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Affiliated Distributors (AD) · 1 month ago

IT Service Desk Manager

Wayne,PA,US

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Affiliated Distributors (AD) is seeking an IT Service Desk Manager to lead and manage the day-to-day operations of the IT Service Desk. The role involves overseeing the Service Desk team, ensuring timely technical support, and driving continuous improvement initiatives to enhance customer satisfaction.

Wholesale

Comp. & Benefits

Responsibilities

Supervise, coach, and develop Service Desk staff to ensure high performance, professional growth, and effective service delivery

Manage day-to-day Service Desk operations, ensuring adherence to SLAs and KPIs

Establish, maintain, and enforce incident management, request fulfillment, and escalation procedures

Monitoring queues and conducting quality control to improve procedures

Evaluate documented resolutions and analyze trends to prevent future problems

Point of contact for escalated tickets

Ensure timely and effective resolution of incidents, minimizing business disruption

Develop and implement best practices, standard operating procedures, and knowledge base articles to improve efficiency and consistency

Oversee the use and optimization of IT service management (ITSM) tools and ticketing systems

Research, evaluate, and deploy new desktop technology solutions, ensuring consistency with overall technology standards, strategy, and operational requirements

Communicate effectively with staff and end users to set expectations, provide updates, and ensure transparency

Partner with other IT leaders and business stakeholders to align support services with organizational goals

Able to work outside regular business hours approximately 2-3 times per month

Other duties as assigned

Qualification

IT Service Management (ITSM)Office 365Windows OS administrationActive DirectoryAnalytical skillsMobile device supportCustomer service skillsTeam communicationVendor managementProblem-solving skills

Required

Demonstrated hands-on expertise with desktop productivity and collaboration tools, including Office 365 (Outlook, Word, Excel, SharePoint, OneDrive) and Zoom

Strong understanding of IT Service Management (ITSM) principles and frameworks (e.g., ITIL)

Familiarity with incident, problem, change, and request management processes

Windows OS administration and troubleshooting

Knowledge of IT infrastructure, networks, operating systems, and end-user technologies

Analytical and problem-solving skills, with the ability to identify root causes and implement solutions

Mobile device support (iOS)

Active Directory and Azure AD

Experience supporting hybrid and remote users

Wireless Technology

Data security – backup and recovery

Proven ability to build, mentor, and inspire high-performing teams in a dynamic IT environment

Ability to think strategically while also managing day-to-day operations

Willingness and ability to play multiple roles and adapt quickly

Open and collaborative team communication

Strong customer service skills

Ability to adapt to changing technologies, business needs, and organizational priorities

Ability to maintain confidentiality and handle sensitive information with discretion

Ability to manage multiple priorities and meet deadlines

Strong verbal and written skills

Experience working with 3rd party vendors and service providers

Preferred

HappyFox Experience preferred

Bachelor's degree in Information Technology, Computer Science, or a related field is preferred; equivalent work experience will be considered

3–5 years of Service Desk/Help Desk experience in Information Technology; prior experience in a Leadership role is strongly preferred

Company

Affiliated Distributors (AD)

AD is a member-owned organization, passionate about bringing growth-oriented independent distributors and best-in-class supplier partners together with the purpose to outperform the market and to stay ahead of the competition.

Founded in 1981

Wayne, Pennsylvania, USA

51-200 employees