Mgr-Support Services
HybridPhoenix, Arizona, United States
Job Summary
Lead and develop the service desk team while establishing KPIs and fostering a customer-centric culture. Oversee daily support operations, manage escalations, and ensure strict SLA adherence through action plans, audits, and ITIL-based process improvements. Structure call routing parameters to maximize staff efficiency and service levels, acting as the liaison between IT and business stakeholders. Maintain a central knowledge repository to assist personnel in troubleshooting complex issues and manage vendor relationships. This role combines leadership, technical expertise, and operational management within Phoenix, AZ, following a hybrid schedule.
Required Qualifications
- 8+ years of IT support experience
- 5+ years of leadership responsibility
- Strong ITSM/ITIL knowledge
- Proven experience managing high-volume service desk operations
- Experience managing service levels (SLAs/KPIs) and reporting on performance metrics
- Demonstrated experience with ticketing systems (ServiceNow, Jira, or similar)
- Must be able to read documents
- Must be able to use a computer
- Must be able to communicate verbally and in writing
- Mobility required within an office, warehouse and construction site environments
- Must be able to occasionally lift up to 20 pounds
- Pass pre-employment, random, post-accident, and reasonable suspicion drug screens
- Provide valid US work authorization documents for E-Verify
- Satisfactory results of pre-employment background check results
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