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.