Sr. IT Service Desk Manager

We are seeking an experienced Sr. IT Service Desk Manager to join our team.  In this role, you will be responsible for overseeing the delivery of IT support services, ensuring they meet agreed-upon service levels, and aligning business objectives. The Sr. IT Service Desk Manager will create the IT strategy for help desk management supporting all offices leveraging the ITIL framework for Incident Management, Problem Management, Change Management, Service Request Management, and Continuous Improvement. 


Job Title: Sr. IT Service Desk Manager

Location: Indianapolis, IN (Hybrid)

What’s the Job?

• Service Desk Management strategy – Define and implement the vision for service desk operations which includes separation of incidents vs. service requests, define SLAs by request type, and report on performance metrics including first response time, ticket aging, resolution time by priority, first contact resolution rate, etc.
• Service Desk Management strategy – Define and implement the vision for service desk operations which includes separation of incidents vs. service requests, define SLAs by request type, and report on performance metrics including first response time, ticket aging, resolution time by priority, first contact resolution rate, etc.
• Team Management and Leadership – Hire, train, and coach Support Technicians across all locations to understand their challenges, work towards identifying solutions and approaches to ensure incidents and service desk requests are resolved within agreed upon SLAs.
• Onboarding/Offboarding Requests / Inventory and Asset Management / Vendor Management, Software Licensing, and Invoicing
• Continuous Improvement – Evolve ITIL-based processes (incident, request, knowledge, change management, service request, problem management, etc) that improve customer experience. Identify opportunities to automate workflows where possible. Serve as an advocate to champion shift left strategies to empower end users to resolve Level 1 issues by pushing knowledge articles as a first step to incident resolution, etc.

 

What’s Needed?

• Bachelor’s Degree in IT, Computer Science, or equivalent
• 5+ years’ experience in IT Service Management (ITSM) with 3-5 years in a leadership role managing direct reports include remote workers
• Proven track record implementing or maturing Incident, Problem, Change Request, Inventory Asset, Knowledge Management, and Service Request Management
• Strong problem-solving, negotiation, and conflict-resolution skills
• Preferred Certifications: ITIL Foundations or equivalent ITSM or Project Management Professional (PMP) or equivalent

What’s in it for me?

Max of 5

• Direct Hire
• Strong Compensation
• Medical, Vision, Dental Benefits
• Strong PTO Package
• Hybrid Schedule (4 days on-site, 1 day WFH)

If this is a role that interests you and you’d like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!
 
About ManpowerGroup, Parent Company of:  Manpower, Experis, Talent Solutions, and Jefferson Wells
ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands – Manpower, Experis, Talent Solutions, and Jefferson Wells – creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.

Client-provided location(s): Indianapolis, IN

Job ID: 18601_366223

Employment Type: FULL_TIME

Posted: 2025-08-31T00:00:00