Service Desk Manager-Remote-New York State only

Description Company Overview: When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook. Position Overview: We are seeking an experienced and highly skilled Service Desk Manager to lead our IT Managed Services operations for a large, high-profile customer. This role requires strong leadership, extensive ITIL knowledge, and a proven ability to drive operational excellence in a dynamic, customer-focused environment. As the Service Desk Manager, you will be responsible for managing a large-scale Service Desk team, ensuring seamless IT support delivery, optimizing service performance, and implementing continuous improvements to enhance both customer and agent experience. What you’ll do as the Service Desk Manager: The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice. Leadership & Team Management

• Lead, coach, and develop a diverse team of Service Desk Analysts, Team Leads, and Supervisors.
• Establish clear performance expectations, conduct regular evaluations, and foster a culture of accountability and customer-centricity.
• Ensure appropriate staffing, scheduling, and workload distribution to maintain SLA compliance and service quality.

Service Delivery & Operations

• Oversee day-to-day Service Desk operations, ensuring timely incident resolution, request fulfillment, and escalation management.
• Manage service delivery for a large enterprise customer, acting as the primary point of escalation for critical issues.
• Drive adherence to ITIL-aligned processes (Incident, Request, Problem, Change, and Knowledge Management).

Continuous Improvement & Innovation

• Identify, implement, and track operational improvements that enhance efficiency, customer satisfaction, and agent experience.
• Collaborate with cross-functional teams to streamline processes, automate workflows, and improve service delivery.
• Monitor KPIs and service performance metrics, producing reports for leadership and clients.

Customer & Stakeholder Engagement

• Build strong relationships with customer stakeholders, ensuring transparency and proactive communication.
• Represent the Service Desk in client governance meetings and executive reviews.
• Ensure service delivery meets contractual obligations and exceeds customer expectations.

What you will bring to the team: Required:

• 5+ years of progressive experience in IT Service Desk / Managed Services leadership roles.
• Strong knowledge and hands-on application of ITIL v3/v4 frameworks.
• Proven track record of managing large enterprise customer environments with high service demand.
• Demonstrated success in team leadership, workforce management, and talent development.
• Strong analytical, reporting, and problem-solving skills.
• Excellent communication and stakeholder management abilities.

Preferred:

• ITIL Foundation certification (Intermediate or Expert level a plus).
• Experience with ServiceNow or other ITSM platforms.
• Background in driving automation, AI/ML adoption, and digital transformation in IT support.
• Experience managing global or multi-location Service Desk operations.

Qualified candidates can expect a salary range of $80,000-95,000 #LI-SS2 #LI-Remote Zones offers a comprehensive Benefits package While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our team members enjoy a variety of comprehensive benefits, including medical, dental and vision coverage, life insurance, disability insurance, voluntary accident, hospitalization and critical illness insurance options, a 401(k) plan with matching provision, and many more. Generally, Zones currently offers paid time off and personal sick leave in compliance to individual state requirements. At Zones, work is more than a job – it is an exciting career on a global team that is client centric, has a passion for technology, embraces change and lifelong learning in a collaborative culture. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability. Zones participates in E-Verify. E-Verify is a system that compares information from a team member’s Form I-9 to federal records to confirm their eligibility to work in the United States. Apply tot his job Apply To this Job