Service Desk Manager - IT

About the Role
The Service Desk Manager will lead the global IT Service Desk function, overseeing a team of technicians and administrators who support end-users across the organization. This role is critical in driving a high-performance culture, ensuring service excellence, and maintaining operational efficiency. The ideal candidate will demonstrate strong technical aptitude, exceptional team leadership capabilities, and expert-level stakeholder management, especially in engaging and setting expectations with senior executives. As the escalation point for complex technical issues and service delivery concerns, the Service Desk Manager will ensure consistent adherence to service level objectives (SLOs), provide guidance on process improvements, and help foster a seamless, responsive IT support experience. The individual will also be a key collaborator with other IT leaders, influencing service strategy and execution globally.
Location - Hybrid in Austin, TX
What You'll be Doing
Strategic Leadership & Team Management

• Manage and mentor a regional and/or global team of service desk professionals, ensuring high levels of performance, productivity, and engagement.
• Develop and execute team training programs to continuously improve technical and customer service skills.
• Monitor and enforce adherence to defined processes, service standards, and Service Level Objectives (SLOs).
• Lead performance management activities, including evaluations, career development plans, and succession planning.

Stakeholder Management

• Serve as the primary IT liaison for executive stakeholders, ensuring clear, proactive communication and alignment of IT support expectations.
• Manage expectations with high-level stakeholders, including C-suite executives, ensuring transparency and trust.
• Build and maintain strong relationships with business unit leaders to understand their support needs and proactively address issues.

Operational Oversight

• Oversee daily Service Desk operations, ensuring timely and efficient resolution of incidents, service requests, and escalations.
• Maintain and enhance incident, problem, and request management processes in line with ITIL best practices.
• Coordinate with other IT teams to drive the resolution of complex technical issues and cross-functional initiatives.

Reporting & Continuous Improvement

• Track, analyze, and report on key performance indicators (KPIs) such as ticket resolution times, backlog trends, customer satisfaction, and agent performance.
• Identify trends and areas for improvement, developing data-driven strategies to enhance support services and user experience.
• Lead or support projects to introduce new tools, workflows, or automation aimed at increasing Service Desk efficiency and effectiveness.
• Other duties as needed

About You

• Minimum 5+ years of experience in IT support, with at least 2 years in a people management or leadership role.
• Proven ability to manage service expectations and communications with senior executives and high-impact stakeholders.
• Strong working knowledge of ITIL Service Management practices, including incident, problem, and change management.
• Deep understanding of Windows and MacOS environments, SaaS platforms (e.g., O365, Google Workspace, Atlassian), and IT asset management.
• Hands-on experience with ITSM platforms (e.g., ServiceNow, Zendesk, Jira Service Management) and reporting tools.
• Ability to interpret and act on performance metrics, driving operational improvement and service quality.
• Authentic customer service mindset, you care about the experience you and your team create.
• You align with our values Curiosity, Integrity, Kindness, Humility, Builders and are committed to creating an environment where these values flourish in our teams.
• Excellent interpersonal, communication, and presentation skills, with the ability to translate technical language into business terms.
• High emotional intelligence, with a focus on collaboration, empathy, and service excellence.

Preferred Qualifications

• ITIL Foundation certification or higher.
• Experience supporting a globally distributed workforce in a follow-the-sun support model.
• Familiarity with remote support tools and methodologies.

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About Us
NinjaOne automates the hardest parts of IT to deliver visibility, security, and control over all endpoints for more than 20,000 customers. The NinjaOne automated endpoint management platform is proven to increase productivity, reduce security risk, and lower costs for IT teams and managed service providers. NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support. NinjaOne is #1 on G2 in endpoint management, patch management, remote monitoring and management, and mobile device management.
What You'll Love
We are a collaborative, kind, and curious community.
We honor your flexibility needs with full-time work that is hybrid remote.
We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.
We help you prepare for your financial future with our 401(k) plan.
We prioritize your work-life balance with our unlimited PTO.
We reward your work with opportunity for growth and advancement.
Additional Information
This position is NOT eligible for Visa sponsorship.
*Due to operational policies, NinjaOne is unable to hire for this role within the city limits of Chicago. We will consider all qualified candidates who reside outside of the city proper or are willing to self-relocate.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.
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