience, and building a world-class, white-glove Support organization? If you thrive in a fast-paced environment and love creating structure, optimizing processes, and inspiring teams — this is your opportunity to make a major impact.We are seeking a Service Desk Manager to lead a high-visibility Service Desk team. This role is perfect for someone who wants to modernize operations, mature ITSM, ITIL practices, and deliver exceptional service to users across the organization.What You’ll DoTeam Leadership & Culture • Provide day-to-day leadership, coaching, and development for all Service Desk team members., • Build a customer-centric culture grounded in professionalism, responsiveness, accountability, and white-glove service., • Oversee workload distribution, staffing coverage, and on-call scheduling to support business needs., • Lead the full hiring process for Service Desk staff (with final approval from the Director of Technology Operations).ITSM, Process Excellence & Continuous Improvement, • Own and continuously enhance ITSM processes including Incident Management, Request Fulfillment, Knowledge Management, Major Incident Management, and Problem Management., • Ensure operations align with ITIL 4 best practices and continuous improvement initiatives., • Develop and enforce standardized escalation, communication, and incident response procedures., • Serve as Incident Commander during major outages—coordinating response teams, communicating updates, and driving resolution.Operational Management, • Track, analyze, and report key KPIs such as SLA performance, first-contact resolution, and customer satisfaction., • Use data to drive service improvements, optimize workflows, and enhance user experience., • Manage all Service Desk incidents—ensuring proper assignment, escalation, and proactive communication., • Partner with IT teams to onboard new applications, systems, and technologies., • Support store locations and remote environments with repairs, adds, moves, and changes., • Support events and assist with hardware procurement.Security, Compliance & Governance, • Partner with Cybersecurity and Compliance teams to ensure secure handling of access requests, credentials, and incidents., • Ensure Service Desk processes align with SOX, ITGC, and ITAC controls, including audit readiness and evidence collection.Tools, Knowledge & Vendor Management, • Maintain and expand the Service Desk knowledge base to support self-service and reduce recurring incidents., • Lead automation, workflow efficiency, and process optimization initiatives., • Manage third-party vendors and service providers to maintain quality and adherence to SLAs., • Maintain documentation, procedures, and operational standards for all Service Desk functions.Additional Requirements, • Occasional after-hours work and travel may be required., • Occasional heavy lifting may be required., • Performs other duties as assigned.What You Bring (Key Skills & Qualifications), • Bachelor’s degree preferred (or equivalent experience)., • Minimum 5 years in a Service Desk Manager or Senior Lead role with direct responsibility for service delivery, team leadership, and customer support., • Demonstrated ability to lead, motivate, and develop high-performing teams., • Exceptional communication and customer engagement abilities., • Strong decision-making, analytical, and problem-solving skills., • Excellent time management with the ability to prioritize urgent vs. important tasks., • Enterprise-level proficiency in hardware, software, and troubleshooting., • Strong knowledge of Microsoft technologies and modern workplace tools.