IT Service Desk Manager

Primary expectations of this role:Continue to develop the Service Desk offering within the organization.Provide exceptional services to end-users as swiftly and effectively as possible.Safeguard Business and Internal IT projects from unplanned work.Manage and mentor members of the Service Desk team, collaborate with Engineering regarding projects and incidents, and interface with stakeholders across the company to ensure all service delivery needs are met.Responsibilities: Align daily Service Desk operations with IT leadership's strategy, communicating operational updates, service metrics, and team performance to leadership.Enforce Service Level Agreements (SLAs) to maintain expected problem resolution timeframes and customer satisfaction standards.Analyze daily and weekly Service Desk activity, identify recurring bottlenecks or incident trends, and implement operational fixes.Monitor team operational expenditures and provides input into annual hardware, software, and staffing budget forecasts.Administer and optimize ticketing system workflows, request catalogs, and asset tracking configurations based on operational needs.Evaluate Service Desk software, endpoint utilities, and hardware peripherals.Coordinate purchasing, provisioning, and deployment tasks for end-user computing hardware and peripherals.Ensure prompt, professional, and effective resolution of Tier 1-Tier 3 tickets across enterprise applications and hardware.Provide hands-on, in-person, and remote troubleshooting support for executive and high-priority technical escalations.Qualifications:Bachelor's degree in Information Technology, Computer Science, or equivalent experience within the domain.Minimum of 5-7 years of experience in IT Service Desk / Technical Support environments.Minimum of 2-4 years of direct supervisory or team lead experience managing IT support personnel.5+ years of hands-on experience supporting enterprise desktop and mobile platforms (Windows, macOS, iOS).Demonstrated experience administering and configuring enterprise ticketing platforms (e.g., Freshservice, Zendesk, Jira Service Management, etc.).Working knowledge of enterprise endpoint management and software deployment tools (e.g., VMware Horizon, Microsoft Intune, Addigy, PDQ, etc.).Familiarity of Post-Production software and tools (e.g., AVID Media Composer, Adobe Creative Cloud Suite, specifically Premiere and After Effects, DaVinci Resolve).Intermediate knowledge of Post-Production workflows and security standards (content ingest, encoding, codecs, proxies, online vs. offline editorial, finishing, delivery, and MPAA TPN guidelines).Proven track record of monitoring, meeting, and reporting on ITIL-aligned SLAs and operational KPIs.Ability to think outside the box and offer solutions that may lie outside the scope of responsibilities.Nice-to-haves:ITIL v3, v4 or similar certifications a plusExperience in a Media and Entertainment environment (Production, Post-Production, Studio, M&E Marketing).Ability and/or experience building your own PC.Physical Demands:Ability to work in an office environment (five days a week).Required to sit and stand for long periods; talk, hear, and use hands and fingers to operate a computer and communications equipment.Must be able to lift and move up to 30 pounds of IT hardware and peripherals (computers, monitors, docking stations, printers, etc.).