Service Desk Manager

About the role

You will lead the Service Desk function and directly manage the IT Support team across multiple US and international offices for Alliance Defending Freedom. In this position, you will champion the transformation of the Service Desk from a purely reactive helpdesk into a strategic and innovative department. You will radiate Christ's character in every interaction while providing excellent customer service to ministry staff members. You will own the end-to-end management of Tier 1 and Tier 2 technical issues, ensuring strict adherence to service level agreements. Ultimately, you will drive process improvements and leverage technology to support the ministry mission of protecting religious freedom and life.

Key facts

What you'll do

Lead and manage a team of Technical Support Specialists, providing direction, mentorship, and performance management to ensure the Service Desk meets or exceeds established service level agreements.

Analyze Service Desk metrics and key performance indicators to identify trends, drive continuous improvement, and develop tools and processes that enhance team productivity and user satisfaction.

Serve as the primary owner of the ITSM framework, ensuring that best practices in incident, problem, and change management are followed across the organization.

Drive initiatives to improve first-call resolution and reduce recurring tickets through proactive problem identification and permanent fix implementation.

Provide a high level of local support for onsite personnel while delivering effective remote support to distributed staff using various remote control technologies.

Act as the central liaison between end-users, Team Leads, IT personnel, and external vendors to resolve complex technical issues efficiently.

Determine the root cause of technical problems and ensure that both temporary workarounds and permanent solutions are clearly documented and communicated to stakeholders.

Oversee the management and tracking of IT assets, including PCs, peripherals, and related inventory, to maintain accurate records and support procurement processes.

Ensure timely and effective communication throughout the entire lifecycle of Service Desk cases, keeping users informed of progress and resolution steps.

Support the strategic goal of moving the Service Desk function to a more proactive and strategic posture by identifying opportunities for automation and service innovation.

Requirements

Must be a practicing Christian who aligns with the Statement of Faith of Alliance Defending Freedom and seeks to integrate faith and work.

Must reside in or be willing to relocate to one of the following locations: Lansdowne, VA; Scottsdale, AZ; Dallas, TX.

Must possess a Bachelor's degree or equivalent practical experience in Information Technology, Computer Science, or a related field.

Must have demonstrated experience managing a team of technical support professionals or equivalent leadership responsibility in a Service Desk environment.

Must have a proven track record of delivering excellent customer service in a technology support role, with strong interpersonal and communication skills.

Must be proficient in major operating systems, including Windows and macOS, and have experience supporting hardware, software, and network systems.

Must be skilled in using IT Service Management tools and technologies, with experience in ticketing systems and remote support platforms.

Must possess strong analytical, problem-solving, and critical thinking skills to diagnose issues and implement effective solutions.

Nice to have

Experience with ITIL processes and ITSM platforms such as ServiceNow.

Experience managing a globally dispersed team.

Practical notes

This is a full-time position.

Travel may be required between office locations as needed.

Visa sponsorship may be considered for qualified candidates residing in the specified locations, subject to business needs and eligibility.

Candidates must be authorized to work in the United States for the position location specified.

About Alliance Defending Freedom

Alliance Defending Freedom is hiring for Service Desk Manager. The listing location is Lansdowne, VA; Scottsdale, AZ; Dallas, TX.

This Service Desk Manager opening is posted for Lansdowne, VA; Scottsdale, AZ; Dallas, TX.