Information Technology Service Desk Manager

Location: Remote - United States Only
Experience: 7–10 Years (with at least 3 years leading IT support teams)
Salary Range (US): $95,000 – $115,000 per year (DOE)
About the Role
Unduit Talent Services is hiring for a U.S. based enterprise client seeking an experienced IT Service Desk Manager. The role leads Level 1 to Level 3 support teams, owns SLA performance, strengthens knowledge management, and drives the modernization of IT support for a distributed workforce.
Key responsibilities
• Oversee daily IT helpdesk operations, ticket queues, escalations, and team performance across L1–L3.
• Implement and optimize ITIL-based incident, request, and problem management processes.
• Drive automation and self-service improvements, including portals, knowledge bases, and chatbots.
• Maintain service documentation and SOPs to ensure standardized and efficient support.
• Monitor SLAs, KPIs, CSAT, and service metrics; deliver performance reports and improvement plans.
• Manage onboarding/offboarding, device provisioning, and access workflows.
• Collaborate with security, networking, and infrastructure teams to maintain compliant, secure operations.
• Lead and mentor service desk engineers; oversee hiring, training, and performance development.
• Plan staffing, scheduling, and on-call coverage to support U.S. business hours.
• Conduct RCA and post-incident reviews to prevent recurrence and improve stability.
• Own service dashboards and reporting for leadership, highlighting risks and trends.
• Champion continual service improvement and efficiency initiatives.
• Oversee asset and license accuracy in ITSM/CMDB tools.
• Ensure adherence to security, compliance, audit, and regulatory requirements.
Requirements
• U.S. residency is mandatory - only U.S.-based applicants will be considered.
• Bachelor’s degree in IT, MIS, or related field.
• Strong ITIL background; ITIL Foundation or Intermediate preferred.
• Demonstrated experience managing helpdesk tools (ServiceNow, Jira, Zendesk, etc.).
• Excellent leadership, communication, and resource planning skills.
Why Apply Through Us?
You will join a reputable enterprise environment through Unduit Talent Services, gaining exposure to modern tools, scalable systems, and mature, process-driven IT operations.

Work arrangement
Yes