Description Senior Manager, Service Desk Mesa, AZ (In-Office)
About the Role FlexTG is seeking an experienced and strategic Senior Manager, Service Desk to lead our enterprise Service Desk organization in Mesa, Arizona. This is a highly visible leadership role responsible for overseeing end-user support operations, driving service excellence, managing critical incidents, and shaping the future of IT support across the organization.
The ideal candidate is a hands-on leader who thrives in fast-paced environments, excels at building high-performing teams, and can effectively bridge technical operations with business strategy. This role will play a key part in strengthening service delivery, improving operational maturity, and ensuring a best-in-class employee support experience.
What You'll Do - Lead the daily operations and strategic direction of the Service Desk team.
- Oversee the deployment, support, and lifecycle management of end-user devices and applications.
- Drive incident management, root cause analysis, and problem resolution for recurring service issues.
- Serve as a key escalation point during critical incidents and coordinate communication between technical teams, vendors, and business stakeholders.
- Manage vendor relationships, support contracts, and service performance expectations.
- Develop and execute a roadmap for Service Desk enhancements, process improvements, and technology adoption.
- Create and maintain knowledge base articles, standard operating procedures, troubleshooting guides, and escalation processes.
- Monitor service level agreements (SLAs), operational metrics, and customer satisfaction scores to ensure consistent service delivery.
- Utilize reporting and analytics to identify trends, improve performance, and drive operational excellence.
- Lead cross-functional initiatives, including technology upgrades, migrations, and process transformation projects.
- Manage budgets, resource planning, and departmental priorities.
- Coach, mentor, and develop Service Desk team members while fostering a culture of accountability and continuous learning.
- Partner with Infrastructure, Security, Applications, and Business teams to deliver seamless technology support.
- Promote operational reliability, customer-focused service, and ongoing process improvement throughout the organization.
What You'll Bring Required Qualifications - Bachelor's degree in Information Technology, Computer Science, or a related field.
- 10+ years of progressive IT experience.
- 5+ years of leadership experience managing technical support or Service Desk teams.
- Proven experience leading high-performing teams in a fast-paced enterprise environment.
- Strong strategic planning, organizational, and project management skills.
- Experience managing budgets, resources, and cross-functional technology initiatives.
- Strong understanding of IT service delivery, operational processes, and support best practices.
- Experience driving service improvements through metrics, reporting, and analytics.
- Knowledge of information security principles and enterprise technology environments.
- Exceptional communication, collaboration, and stakeholder management skills.
Preferred Qualifications - ITIL v4 Foundation certification or higher.
- ServiceNow experience.
- Microsoft Certified: Azure Administrator certification.
- Experience leading enterprise-scale support organizations.
Why Join FlexTG? - Join a growing national technology organization making an impact across industries.
- Lead meaningful initiatives that improve the employee technology experience.
- Work alongside talented leaders and technology professionals.
- Influence strategic IT decisions and operational improvements.
- Be part of a culture that values innovation, accountability, and continuous growth.
If you're passionate about building exceptional support organizations, developing high-performing teams, and driving operational excellence, we'd love to hear from you
