Service Desk Manager

Service Desk Manager

We're looking for a confident, forward-thinking Service Desk Manager who knows how to lead from the front and inspire excellence. If you're someone who thrives on developing people, improving processes, and delivering world-class IT support with heart and hustle, this role is for you. Based at our corporate offices in Tulsa, OK, you'll manage a skilled team of technicians, maintain high service standards, and ensure smooth day-to-day technology operations across the company.

Key Responsibilities

• Manage Service Desk resources for optimal performance, including scheduling for support coverage, projects, admin tasks, and time off.
• Lead, mentor, develop, and evaluate the Service Desk team to promote high performance and accountability.
• Develop performance measurement metrics and provide regular feedback to improve service quality and technical skillsets.
• Ensure compliance with service level agreements (SLAs) and track performance using reporting tools.
• Act as a point of escalation for critical or unresolved technical issues.
• Respond to support requests via phone, email, and ticketing system.
• Participate in and help drive knowledge management initiatives.
• Assist with new hire onboarding and team training on tools, systems, and new technology releases.
• Maintain and improve documentation, support processes, procedures, and policies.
• Ensure high-quality customer service standards and foster strong relationships across departments.
• Participate in IT-related projects and initiatives.
• Track and report on operational performance, business impact, and budget use.
• Help enforce ITIL best practices and change/risk management protocols.
• Oversee inventory and asset tracking for hardware/software.

Supervisory Duties

• Directly supervise Service Desk Technicians and manage team performance.
• Coach team leads and contribute to their professional development.

Minimum Requirements:

• 7+ years of experience in IT Service Desk support.
• 3–5 years of prior supervisory or team lead experience.
• Strong leadership, communication, and organizational skills.
• Willingness to work a flexible schedule, including weekends when necessary.
• Experience with ServiceNow

Preferred Experience:

• Google Workspace and gPanel administration
• Experience with Druva backup systems
• Experience with training platforms
• Experience managing Centralized Display Services

Education:

• Bachelor's degree in IT, Computer Science, Management Information Systems, or related field (preferred but not required)

We offer:

• Medical, Vision, Dental, 401k, Employee Discounts, Referral bonus
• Company-paid Life Insurance
• Company-paid AD&D Insurance
• Flexible spending account
• Parental leave
• Employee assistance program

We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Accordingly, all members of society, irrespective of age, gender, disability, sexual orientation, race, religion, or belief, are encouraged to apply to join our team. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.

Europcar Mobility Group is a global mobility player, with 75 years of mobility services expertise and a leading position in Europe. We help to change the way you move is what we stand for and brings us together.

We offer to individuals and businesses a wide range of car and van rental services, be it for a few hours, a few days, a week, a month or more, on-demand or on subscription, relying on a fleet of more than 250,000 vehicles, equipped with the latest engines including an increasing share of electric vehicles.

Our brands address differentiated needs, use cases and expectations: Europcar® - a global leader of car rental and light commercial vehicle rental, with a premium positioning, Goldcar® - a frontrunner at providing low-cost car rental services in Europe, and Fox-Rent-A-Car®, one of the main players in the car rental market in the US, with a "value for money" positioning.

Customers' satisfaction is at the heart of the Group's ambition and that of our more than 8,000 employees, everywhere we deliver our mobility solutions, thanks to a strong network in over 130 countries.