IT Service Desk Manager
Company: Evapco
Role summary
IT Service Desk Manager is a role at Evapco in Taneytown, Maryland, United States (on-site). Posted 2026-08-05. Experience level: 5-10.
- Job title
- IT Service Desk Manager
- Company
- Evapco
- Location
- Taneytown, Maryland, United States
- Work arrangement
- on-site
- Category
- Trades & Construction
- Experience level
- 5-10
- Date posted
- 2026-08-05
Job description
IT Service Desk Manager
Job Overview:
The IT Service Desk Manager is a member of the Global Information Technology team responsible for leading day-to-day service desk operations and developing a team of IT service desk technicians and support analysts. This role ensures high-quality, efficient support across a large, global enterprise by improving incident resolution, user satisfaction, service performance, and process maturity.
Reporting to the Global IT & Cyber Security Manager, this position owns service levels and performance metrics, Jira Service Management administration, knowledge and self-service capabilities, ITIL-aligned incident, problem, and change practices, asset and endpoint management processes, vendor performance, escalations, and operational reporting. This is a full-time, on-site position at Evapco's corporate headquarters in Taneytown, Maryland. Very infrequent travel may be required.
Key Responsibilities:
Service Desk Leadership & Team Development
Lead, schedule, coach, and mentor a team of service desk technicians and support analysts, fostering a customer-first, continuous-improvement culture
Own performance management activities, including goal-setting, regular one-on-one meetings, professional development planning, and constructive feedback
Manage staffing coverage and shift scheduling to provide consistent support availability across global time zones as needed
Service Delivery & Performance Management
Define, monitor, and continuously improve key performance indicators and service level agreements, including first-call resolution, ticket aging, and customer satisfaction
Analyze service trends, recurring issues, and root causes to improve resolution times and the overall end-user experience
Use operational data and customer feedback to prioritize service improvements and align support delivery with business goals
ITSM Platform, Knowledge & Self-Service
Serve as the business owner and administrator for IT Service Management system, including queue configuration, workflows, automation, and reporting dashboards
Maintain and enhance the knowledge base and end-user self-service capabilities to reduce avoidable tickets and empower users
Drive strategic initiatives to modernize service desk tools, processes, and support capabilities
Incident, Problem & Change Management
Manage incident, problem, and change management lifecycles in alignment with ITIL best practices
Coordinate escalations, major incident response, stakeholder communications, and post-incident reviews
Identify corrective actions and process improvements that drive lasting resolution and greater service maturity
Asset, Endpoint & Device Management
Oversee IT asset management (ITAM) and mobile device management (MDM) processes, ensuring accurate inventory, lifecycle tracking, and compliance
Partner with security and infrastructure teams to ensure endpoints are provisioned, patched, and managed to corporate standards
Support consistent processes for device deployment, replacement, transfer, recovery, and retirement
Vendor, Escalation & Stakeholder Management
Manage relationships with third-party vendors and service providers and hold them accountable to contractual service levels
Serve as the primary escalation point for complex, high-impact, or business-critical support issues
Communicate service status, initiatives, risks, and outcomes effectively to technical and non-technical stakeholders
Reporting & Communication
Produce clear, actionable performance and operational reports for IT leadership and business stakeholders
Present service trends, performance results, improvement plans, and recommendations in a concise and business-focused manner
Required Qualifications:
Bachelor's degree in Information Technology, a related technical or business discipline, or equivalent professional experience
Five or more years of experience in a Service Desk Manager or equivalent IT support leadership role
Demonstrated experience leading, coaching, and developing technical support teams in an enterprise environment
Strong working knowledge of ITIL service management practices
Strong written and verbal communication skills with the ability to work effectively with both technical and non-technical audiences
Customer-focused, performance-driven approach with strong problem-solving, reporting, and stakeholder management skills
Preferred Qualifications:
No certifications are required for this role. Relevant industry certifications are considered a plus, including:
ITIL 4 Foundation or higher
HDI Support Center Manager or HDI Support Center Team Lead
CompTIA A+, Network+, or Security+
Microsoft 365, Modern Desktop, Endpoint Administrator, Azure, or Identity and Access certifications
PMP, CAPM, Agile, or Scrum credentials
Key Skills & Competencies:
Service Desk Operations & Team Leadership
ITIL Service Management
Incident, Problem & Change Management
ServiceNow, Freshservice, Jira Service Management, or other ITSM Platform Administration
Knowledge Management & End-User Self-Service
Microsoft 365 Administration & Support
Microsoft Entra ID, Microsoft Intune, Windows & Active Directory
Microsoft Power Automate & Power Apps
IT Asset Management (ITAM) & Mobile Device Management (MDM)
Service Level, KPI, CSAT & Operational Reporting
Vendor Management, Escalation Management & Stakeholder Communication
Evapco’s Summary of Pay & Benefits:
The salary range consists of base pa