As the Manager of Support Services you will be responsible for responsible for leading and optimizing service desk operations to ensure exceptional end-user support and high service availability. This role combines leadership, technical expertise, and operational management while focusing on best practices and continuous improvement. This role is based in Phoenix, AZ and follows a hybrid work schedule.
What You'll Do• Lead and develop service desk team, establish and build on KPIs, and foster a customer-centric culture.
• Oversee daily support operations, manage escalations, and ensure SLA adherence.
• Prepare action plans, implement productivity, quality, and customer service standards, resolve problems and complete audits.
• Implement ITIL-based processes and drive continuous improvement initiatives.
• Identify customer service trends via surveys and industry data.
• Structure call routing and processing parameters for maximization of staff and service levels.
• Customer Experience: Act as liaison between IT and business stakeholders.
• Manage tools and vendor relationships.
• Maintain a central repository of information (Knowledge Base) to assist the Service Desk personnel in troubleshooting and resolving a wide array of problems.
• Other duties as requested by leadership.
What You'll Have• 8+ years of IT support experience
• 5+ years of leadership responsibility
• Strong ITSM/ITIL knowledge
• Proven experience managing high-volume service desk operations
• Experience managing service levels (SLAs/KPIs) and reporting on performance metrics
• Demonstrated experience with ticketing systems (ServiceNow, Jira, or similar)
What You'll Get - Benefit Package including Medical, Dental and Vision Coverage
- 401K w/ Company Match
- Voluntary Life & AD&D Insurance and Short-Term and Long-Term Disability
- Vacation/Sick Time and Paid Holidays
- Potential Bonus Opportunities
- Career Development Opportunities
- Employee Discounts
- Weekly Payroll
Work Environment - Work is performed in a typical indoor office environment
- Flexibility to work various schedules and stay late when necessary with little or no notice
- Must be able to read documents, use a computer, communicate verbally and in writing
- Mobility required within an office, warehouse and construction site environments
- Ability to occasionally lift up to 20 pounds
