Senior IT Service Desk Manager

Job Title: Senior IT Service Desk Manager Location: Remote (Occasional travel to Charlottesville, VA or Stuart, FL) Employment Type: Long-Term Contract About the Role: Concept is that this person has to watch over the desk- Helping to provision users – login issues – Desktop issues - onboarding – reporting provided L1 support structure – talking to business users – understanding their problems etc – extremely customer facing. Less technical – more leadership – strategy direct POSITION PURPOSE: We are seeking a passionate and strategic Sr IT Service Desk Leader to transform the Operational support of our end users and internal teams. We are seeking a dynamic and experienced Senior IT Service Desk Manager to lead and elevate our IT Service Desk operations. This critical role will oversee a comprehensive range of responsibilities, including Level 1 (L1) and Level 2 (L2) incident resolution, Identity and Access Management (IAM), end-user support, desktop and software provisioning, license management, IT Service Management (ITSM) processes, telephony support, and critical incident management. As the primary IT and user-facing contact for the organisation, this leader will collaborate across teams, drive operational excellence, and ensure a proactive, shift-left approach to service delivery. The role also requires strong expertise in Jira, the Microsoft cloud ecosystem, and process and technical automation. Managing a mix of local resources and offshore contractors, the ideal candidate will bring technical expertise, exceptional communication skills, and a results-driven mindset. PRIMARY DUTIES AND RESPONSIBILITIES: Service Desk Leadership & Operations Oversee and manage the IT Service Desk team, including local and offshore resources, to provide exceptional L1 and L2 support. Monitor, analyse, and improve service desk performance metrics and SLAs to ensure prompt and effective resolution of incidents and service requests. Implement a proactive shift-left strategy to reduce recurring issues and improve first-call resolution rates. Identity and Access Management (IAM) Lead IAM processes to ensure secure and efficient provisioning, de-provisioning, and access management for all systems and applications. Collaborate with security teams to enforce policies and compliance standards. End-User Support & Desktop Services Oversee desktop and end-user support, including hardware, software, and peripheral devices. Manage software provisioning, desktop software procurement, and license compliance. Optimise procurement strategies to align with budgetary constraints while maintaining operational excellence. ITSM Processes & Governance Establish and enforce ITSM processes, including incident, problem, change, and request management. Drive governance initiatives to ensure alignment with organisational goals and compliance with standards. Ensure integration of ITSM tools with other platforms for better operational insights and efficiency. Ensure effective use of Jira dashboards, reports, and integrations to improve visibility and team performance. Develop, deliver and maintain quarterly business reviews, sharing strategic KPIS, and associated action plans Microsoft Cloud Ecosystem Expertise Manage and optimise services across Microsoft’s cloud ecosystem, including Office 365, Azure, and Intune. Drive adoption of Microsoft tools to streamline workflows and enhance collaboration. Automation Initiatives Lead efforts to identify and implement process and technical automation to improve efficiency and reduce manual effort. Collaborate with technical teams to integrate automation solutions within service desk operations. Emerging Trends and Best Practices Stay updated on industry trends and emerging technologies in IT service management and end-user computing. Recommend and implement best practices to enhance the service desk’s capabilities and relevance in a rapidly evolving landscape. MINIMUM REQUIREMENTS OR QUALIFICATIONS: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.) Bachelor’s degree in information technology, Computer Science, or related field 8+ years of experience in IT service desk management or related roles, with 3+ years in a senior leadership position Strong technical skills across service desk platforms, IAM, desktop support, telephony systems, and ITSM tools Proven experience with Jira software suite and Microsoft cloud ecosystem (Office 365, Azure, Intune). Expertise in ITSM frameworks, including ITIL (certifications preferred). Experience implementing process and technical automation within IT operations. Proven experience managing offshore contractors and distributed teams Exceptional communication, problem-solving, and leadership abilities Demonstrated ability to drive process improvements and instil a proactive, customer-first mindset.