About this role
IT Service Desk Manager leads a team of support specialists to ensure accessible coverage, timely resolution of user issues, and high customer service standards. The role focuses on coaching staff, improving service quality via metrics, documenting procedures, and providing hands-on troubleshooting and escalation support.
Key Responsibilities
- Manage daily help desk operations and coverage
- Coach and monitor ticket volume, effectiveness, and performance metrics
- Create and maintain support documentation and procedures
- Lead troubleshooting and resolution for hardware, software, applications, network, and user access issues
- Ensure Active Directory and security best practices (AD, DNS, DHCP, GPO) are applied across team processes
Technical Overview
The manager will oversee help desk operations and maintain strong technical capability across Windows and Microsoft Office. They must have extensive Active Directory administration experience (AD, DNS, DHCP, GPO), and be able to troubleshoot hardware, software, applications, networks, and user access while ensuring security best practices.
Ideal Candidate
The ideal candidate is an experienced Service Desk Manager or Team Lead with 3+ years managing an enterprise helpdesk environment. They should be hands-on with Windows and Microsoft Office support, have strong Active Directory administration experience (AD, DNS, DHCP, GPO), and apply security best practices while coaching a support team to improve ticket performance and customer satisfaction.
Must-Have Skills
3+ years of experience working as a Service Desk Manager or Team Lead in an enterprise helpdesk environment3+ years supporting client devices (PC’s/MACsthin clientstabletssmart phones (Android/Apple IOS))3+ years performing Active Directory administration (ADDNSDHCPGPO)Strong knowledge of MS Windows and MS Office suitesHands-on software and hardware troubleshooting experienceProperly escalate complex problems and/or unresolved requestsEnsure security best practices are applied to all facets of the team processes
Nice-to-Have Skills
Experience working with PowerShellExperience supporting Mac OSMicrosoftComptiaor Cisco certificationBachelor's degree with a technical major such as engineering or computer science preferred
Tools & Platforms
Microsoft WindowsMicrosoft Office suitesActive Directory (AD)DNSDHCPGPOPowerShellAntivirus technologiesAntispam technologies
Required Skills
Service Desk Managerenterprise helpdesk environmentticket volumeperformance metricscoachingsupport documentationtroubleshooting hardwaretroubleshooting softwarenetwork troubleshootinguser access managementequipment lifecycle managementsecurity best practicesActive Directory administration (ADDNSDHCPGPO)MS WindowsMS Office suitesAntivirusAntispamPowerShellMac OSescalation
Hard Skills
service desk managementhelp desk daily operations managementticket volume managementperformance metricstraining support specialistssupport documentation and procedurestroubleshootinghardware troubleshootingsoftware troubleshootingapplication troubleshootingnetwork troubleshootinguser access managementequipment lifecycle managementsecurity best practicesconfigure and install hardwareconfigure and install softwareconfigure and install applicationsescalation managementlifecycle phases of user accessActive Directory administrationActive Directory (AD)DNSDHCPGPOMicrosoft WindowsMicrosoft Office suitesAntivirus technologiesAntispam technologiesPowerShellMac OS support
Soft Skills
lead a teamcoachingmonitoring performance metricsidentify areas for improvementimplement strategies to enhance service quality and user satisfactionset goals and lead staff to achieve desired resultsownership in troubleshooting and resolving technical issuescollaborate with other managers and departmentsexcellent verbal and written communication skillsmaintain productive working relationships with peerscustomer service focus
Certifications
Preferred
Microsoft certificationComptia certificationCisco certification
Keywords for Your Resume
IT Service Desk ManagerService Desk ManagerTeam Leadhelp deskenterprise helpdesk environmentActive DirectoryADDNSDHCPGPOMS WindowsMicrosoft WindowsMS OfficeMicrosoft Officetroubleshoothardware troubleshootingsoftware troubleshootingapplicationsnetworkuser accessequipment lifecycleescalatesecurity best practicesAntivirusAntispamPowerShellMac OSconfigure and install hardwareconfigure and install softwareconfigure and install applicationsActive Directory (AD)
Deal Breakers
3+ years of experience working as a Service Desk Manager or Team Lead in an enterprise helpdesk environment, 3+ years performing Active Directory administration (AD, DNS, DHCP, GPO), Strong knowledge of MS Windows and MS Office suites, On-site role located at corporate headquarters in Tampa Bay area
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