IT Service Desk Manager
Job Overview:
The IT Service Desk Manager is a member of the Global Information Technology team responsible for leading day-to-day service desk operations and developing a team of IT service desk technicians and support analysts. This role ensures high-quality, efficient support across a large, global enterprise by improving incident resolution, user satisfaction, service performance, and process maturity.
Reporting to the Global IT & Cyber Security Manager, this position owns service levels and performance metrics, Jira Service Management administration, knowledge and self-service capabilities, ITIL-aligned incident, problem, and change practices, asset and endpoint management processes, vendor performance, escalations, and operational reporting. This is a full-time, on-site position at Evapco's corporate headquarters in Taneytown, Maryland. Very infrequent travel may be required.
Key Responsibilities:
Service Desk Leadership & Team Development
- Lead, schedule, coach, and mentor a team of service desk technicians and support analysts, fostering a customer-first, continuous-improvement culture
- Own performance management activities, including goal-setting, regular one-on-one meetings, professional development planning, and constructive feedback
- Manage staffing coverage and shift scheduling to provide consistent support availability across global time zones as needed
Service Delivery & Performance Management
- Define, monitor, and continuously improve key performance indicators and service level agreements, including first-call resolution, ticket aging, and customer satisfaction
- Analyze service trends, recurring issues, and root causes to improve resolution times and the overall end-user experience
- Use operational data and customer feedback to prioritize service improvements and align support delivery with business goals
ITSM Platform, Knowledge & Self-Service
- Serve as the business owner and administrator for IT Service Management system, including queue configuration, workflows, automation, and reporting dashboards
- Maintain and enhance the knowledge base and end-user self-service capabilities to reduce avoidable tickets and empower users
- Drive strategic initiatives to modernize service desk tools, processes, and support capabilities
Incident, Problem & Change Management
- Manage incident, problem, and change management lifecycles in alignment with ITIL best practices
- Coordinate escalations, major incident response, stakeholder communications, and post-incident reviews
- Identify corrective actions and process improvements that drive lasting resolution and greater service maturity
Asset, Endpoint & Device Management
- Oversee IT asset management (ITAM) and mobile device management (MDM) processes, ensuring accurate inventory, lifecycle tracking, and compliance
- Partner with security and infrastructure teams to ensure endpoints are provisioned, patched, and managed to corporate standards
- Support consistent processes for device deployment, replacement, transfer, recovery, and retirement
Vendor, Escalation & Stakeholder Management
- Manage relationships with third-party vendors and service providers and hold them accountable to contractual service levels
- Serve as the primary escalation point for complex, high-impact, or business-critical support issues
- Communicate service status, initiatives, risks, and outcomes effectively to technical and non-technical stakeholders
Reporting & Communication
- Produce clear, actionable performance and operational reports for IT leadership and business stakeholders
- Present service trends, performance results, improvement plans, and recommendations in a concise and business-focused manner
Required Qualifications:
- Bachelor's degree in Information Technology, a related technical or business discipline, or equivalent professional experience
- Five or more years of experience in a Service Desk Manager or equivalent IT support leadership role
- Demonstrated experience leading, coaching, and developing technical support teams in an enterprise environment
- Strong working knowledge of ITIL service management practices
- Strong written and verbal communication skills with the ability to work effectively with both technical and non-technical audiences
- Customer-focused, performance-driven approach with strong problem-solving, reporting, and stakeholder management skills
Preferred Qualifications:
No certifications are required for this role. Relevant industry certifications are considered a plus, including:
- ITIL 4 Foundation or higher
- HDI Support Center Manager or HDI Support Center Team Lead
- CompTIA A+, Network+, or Security+
- Microsoft 365, Modern Desktop, Endpoint Administrator, Azure, or Identity and Access certifications
- PMP, CAPM, Agile, or Scrum credentials
Key Skills & Competencies:
- Service Desk Operations & Team Leadership
- ITIL Service Management
- Incident, Problem & Change Management
- ServiceNow, Freshservice, Jira Service Management, or other ITSM Platform Administration
- Knowledge Management & End-User Self-Service
- Microsoft 365 Administration & Support
- Microsoft Entra ID, Microsoft Intune, Windows & Active Directory
- Microsoft Power Automate & Power Apps
- IT Asset Management (ITAM) & Mobile Device Management (MDM)
- Service Level, KPI, CSAT & Operational Reporting
- Vendor Management, Escalation Management & Stakeholder Communication
Evapco’s Summary of Pay & Benefits:
- The salary range consists of base pay and most recent profit sharing bonus amounts
- Medical, Vision, & Dental Insurance
- Employee Stock Ownership Program – we are an employee-owned company
- Profit Sharing Bonus – which is paid twice per year
- (k)larity Plan - Voluntary Employee Retirement Savings Plan
- Paid Holidays
- Paid Vacation
- Paid Maternity and Paternity Leave
- Bereavement Pay
- Company Paid Basic Life Insurance equivalent to base salary, with option for Supplemental Life election
- Paid Sick Leave
- Long Term Disability
