Information Technology Service Desk Manager jobs in United States
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firstPRO, Inc · 2 weeks ago

Information Technology Service Desk Manager

positionPennington, NJ
timeFull-time
remoteOnsite
senioritySenior Level
date5+ years exp

firstPRO, Inc is seeking a hands-on leader to manage their end-user support function. The role involves guiding a team of analysts, overseeing daily operations, and ensuring support outcomes align with business needs.

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Growth Opportunities
Hiring Manager
Emily Diamond
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Responsibilities

Lead, mentor, and upskill service desk analysts; set expectations and coach for consistent, high-quality customer care
Orchestrate daily operations across incidents, requests, changes, and knowledge—using an ITSM platform (e.g., ServiceNow or similar)
Act as the final escalation point for complex/priority issues; coordinate cross-team swarms to drive timely resolution
Define, track, and report KPIs/SLAs (first response, time to resolve, CSAT, backlog health); use trends to prevent repeat problems
Standardize and improve workflows, routing rules, and categorization to reduce handle time and boost first-contact resolution
Partner with infrastructure, security, and application teams to deliver seamless support for endpoints, accounts, and core services
Maintain clear runbooks/knowledge articles; ensure policy compliance for incident, change, access, and audit requirements
Plan ahead—capacity, shift coverage, on-call rotations, and communications for maintenance or major events

Qualification

ITSM practicesServiceNowEscalation managementEnd-user supportMetrics-driven mindsetClear communicatorTroubleshootingEnd-user trainingSecurity tools

Required

Bachelor's degree in IT/CS or equivalent experience
5+ years in end-user support with 3+ years leading a help/service desk team
Practical command of ITSM practices and tooling (ServiceNow or comparable), including incident, request, change, and knowledge management
Proven escalation management and troubleshooting chops across Windows/Mac endpoints, O365, identity/access, and common business apps
Metrics-driven mindset with the ability to build dashboards, interpret data, and action continuous improvements
Clear, calm communicator who can influence across technical and non-technical stakeholders

Preferred

Experience with patch/upgrade cycles
End-user training programs
Familiarity with security/identity tools (e.g., SailPoint or similar)

Company

firstPRO, Inc

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firstPRO provides talent delivery strategies that attack critical gaps surrounding today's modern workforce.
dateFounded in 1986
location
Philadelphia, Pennsylvania, USA
people-size51-200 employees
web-link
https://www.firstproinc.com/

Funding

Current Stage
Growth Stage

Leadership Team

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April Nagel
CEO firstPRO, Inc.
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Phil Nagel
CEO
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Company data provided by crunchbase