Manager, IT Service Desk

What you’ll do: Enforces service delivery standards and operational metrics established in partnership with the VP of IT Operations, manages team performance, prioritizes day-to-day operational activities, oversees escalated technical issues, and drives team-level continuous improvement initiatives designed to enhance customer satisfaction, operational efficiency, and technology adoption. Serves as a key liaison between business units and IT, ensuring technology services effectively support organizational objectives. This position sits organizationally between individual contributor Service Desk staff (including Sr. Desktop Technicians) and IT leadership, reporting to the VP of IT Operations and serving as the primary point of accountability for day-to-day Service Desk performance between those levels. Performs all duties in accordance with the company's policies and procedures and all applicable federal, state, and local laws and regulations. Leadership & Management Lead, coach, develop, and manage a team of Sr. Desktop Technicians, Desktop Support Technicians, and other Service Desk personnel. Establish team-level goals, performance expectations, and operational metrics that support Service Desk-wide service level objectives set by IT leadership. Conduct performance evaluations, provide ongoing feedback, and create development plans to support employee growth and succession planning. Oversee staffing, scheduling, workload distribution, and resource allocation to ensure appropriate service coverage and timely issue resolution. Foster a customer-focused culture centered on service excellence, accountability, collaboration, and continuous improvement. Manage employee relations matters in accordance with company policies and practices. Service Desk Operations Direct day-to-day Service Desk and Desktop Support operations, ensuring efficient and effective support for end-user technology services. Monitor service requests, incidents, escalations, and problem resolution a