IT Service Desk Manager at Saronic · LumiJobs

Responsibilities

Saronic is a rapidly growing defense technology company seeking a Service Desk Manager to oversee enterprise IT support operations across a geographically distributed workforce, including international personnel. The Service Desk Manager will be responsible for the day-to-day management of service desk operations to ensure employees and business teams receive timely, high-quality support. In addition to maintaining daily operations, this role will be responsible for developing and scaling the team, processes, and technologies, and continuously enhancing service levels. The Service Desk Manager will also serve as the primary liaison between the service desk and the rest of the business, ensuring IT support aligns with organizational priorities and mission requirements.
Manage day-to-day operations of the Service Desk, ensuring incidents, requests, and escalations are addressed efficiently.
Manage and mentor a distributed and international support team, providing leadership, training, and career development.
Help to build and scale the Service Desk organization, including staffing, processes, and technologies, to meet the demands of a fast-growing company.
Define, monitor, and report on Service Desk metrics, KPIs, and SLAs, ensuring alignment with ITIL/ITSM best practices.
Ensure that all SOPs, processes, and workflows are documented, audited, and continuously improved.
Conduct and present operational performance reviews with leadership, articulating the Service Desk’s contributions to business success.
Oversee support for A/V systems and conference room technologies, ensuring reliable performance for secure domestic and international operations.
Provide operational support for collaboration and cloud computing platforms in compliance with defense industry standards.
Plan and manage organization-wide technology enhancements and upgrades.
Lead efforts to design, implement, and maintain automation workflows and API integrations to improve efficiency and reduce manual work.
Collaborate cross-functionally with security, engineering, and operations teams to ensure IT support enables organizational and mission success.

IT Service Desk Manager

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Saronic

More roles at Saronic