Enterprise Service Desk Manager

Enterprise Service Desk Manager

There's never been a better time to join Stratus! As the market leader in brand implementation and maintenance, we transform how national brands connect with their customers. From exterior signage & interior branding to site refresh & remodel, from energy & lighting to repair & maintenance solutions, we deliver ideal solutions to meet all our client's branding needs.

From our locations across the country, to our corporate headquarters in Mentor, Ohio, every employee is a stakeholder in Stratus' success. This environment offers endless career opportunities for individuals with a commitment to customer service, focus on execution and bias for action.

The Enterprise Service Desk Manager will lead and oversee the IT Service Desk function for the organization, ensuring seamless end-user support across the enterprise. This role requires a strategic leader who can create and manage a high-performing team, optimize service delivery, implement ITIL best practices, and continuously improve the user experience for employees and stakeholders.

The ideal candidate will combine strong technical knowledge with exceptional leadership, communication, and process management skills. They will serve as a bridge between IT operations, business units, and external vendors to ensure service quality, efficiency, and alignment with organizational goals.

Responsibilities

• Build, lead, mentor, and manage the Service Desk team
• Define and execute the vision, strategy, and roadmap for the enterprise service desk in alignment with IT and business objectives.
• Establish and monitor performance goals, SLAs, and KPIs to ensure continuous improvement.
• Drive a customer-first culture, fostering accountability and service excellence.
• Oversee day-to-day service desk operations, ensuring timely resolution of incidents, service requests, and escalations.
• Manage service desk tools and technologies, ensuring effective ticketing, knowledge management, and reporting.
• Implement ITIL-based processes (incident, request, change, and problem management).
• Collaborate with IT infrastructure, application, and security teams to ensure smooth end-to-end service delivery.
• Ensure service desk availability across multiple time zones
• Analyze incident trends to proactively identify and resolve recurring issues.
• Champion automation, self-service portals, and knowledge base improvements to enhance efficiency.
• Evaluate and integrate emerging technologies that improve IT support capabilities.
• Establish a robust feedback loop with users to ensure services meet evolving business needs.
• Act as the primary point of contact for business leaders regarding IT service desk performance.
• Provide regular service performance reports and improvement plans to executive leadership.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field preferred. An advanced degree e.g. Masters or MBA is a plus.
• 7+ years of progressive IT support experience, with at least 3+ years in a managerial or leadership role required.
• Proven experience managing enterprise-scale service desk teams in a multi-site environment.
• ITIL v3/v4 certification strongly preferred.
• Experience with service desk platforms (e.g., ServiceNow, Jira Service Management, BMC Remedy, Freshservice, IFS Assyst).
• Strong leadership, coaching, and team-building skills.
• Excellent communication and stakeholder management abilities.
• Analytical mindset with experience in data-driven decision-making.
• Deep understanding of IT service management frameworks, SLAs, and performance metrics.

This position is required to travel as an essential function of this role due to the need for in-person interaction with customers, field partners, and/or business stakeholders. Travel may include local, regional, or national destinations and may be conducted via automobile, air, or other modes of transportation. All travel must be pre-approved in accordance with company policy and conducted in compliance with applicable safety and expense guidelines.

Why Work With Us

• Supportive & Friendly Culture
• Manage national accounts for Fortune 500 companies
• Medical, Dental, Vision coverage options
• Flexible Spending & Health Savings Accounts
• Company paid Life Insurance
• 401k with Employer Contribution
• Company paid Short/Long Term Disability
• Generous Paid Time Off program + Holidays
• Career Growth Opportunities and Career Mapping
• Additional perks including Pet Insurance, Employee Assistance Program, Educational Assistance Program, Identity Theft Protection, Critical Illness Plans, Commuter Benefits and various employee discount offerings from our Vendors

Pay Range $82,765- $124,147 annually - Pay range listed reflects the potential pay for this role. The pay will depend on various factors, such as responsibilities of the position, job duties/requirements, and relevant experience and skills. Not all positions posted will have a pay range listed.

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