Service Desk Manager

The IT Service Desk Manager is responsible for leading and managing a 24/7 IT Service Desk that supports nationwide convenience store operations. This role oversees service desk personnel across multiple geographic locations, manages ticket handling and escalation processes, and ensures timely, professional, and effective support for store, corporate, and field operations.
In addition to managing the service desk, this position functions at a Tier 3 escalation level for IT support. The IT Service Desk Manager must be qualified to troubleshoot and support Windows workstations, end-user devices, store technology, POS systems, vendors, MSPs, MNSPs, and critical business-impacting incidents.
This position reports to the VP, Information Technology.

Key Responsibilities

• Manage daily operations of a 24/7 IT Service Desk supporting nationwide convenience store locations.
• Supervise, coach, and develop service desk personnel across multiple geographic locations.
• Serve as a Tier 3 escalation resource for complex IT issues, major incidents, recurring problems, and high-impact outages.
• Ensure tickets are properly prioritized, assigned, escalated, documented, and resolved within established service levels.
• Monitor ticket queues, response times, resolution times, SLA performance, and overall service desk effectiveness.
• Work closely with vendors, Managed Service Providers, and Managed Network Service Providers to drive timely resolution of escalated issues.
• Lead escalation management for critical store technology issues, including POS systems, payment systems, network connectivity, Windows workstations, peripherals, and related technology.
• Develop, maintain, and enforce service desk procedures, support documentation, knowledge base articles, and IT policies.
• Improve service desk processes, ticketing workflows, reporting, escalation paths, and customer service standards.
• Coordinate after-hours emergency support for major incidents, outages, and business-critical issues.
• Partner with IT leadership to identify recurring issues, reduce ticket volume, improve service delivery, and strengthen operational support.

Required Qualifications

• 3-5 years prior experience managing or leading an IT service desk or technical support team.
• Experience working at a Tier 3 or senior technical escalation level.
• Strong knowledge of Windows workstation support, troubleshooting, configuration, and end-user technical support.
• Strong experience using ticketing systems to manage incidents, service requests, escalations, SLAs, and reporting.
• Experience working with vendors, MSPs, MNSPs, and third-party service providers.
• Ability to create and maintain technical documentation, procedures, policies, and knowledge base content.
• Strong leadership, communication, problem-solving, and customer service skills.
• Ability to travel to company sites as needed.

Preferred Qualifications

• Experience supporting the retail industry, convenience stores, fuel operations, or multi-site business environments.
• Experience with POS systems, payment systems, store networks, and retail technology.
• Experience managing a 24/7 support model.
• Experience developing service desk metrics, dashboards, reports, and performance improvement plans.
• Certifications such as CompTIA A+, Network+, Security+, Microsoft, Cisco, or related technical certifications.

Technical Skills

• Tier 3 technical troubleshooting and escalation support.
• Windows workstation support, user profile troubleshooting, hardware diagnostics, software installation, patching, and peripheral support.
• Ticketing systems and service desk management platforms.
• POS systems, payment systems, and retail technology support.
• Vendor, MSP, and MNSP coordination.
• Incident management, escalation management, and SLA tracking.
• Technical documentation, policy creation, and knowledge base management.
• Working knowledge of networking, hardware, peripherals, and store-level IT infrastructure.

Physical and Travel Requirements

• Must be able to travel to store, corporate, and field locations as business needs require.
• Must be able to provide emergency support during nights, weekends, and holidays when required.
• Must be able to work in a fast-paced, 24/7 support environment.
• Must be able to sit, stand, walk, and use a computer for extended periods up to a full 8-hour shift, in the performance of the position.
• Must be able to occasionally lift, move, or assist with IT equipment such as workstations, monitors, printers, network devices, and related peripherals.
• Must be able to work in store, office, and technical environments as needed.
• Must be able to use all IT department equipment, including but not limited to desktop and lap top computers as well as mobile and desk phone to accomplish duties.
• Must be able to work with little to no supervision and under stressful and changing conditions and priorities.