Job Title: Service Desk Manager

Location: US Remote

 

Position Summary

The Service Desk Manager is responsible for the leadership, coordination, and delivery of end‑user computing across multiple customer environments. This role manages a blended support model that includes employees, contractors, and third‑party vendors, ensuring consistent, high‑quality service delivery for BRIDGE clients. 

The Service Desk Manager thrives in a fast‑paced, hands‑on environment and brings a strong customer‑service mindset, operational discipline, and people leadership skills. This role serves as a key escalation point for deskside, service desk, and client‑facing teams and plays a critical role in maintaining service quality, customer satisfaction, and operational efficiency. 

Essential Duties/Responsibilities

Service Delivery & Operations 

• Owns day to day service desk operations across multiple customer environments. 
• Processes, prioritizes, and escalates work requests in alignment with service level objectives (SLOs). 
• Acts as an escalation point for complex or high impact client issues originating from the Deskside Services Manager,  Client Service Managers, or customer leadership. 
• Reviews operational reports, service dashboards, and metrics to ensure service quality and contractual commitments are met. 
• Ensures appropriate coverage through scheduling and resource planning for service desk staff and contractors. 
• Partners with Deskside Services Manager, Director of EUC, and Director of IT Operations to support consistent standards and high-quality service delivery across teams.   

Team Leadership & People Management 

• Leads and manages a distributed service desk team, including employees and contractors. 
• Conducts regular one‑on‑one meetings with direct reports to provide coaching, feedback, and performance support. 
• Supports onboarding, training, and ongoing development of service desk personnel. 
• Promotes a culture of accountability, professionalism, and customer‑focused service delivery. 

Vendor & Third‑Party Management 

• Manages relationships with third‑party vendors and contractors. 
• Monitors vendor performance, service quality, and adherence to defined expectations. 
• Coordinates vendor engagement during incidents, projects, and escalations. 

End‑User & Technical Support Oversight 

• Oversees service desk support for desktops, laptops, mobile devices, printers, and peripherals (Windows, macOS, and mobile platforms). 
• Ensures high‑quality support for:  
  • Windows workstations and operating systems 
  • Microsoft 365 and Office applications 
  • Google Workspace 
  • VoIP and telephony systems 
  • Basic network connectivity and troubleshooting 
  • Smartphones and tablets (Apple and Android) 

• Provides support as needed during high‑priority incidents or staffing gaps. 

Travel & Field Support 

• Supports on‑site service delivery as needed. 
• Up to 25% travel (local, regional, and national) may be required based on customer needs. 

 Other Duties and Responsibilities 

• Participates as an effective team member through communication, collaboration, and problem solving. 
• Assists in other areas of IT operations as directed. 
• Maintains complete and accurate records of work performed and services delivered. 
• This position may involve extended sitting, walking, standing, stooping, kneeling or crouching and lifting up-to 50 pounds.