OverviewThe ServiceDesk Manager is responsible for leading Suffolk Construction's IT ServiceDesk organization, ensuring the delivery of exceptional end-user support, operational excellence, and customer-focused technology services across corporate offices, jobsites, and remote locations.
This role oversees ServiceDesk analysts, support processes, service performance, knowledge management, asset visibility, and end-user experience initiatives. The ServiceDesk Manager serves as a key leader in driving continual service improvement, ServiceNow optimization, AI-enabled support capabilities, and operational efficiencies that support Suffolk's growing technology ecosystem.
The ideal candidate combines strong leadership skills, ITIL-based service management expertise, and a passion for improving employee technology experiences while supporting critical construction, business, and collaboration platforms.
Responsibilities
ServiceDesk Leadership & Operations
- Lead, mentor, and develop a national team of IT ServiceDesk professionals.
- Establish performance expectations, service standards, goals, and development plans for ServiceDesk staff.
- Manage daily ServiceDesk operations to ensure timely resolution of incidents, requests, and escalations.
- Drive a customer-first culture focused on responsiveness, communication, accountability, and service excellence.
- Monitor staffing levels, workload distribution, and support coverage across offices and jobsites.
- Partner with regional IT teams to ensure consistent support experiences nationwide.
Service Management & Process Improvement
- Own and continuously improve ITIL-aligned Incident, Request, Knowledge, Problem, and Major Incident Management processes.
- Establish and monitor Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and service metrics.
- Lead Problem Management activities to identify recurring issues and implement permanent resolutions.
- Develop and maintain escalation procedures and support workflows.
- Drive automation opportunities to reduce manual effort and improve resolution times.
- Implement continuous improvement initiatives based on support trends and business feedback.
ServiceNow & Digital Workplace Enablement
- Partner with ServiceNow Engineering and Platform teams to optimize Incident Management, Request Management, the Service Catalog, Knowledge Management, Asset Management, CMDB, Change Management, and the Self-Service Portal.
- Leverage ServiceNow reporting, dashboards, and analytics to improve operational performance.
- Support the implementation of AI-driven support capabilities, virtual agents, workflow automation, and self-service initiatives.
Enterprise and Productivity Application Support
- Ensure the ServiceDesk effectively supports and triages issues for key Suffolk platforms, including Microsoft 365, Microsoft Teams, SharePoint Online, OneDrive, ServiceNow, Bluebeam,Oracle applications, DocuSign, Miro, Zoom, Okta, PrinterLogic, and other Suffolk technology platforms.
- Collaborate with business application owners and technical support teams to drive service quality and issue resolution.
Knowledge Management & User Experience
- Foster adoption and curation of the ServiceDesk Knowledge Base.
- Drive creation and maintenance of SOPs, troubleshooting documentation, job aids, and support articles.
- Expand self-service capabilities that improve user adoption and issue resolution.
- Analyze user feedback and CSAT scores to identify opportunities for service improvement.
- Champion employee experience initiatives focused on productivity and technology adoption.
Reporting & Analytics
- Develop and maintain executive reporting for SLA performance, mean time to resolution, first-contact resolution, ticket volume trends, CSAT, knowledge base utilization, asset metrics, service adoption, and automation opportunities.
- Provide regular operational reviews and service improvement recommendations to IT leadership.
Qualifications
Required
- Bachelor's degree in information technology, Business, or a related field.
- Five or more years of ServiceDesk or IT Support leadership experience.
- Eight or more years of progressive IT support and service management experience.
- Experience managing enterprise support teams in complex, multi-site organizations.
- Experience with ServiceNow, Microsoft 365, ITSM platforms, Knowledge Management, Asset Management, vendor management, and enterprise endpoint support, including Windows 11, macOS, iOS, and Okta identity.
- Strong understanding of the ITIL framework, Incident Management, Problem Management, Change Management, and service delivery best practices.
Preferred
- ITIL Foundation or ITIL Managing Professional certification.
- Experience supporting construction, engineering, or project-based organizations.
- Experience with AI-powered ServiceDesk technologies and workflow automation.
- Experience leading digital workplace transformation initiatives.
Success Measures
- Deliver consistent SLA attainment.
- Improve employee satisfaction with IT services.
- Increase first-contact resolution rates.
- Reduce recurring incidents through effective Problem Management.
- Expand knowledge base adoption and self-service capabilities.
- Improve ServiceNow data quality and reporting.
- Reduce support costs through automation and process optimization.
- Maintain strong relationships with business stakeholders nationwide.
- Help transform the ServiceDesk from a reactive support organization into a proactive, strategic value center.
Working Conditions
While performing the duties of this job, the employee is regularly required to sit for long periods of time; talk or hear; perform fine motor, hand and finger skills in the use of a keyboard, telephone, or writing. The employee is frequently required to stands; walk; and reach with arms and/or hands. Specific vision abilities include close vision, distance vision, depth perception and the ability to adjust focus. The employee will spend their time in an office environment with a quiet to moderate noise level. Job site walking.
Compensation Information
Where required by law, pay ranges can be found in Suffolk's job postings. Base Salary for this position is just one component of Suffolks total rewards package for employees. Actual salaries may be based on several factors including, but not limited to, a candidate's skill set, experience, education and other qualifications. Suffolk offers a comprehensive benefits package as part of its overall total rewards strategy. Salary ranges are reviewed regularly to reflect market trends.
