IT Service Desk Manager at Saronic

The Service Desk Manager will oversee the day-to-day operations of the Service Desk, ensuring efficient handling of incidents, requests, and escalations. This role involves managing and mentoring a distributed and international support team, providing leadership, training, and career development. Key responsibilities include building and scaling the Service Desk organization, defining, monitoring, and reporting on Service Desk metrics, KPIs, and SLAs aligned with ITIL/ITSM best practices. The manager will ensure documentation, auditing, and continuous improvement of SOPs, processes, and workflows, and present operational performance reviews to leadership. Oversight of A/V systems and conference room technologies, operational support for collaboration and cloud computing platforms in compliance with defense industry standards, and planning/managing organization-wide technology enhancements and upgrades are also included. The role requires leading efforts in automation workflows and API integrations, collaborating cross-functionally with security, engineering, and operations teams, and serving as an escalation point for high-priority technical issues. Coordinating and managing stakeholder expectations and providing forward-thinking solutions to enhance Service Desk operations are integral to this position.