Object Oriented Search · 6 hours ago
IT Service Desk Manager
Rochester, NY
Full-time
Onsite
Mid, Senior Level
$95K/yr - $115K/yrObject Oriented Search is focused on enhancing the worldwide end-user support function. The IT Service Desk Manager will guide internal desktop support teams, coordinate external support partners, and ensure high-quality IT service across the global enterprise.
Staffing & Recruiting
No H1B
U.S. Citizen OnlyHiring Manager
Ryan Sullivan
Responsibilities
Standardize service desk processes, workflows, and support levels to ensure consistency across the organization
Align all support activities with ITIL best practices to strengthen operational maturity
Enhance the overall end‑user experience through improved service quality and responsiveness
Collaborate with IT leadership to roll out an outsourced Tier 1 support model
Define and implement SLAs and KPIs that measure service effectiveness and accountability
Build and manage a performance framework that supports both internal teams and external service partners
Qualification
Required
Bachelor's degree in IT, Computer Science, Business, or a similar discipline, or comparable real‑world experience
Demonstrated success leading an IT Service Desk or end‑user support team across multiple sites or global operations
Background working with or overseeing outsourced and third‑party support partners
Solid technical expertise with end‑user hardware, operating systems, and standard enterprise software
Familiarity with implementing and using ITIL‑based service desk practices
Strong people‑leadership abilities, including coaching and performance management
Clear, effective communication skills and the ability to manage diverse stakeholders
U.S. citizenship required due to involvement with export‑controlled systems and data governed by ITAR, EAR, and FCI/CUI regulations
Benefits
Health insurance
401K with match
Company
Object Oriented Search
With over 30 years of combined experience in the big agency world, we bring deep industry knowledge, proven strategies, and a passion for performance to everything we do.
Founded in 2026
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase