Service Desk Manager
$92,000–$147,900 year
On-siteLansdowne, Pennsylvania, United States
Job Summary
Manage the Service Desk function and IT Support team across US and international offices, diagnosing and resolving Tier 1 & 2 technical issues while escalating advanced cases to specialized teams. Lead dispersed Technical Support Specialists to meet service level agreements, analyze activities for process improvements, and champion the ITSM framework. Perform high-level local and remote support for ministry staff, determine root causes of problems, and maintain inventory for assets and consumables. Create and enforce standard operating procedures, leverage AI-assisted tools to reduce handle times, and expand the self-service knowledge base. Travel to various US and European offices as needed. This role drives innovation to transform the Service Desk from a reactionary function to a strategic department.
Required Qualifications
- Bachelor's degree in computer science, information technology, or a related field or equivalent experience
- 5+ years experience in desktop/systems support or IT service management
- 2+ years of supervisory experience
- Excellent written and verbal communication skills
- ability to communicate effectively with end-users in non-technical terms
- Proven technical troubleshooting and problem-solving skills
- Experience with Microsoft, Linux, Windows and iOS and other common operating systems and software applications
- Familiarity with AI-assisted support and productivity tools (e.g., Claude, Copilot, or similar)
- Ability to assist and/or coach team members and end-users with advanced technical issues
- Ability to travel as needed (~10-15%)
Desired Qualifications
- ITIL Foundation certification preferred
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