Buchanan Technologies · 15 hours ago
Service Desk Manager
Sterling Heights, MI
Contract
Onsite
Mid, Senior Level
$85K/yr - $95K/yr
7+ years expBuchanan Technologies is seeking a Service Desk Manager who will lead a high-performing, multi-tier Service Desk while leveraging ITIL-aligned practices. The role involves operationalizing processes, designing workflows, and driving continuous improvement to enhance service delivery and customer satisfaction.
Information Technology
Responsibilities
Serve as the owner of IT Service Management for the Service Desk, ensuring alignment with ITIL-based best practices
Configure, optimize, and evolve ManageEngine workflows, queues, SLAs, escalations, and automations
Ensure consistent execution of Incident, Request, Problem, Knowledge, and Change-related processes at the Service Desk level
Drive standardization and scalability across dedicated and leveraged support models
Lead day-to-day Service Desk operations to ensure timely, accurate, and customer-focused support
Ensure effective ticket triage, prioritization, escalation, documentation, and customer communication
Partner with Engineering, Operations, and external stakeholders to ensure seamless handoffs and issue resolution
Act as the escalation point for complex or high-impact service issues
Own Service Desk metrics, dashboards, and reporting within ManageEngine
Use data to identify trends, risks, bottlenecks, and improvement opportunities
Drive SLA attainment, service quality, and customer satisfaction through measurable outcomes
Lead continuous improvement initiatives to enhance efficiency, quality, and user experience
Build, coach, and develop a high-performing Service Desk team across dedicated and leveraged support models
Establish clear expectations, accountability, and performance standards
Lead knowledge management initiatives to improve first-contact resolution and reduce repeat incidents
Foster a culture of ownership, learning, and service excellence
Qualification
Required
7+ years of progressive experience leading ServiceDesk teams in a multi-site or enterprise environment
Strong working knowledge of ITSM and ITIL-based practices
5+ years hands-on experience administering and configuring ITSM platform like ServiceNow or ServiceDesk Plus (ManageEngine)
Proven experience building and operationalizing Incident, Request, Change, Problem, and Knowledge workflows
Demonstrated success implementing and enforcing change policies, CAB procedures, and ITIL-aligned governance
Proven ability to lead teams, improve processes, and drive measurable service improvements
Experience leveraging metrics, dashboards, and reporting to guide decisions
Strong communication, analytical, and organizational skills
Service Desk/Help Desk: 10 years (Required)
Service Desk/Help Desk Leadership: 5 years (Required)
ITSM tool administration: 5 years (Required)
Ability to Relocate: Sterling Heights, MI 48314: Relocate before starting work (Required)
Preferred
ITIL v3/v4 Certification (Strongly Preferred)
Experience in a managed services or multi-client environment strongly preferred
ITSM certifications (Preferred)
Benefits
401(k)
401(k) matching
Dental insurance
Health insurance
Vision insurance
Company
Buchanan Technologies
Buchanan Technologies is a managed IT services provider.
501-1000 employees
H1B Sponsorship
Buchanan Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (2)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Lightview Capital
2019-08-20Private Equity
Recent News
2025-09-17
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2025-09-16
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2025-01-14
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