IT Service Desk Manager - US
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AI Summary
Lead enterprise IT Service Desk operations and a team of technicians to ensure high-quality support and SLA compliance. Drive the implementation of ServiceNow and the advancement of ITIL v4 practices across the organization.
About mSupply™
mSupply is a North American distributor of OEM repair parts and equipment serving the appliance, HVAC and plumbing industries. Headquartered in St. Louis, the company combines industry expertise with a broad product selection and a national distribution network.
With 2,000 employees across the United States and Canada, mSupply delivers speed and reliability at scale, with a vast product inventory and same-day shipping. Its family of brands is focused on making sure customers always get the Right Products. Right Now.™
For more information, visit mSupply.com.
Job Summary
The IT Service Desk Manager leads mSupply’s enterprise IT Service Desk operations, overseeing a team of 7–10 technicians and ensuring responsive, high-quality support for employees across a fast-paced, multi-site organization. Reporting to the Director of IT Operations & Infrastructure, this role is responsible for driving operational excellence, service delivery performance, and continuous improvement across the IT support function. The Manager will lead key initiatives including the organization’s ServiceNow migration and the advancement of ITIL v4 practices across Incident, Request, and Problem Management. This role partners closely with infrastructure, cybersecurity, applications, and business leaders to deliver a best-in-class end-user experience and scalable support operations that enable business success.
Job Duties & Responsibilities
- Lead daily IT Service Desk operations, ensuring high-quality support delivery, effective queue management, SLA performance, and a consistent end-user experience across the organization.
- Provide leadership and oversight for complex or business-critical incident escalations, ensuring timely resolution and effective stakeholder communication.
- Lead the implementation and optimization of ServiceNow for the IT support organization, including workflow design, service catalog enhancements, and user adoption initiatives.
- Drive the maturity and continuous improvement of ITIL v4 practices across Incident, Request, and Problem Management processes.
- Oversee the administration and optimization of Kaseya VSA (RMM) to support endpoint management, patch compliance, remote support capabilities, and enterprise device visibility.
- Establish, monitor, and analyze key service delivery metrics including CSAT, First Contact Resolution (FCR), Mean Time to Resolution (MTTR), and SLA compliance to identify trends and improve operational performance.
- Develop and maintain support documentation, knowledge base content, and operational procedures to improve service consistency and team efficiency.
- Partner cross-functionally with infrastructure, cloud, cybersecurity, and application teams to coordinate support strategies, escalation processes, and operational priorities.
- Collaborate with IT leadership to define service standards, support policies, governance practices, and roadmap initiatives aligned with organizational objectives.
- Foster a customer-focused, continuous improvement culture through coaching, process optimization, and operational best practices.
Qualifications
- 5+ years of progressive experience in IT support, service desk, or end-user support environments, including 2+ years of leadership experience managing technical support teams.
- Demonstrated success leading and developing distributed support teams within a multi-site or enterprise environment.
- Experience managing IT service delivery operations, including incident management, request fulfillment, escalation management, and SLA performance.
- Strong knowledge of ITSM platforms, with ServiceNow experience strongly preferred.
- Understanding of ITIL best practices and service management frameworks; ITIL v4 Foundation certification preferred or willingness to obtain.
- Experience with remote monitoring and management (RMM) tools; familiarity with Kaseya VSA is a plus.
- Strong analytical and problem-solving skills with experience leveraging service desk metrics and reporting to drive operational improvements.
- Excellent communication, collaboration, and stakeholder management skills with the ability to effectively engage both technical and non-technical audiences.
- Proven ability to manage competing priorities and lead process improvement initiatives in a fast-paced, high-volume support environment.
- Bachelor’s degree in Information Technology, Business Administration, or a related field, or equivalent combination of education and professional experience.
Physical Demands & Work Environment
This position may require over 40 hours per week and includes regular physical activity such as:
- Extended periods at a desk working on a computer.
- Occasional lifting of equipment up to 25 lbs.
- Work is primarily office or remote; occasional visits to company locations as needed.
What We Offer:
We prioritize your well-being from day one with a comprehensive benefits package that includes:
We prioritize your well-being from day one with a comprehensive benefits package that includes:
- Medical, dental, vision, and prescription coverage effective immediately
- 401(k) plan with company contributions
- Life insurance and short- and long-term disability coverage
- HSA/FSA options and an Employee Assistance Program (EAP)
- Paid time off, including vacation, holidays, and personal days
- Weekly pay, employee discounts, and more
Equal Employment Opportunity & Pre-Employment Requirements
mSupply is an Equal Opportunity Employer. We make employment decisions without regard to sex, age, race, color, creed, religion, national origin, citizenship or immigration status, sexual orientation, gender identity or expression, disability, genetic information, marital status, veteran or military status, or any other status protected by applicable federal, state, or local law.
We are committed to providing reasonable accommodations for qualified individuals with disabilities and to applicants with sincerely held religious beliefs, in accordance with applicable law. To request a reasonable accommodation, please contact careers@msupply.com. #mSupply
Final offers of employment may be contingent upon completion of job-related pre-employment checks and screenings permitted by law for the position. For roles that require operation of a company vehicle, a Motor Vehicle Record (MVR) check may also be conducted to determine insurability. This employer participates in E-Verify to confirm employment eligibility in the United States.
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