Senior Manager, Service Desk

Description

Senior Manager, Service Desk

Mesa, AZ (In-Office)

Flex Technology Group (FlexTG) is the nation's largest brand-neutral Managed Print Services provider, delivering innovative technology solutions and exceptional service to organizations across the country. With an unmatched nationwide footprint, industry-leading expertise, and proprietary technology, we help businesses operate smarter, faster, and more efficiently. At FlexTG, you'll join a team that values collaboration, accountability, innovation, and continuous improvement.

About the Role

FlexTG is seeking an experienced and strategic Senior Manager, Service Desk to lead our enterprise Service Desk organization in Mesa, Arizona. This is a highly visible leadership role responsible for overseeing end-user support operations, driving service excellence, managing critical incidents, and shaping the future of IT support across the organization.

The ideal candidate is a hands-on leader who thrives in fast-paced environments, excels at building high-performing teams, and can effectively bridge technical operations with business strategy. This role will play a key part in strengthening service delivery, improving operational maturity, and ensuring a best-in-class employee support experience.

What You'll Do

• Lead the daily operations and strategic direction of the Service Desk team.
• Oversee the deployment, support, and lifecycle management of end-user devices and applications.
• Drive incident management, root cause analysis, and problem resolution for recurring service issues.
• Serve as a key escalation point during critical incidents and coordinate communication between technical teams, vendors, and business stakeholders.
• Manage vendor relationships, support contracts, and service performance expectations.
• Develop and execute a roadmap for Service Desk enhancements, process improvements, and technology adoption.
• Create and maintain knowledge base articles, standard operating procedures, troubleshooting guides, and escalation processes.
• Monitor service level agreements (SLAs), operational metrics, and customer satisfaction scores to ensure consistent service delivery.
• Utilize reporting and analytics to identify trends, improve performance, and drive operational excellence.
• Lead cross-functional initiatives, including technology upgrades, migrations, and process transformation projects.
• Manage budgets, resource planning, and departmental priorities.
• Coach, mentor, and develop Service Desk team members while fostering a culture of accountability and continuous learning.
• Partner with Infrastructure, Security, Applications, and Business teams to deliver seamless technology support.
• Promote operational reliability, customer-focused service, and ongoing process improvement throughout the organization.

What You'll Bring

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 10+ years of progressive IT experience.
• 5+ years of leadership experience managing technical support or Service Desk teams.
• Proven experience leading high-performing teams in a fast-paced enterprise environment.
• Strong strategic planning, organizational, and project management skills.
• Experience managing budgets, resources, and cross-functional technology initiatives.
• Strong understanding of IT service delivery, operational processes, and support best practices.
• Experience driving service improvements through metrics, reporting, and analytics.
• Knowledge of information security principles and enterprise technology environments.
• Exceptional communication, collaboration, and stakeholder management skills.

Preferred Qualifications

• ITIL v4 Foundation certification or higher.
• ServiceNow experience.
• Microsoft Certified: Azure Administrator certification.
• Experience leading enterprise-scale support organizations.

Why Join FlexTG?

• Join a growing national technology organization making an impact across industries.
• Lead meaningful initiatives that improve the employee technology experience.
• Work alongside talented leaders and technology professionals.
• Influence strategic IT decisions and operational improvements.
• Be part of a culture that values innovation, accountability, and continuous growth.

If you're passionate about building exceptional support organizations, developing high-performing teams, and driving operational excellence, we'd love to hear from you

EEO Statement

Flex Technology Group provides equal employment opportunities to all employees and applicants for employment.  The Company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), pregnancy (including childbirth, lactation and related medical conditions), protected veteran status, uniformed servicemember status, or any other characteristic protected by federal, state or local laws.  This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, benefits, leaves of absence, compensation and training.