Manager, IT Service Desk and End User Services Overview • The Manager, IT Service Desk and End User Services oversees IT support operations, ensuring excellent service delivery and user satisfaction. • Lead a team of analysts to provide comprehensive IT support for corporate offices and field teams nationwide. • Drive continuous improvement in service desk processes, enhancing efficiency and resolving technical issues effectively. • Manage ServiceNow administration, including ticket hygiene, reporting, and workflow optimization. • Collaborate with IT Operations and Asset Management for onboarding, offboarding, and hardware lifecycle management. • Ensure compliance with security policies and data integrity standards in all IT operations. • Support technology needs for active construction jobsites, coordinating timely resolutions with project teams. • Provide hands-on troubleshooting for IT equipment, including laptops, mobile devices, printers, and conferencing systems. • Foster team development and innovation, adapting to the evolving needs of the organization. Manager, IT Service Desk and End User Services Key Responsibilities & Duties • Manage day-to-day service desk operations, ensuring SLA adherence and efficient ticket queue management. • Directly oversee a team of analysts, providing mentorship and performance evaluations. • Implement enhanced support models for construction jobsites, ensuring reliable technology services. • Administer ServiceNow workflows, maintaining accurate documentation and reporting metrics. • Coordinate hardware returns, replacements, and repairs, partnering with IT Asset Management. • Troubleshoot IT equipment issues, ensuring prompt resolution and minimal downtime. • Collaborate with enterprise applications and infrastructure teams for escalation handling. • Participate in post-maintenance testing to ensure system reliability. • Document and optimize service desk processes to enhance operational efficiency. Manager, IT Service Desk and End User Services Job Requirements • Bachelor's degree in Information Technology, Computer Science, or related field required. • Minimum 5 years of IT support experience, with 3 years in a supervisory role. • Proficiency in troubleshooting Windows endpoints, mobile devices, and AV equipment. • Experience managing distributed support environments, including corporate offices and remote users. • Familiarity with ServiceNow for ticket management, reporting, and workflow configuration. • Knowledge of Google Workspace, identity management tools, and endpoint management systems. • Preferred certifications include ITIL, CompTIA, or Google Workspace Administrator. • Experience supporting field or industrial workforces is advantageous. • Strong communication skills to translate technical issues for non-technical stakeholders.