Service Desk Manager POST NUMBER: 457415
Vaco is seeking a hands-on Service Desk Manager to lead and support our clients IT Helpdesk team.
Enjoy a flexible schedule with one remote day each week!
The Service Desk Manager will manage a small team helpdesk professionals while also working directly on day-to-day technical issues.
The ideal candidate will bring a balance of leadership, technical expertise, and customer service focus to ensure the team delivers high-quality support.
Key Responsibilities:
- Lead, mentor, and supervise a helpdesk team
- Provide hands-on technical support for escalated issues, including Office 365, Active Directory, VPN, and other core systems.
- Establish, monitor, and enforce service level agreements (SLAs) to ensure timely and effective issue resolution.
- Define and track helpdesk metrics and performance reports, using data to improve efficiency and service delivery.
- Oversee ticket management processes, ensuring prioritization and escalation are handled appropriately.
- Collaborate with other IT staff and business units to resolve complex technical issues and improve system reliability.
- Develop and maintain documentation, processes, and best practices for helpdesk operations.
- Identify opportunities for process improvements and implement solutions to enhance end-user satisfaction.
Qualifications:
- 5 years of IT helpdesk or technical support experience, with at least 2-3 years in a supervisory or lead role.
- Strong technical knowledge of Office 365 administration, Active Directory, and VPN connectivity.
- ServiceNow experience is strongly preferred
- Proven experience setting and managing SLAs and helpdesk metrics.
- Excellent troubleshooting, problem-solving, and communication skills.
- Ability to work hands-on in a fast-paced environment while guiding and developing team members.
- Customer-focused mindset with a commitment to delivering high-quality IT support.
Preferred Qualifications:
- Experience working in a small-to-mid-size organization.
- Familiarity with ITIL best practices.
- Background in additional infrastructure or application support areas.
Desired Skills and Experience
Helpdesk, Service Desk, Help Desk, Management, leadership, ITIL, SLA's, Office 365 administration, Active Directory, VPN, ticketing, tickets, ticketing system, customer service, mentorship, technical support, ServiceNow
Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.