Service Desk Manager

Service Desk Manager

Bridgewater, NJ
Contract, On -Site

Our client is seeking a senior-level Service Desk Manager to oversee day-to-day end user support operations within a fast-paced enterprise environment.  Experience working with ITIL processes and service desk technologies and methodologies are important.  

This individual will serve as a technical escalation point for the support team while helping drive operational efficiency, white-glove customer service, process improvement, and overall service delivery across desktop, mobile, collaboration, and conference room technologies.

The ideal candidate will bring a strong combination of hands-on technical support experience, team leadership, executive support exposure, and modern endpoint management expertise.

Responsibilities:

• Lead daily Service Desk and Desktop Support operations in a high-touch enterprise environment
• Serve as the primary escalation point for complex Level 2-3 technical issues
• Support and mentor junior support staff while helping improve overall team performance and service delivery
• Provide white-glove support to executives and senior leadership
• Manage and troubleshoot Windows, macOS, mobile devices, and collaboration technologies
• Support Active Directory, Microsoft 365, Entra ID/Azure AD, Intune, and endpoint management initiatives
• Oversee laptop imaging, onboarding/offboarding, hardware deployment, and asset lifecycle management
• Support conference room and AV technologies including Microsoft Teams Rooms, WebEx, and Zoom
• Partner with infrastructure, networking, security, and engineering teams on escalated issues and rollout initiatives
• Create and maintain technical documentation, knowledge base articles, and support procedures
• Contribute to process improvement initiatives focused on service quality, ticket reduction, and operational efficiency
• Track and manage incidents, service requests, and SLAs through ITSM platforms such as ServiceNow

Qualifications:

• 7+ years of Desktop Support, Service Desk, or End User Support experience within an enterprise environment
• Prior experience serving as a lead, senior escalation resource, or mentor within a support organization
• Strong experience with:
• Active Directory / Entra ID
• Microsoft 365
• Intune / endpoint management
• Windows and macOS environments
• Laptop imaging and deployment
• ITSM platforms such as ServiceNow
• Experience supporting conference room and AV technologies
• Strong troubleshooting, communication, and customer service skills
• Experience supporting executives and high-profile end users preferred
• Ability to operate effectively in fast-paced, high-visibility environments 

Preferred Experience:

• Financial services, media, sports, retail, or enterprise corporate environments
• Office 365 migrations or large-scale endpoint rollouts
• Teams Rooms / collaboration platform administration
• Basic networking and infrastructure troubleshooting exposure
• ITIL certifications are preferred
• Bachelors Degree is a strong plus