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IT Service Desk Manager

TeamSoft IT Solutions -
La Crosse, WI

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Job Details

$120,000 a year

Qualifications

Mobile device support
Managing teams in a customer support role
Team leadership
Mobile device management
ITIL implementation
Active Directory

Full Job Description

IT Service Desk Manager - On Site

Location

La Crosse, WI OR Memphis, TN OR Latrobe, PA
Onsite – 5 days/week

Overview

Lead and manage IT Service Desk operations across multiple locations. Responsible for service delivery, team leadership, incident management, and continuous improvement aligned with ITIL best practices.

Key Responsibilities

Lead and develop Service Desk team (multi-site)
Define and track KPIs, SLAs, and performance metrics
Manage 24/7 support coverage, scheduling, and on-call rotations
Own incident, problem, and request management processes
Drive root cause analysis and reduce recurring incidents
Act as escalation point for critical issues
Lead service delivery and IT support initiatives/projects
Partner with Infrastructure, Applications, Security teams
Ensure compliance with IT policies, security standards, audits
Identify and implement process improvements and automation
Maintain documentation, procedures, and standards
Travel required

Required Qualifications

5+ years IT Service Desk / End-User Support experience
2+ years leadership or management experience
Strong knowledge of ITIL / Service Desk frameworks
Experience with ticketing systems (ServiceNow, Remedy, Jira Service Management, Freshservice)

Preferred

ITIL v4 certification
Experience in 24/7 multi-site environments
Knowledge of Active Directory, Microsoft 365
Networking fundamentals
Mobile Device Management (MDM)

#LI-JH1
#INDTS

Peoplelink LLC, a leader in the staffing industry for the past 33 years, continues our vision of ‘linking’ communities through employment. TeamSoft’s dedication to the safety, health & well-being of our associates, clients and communities remains our #1 priority. TeamSoft is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at all levels of the organization.

TeamSoft is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, or any other protected status under federal, state, or local law. We are committed to fostering a diverse and inclusive workplace.

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