Service Desk Manager

TL;DR

Service Desk Manager (ServiceNow): Lead end-to-end service desk operations and continuous improvement with an accent on ITIL-aligned process governance, performance management, and automation. Focus on optimizing ticket flow, building self-service portals, and driving KPIs like FCR, CSAT, and SLA compliance.

Fully Remote

$120,000 - $135,000 per year

Company

hirify.global, an Argano Company, is an industry-leading provider of ERP application management and consulting services, focusing on cloud migrations and digital transformation.

What you will do

• Oversee daily service desk operations, ticket prioritization, triage, assignment, escalation, and resolution across shifts.
• Govern ITIL/ITSM processes including incident management, service requests, knowledge management, and SLAs.
• Manage customer experience, escalations, communications, and stakeholder alignment.
• Track and report KPIs, lead performance improvements, and implement corrective actions.
• Hire, coach, and develop service desk staff, conduct reviews, and build training plans.
• Build knowledge bases, self-service portals, and drive automation like workflows and chatbots.
• Coordinate with resolver groups, maintain SOPs, runbooks, and quality controls.

Requirements

• 5–8+ years in IT support/service management, including 2+ years leading a service desk team.
• Working knowledge of ITIL practices (Incident, Request, Problem, Knowledge).
• Bachelor’s degree in IT/Computer Science or equivalent experience.
• ITIL 4 Foundation certification (preferred).
• Experience with ServiceNow administration: queues, workflows, SLAs, reporting.
• Skills in automation, reporting/analytics (Excel, Power BI), and technical fundamentals (end-user computing, networking).

Culture & Benefits

• Comprehensive benefits: Medical, Dental, Vision, Life/Disability insurance, FSA, HSA, 401(k), PTO, Paid Holidays.
• Supplemental benefits: Accident, Critical Illness, Identity Theft, Legal support.
• Fast-paced, rapidly expanding environment with shifting priorities.
• Inclusive culture focused on accountability, learning, and continuous improvement.
• Equal Employment Opportunity employer committed to diversity and fair pay practices.