Job Title: Service Desk Manager
Location: US Remote
Position Summary
The Service Desk Manager is responsible for the leadership, coordination, and delivery of end‑user computing across multiple customer environments. This role manages a blended support model that includes employees, contractors, and third‑party vendors, ensuring consistent, high‑quality service delivery for BRIDGE clients.
The Service Desk Manager thrives in a fast‑paced, hands‑on environment and brings a strong customer‑service mindset, operational discipline, and people leadership skills. This role serves as a key escalation point for deskside, service desk, and client‑facing teams and plays a critical role in maintaining service quality, customer satisfaction, and operational efficiency.
Essential Duties/Responsibilities
Service Delivery & Operations
Owns day to day service desk operations across multiple customer environments.
Processes, prioritizes, and escalates work requests in alignment with service level objectives (SLOs).
Acts as an escalation point for complex or high impact client issues originating from the Deskside Services Manager, Client Service Managers, or customer leadership.
Reviews operational reports, service dashboards, and metrics to ensure service quality and contractual commitments are met.
Ensures appropriate coverage through scheduling and resource planning for service desk staff and contractors.
Partners with Deskside Services Manager, Director of EUC, and Director of IT Operations to support consistent standards and high-quality service delivery across teams.
Team Leadership & People Management
Leads and manages a distributed service desk team, including employees and contractors.
Conducts regular one‑on‑one meetings with direct reports to provide coaching, feedback, and performance support.
Supports onboarding, training, and ongoing development of service desk personnel.
Promotes a culture of accountability, professionalism, and customer‑focused service delivery.
Vendor & Third‑Party Management
Manages relationships with third‑party vendors and contractors.
Monitors vendor performance, service quality, and adherence to defined expectations.
Coordinates vendor engagement during incidents, projects, and escalations.
End‑User & Technical Support Oversight
Oversees service desk support for desktops, laptops, mobile devices, printers, and peripherals (Windows, macOS, and mobile platforms).
Ensures high‑quality support for:
Windows workstations and operating systems
Microsoft 365 and Office applications
Google Workspace
VoIP and telephony systems
Basic network connectivity and troubleshooting
Smartphones and tablets (Apple and Android)
Provides support as needed during high‑priority incidents or staffing gaps.
Travel & Field Support
Supports on‑site service delivery as needed.
Up to 25% travel (local, regional, and national) may be required based on customer needs.
Other Duties and Responsibilities
Participates as an effective team member through communication, collaboration, and problem solving.
Assists in other areas of IT operations as directed.
Maintains complete and accurate records of work performed and services delivered.
This position may involve extended sitting, walking, standing, stooping, kneeling or crouching and lifting up-to 50 pounds.