IT Service Desk Manager

About the Role

Saronic is a rapidly growing defense technology company seeking a Service Desk Manager to oversee enterprise IT support operations across a geographically distributed workforce, including international personnel. The Service Desk Manager will be responsible for the day-to-day management of service desk operations to ensure employees and business teams receive timely, high-quality support. In addition to maintaining daily operations, this role will be responsible for developing and scaling the team, processes, and technologies, and continuously enhancing service levels. The Service Desk Manager will also serve as the primary liaison between the service desk and the rest of the business, ensuring IT support aligns with organizational priorities and mission requirements.

Key Responsibilities

• Manage day-to-day operations of the Service Desk, ensuring incidents, requests, and escalations are addressed efficiently.
• Manage and mentor a distributed and international support team, providing leadership, training, and career development.
• Help to build and scale the Service Desk organization, including staffing, processes, and technologies, to meet the demands of a fast-growing company.
• Define, monitor, and report on Service Desk metrics, KPIs, and SLAs, ensuring alignment with ITIL/ITSM best practices.
• Ensure that all SOPs, processes, and workflows are documented, audited, and continuously improved.
• Conduct and present operational performance reviews with leadership, articulating the Service Desk’s contributions to business success.
• Oversee support for A/V systems and conference room technologies, ensuring reliable performance for secure domestic and international operations.
• Provide operational support for collaboration and cloud computing platforms in compliance with defense industry standards.
• Plan and manage organization-wide technology enhancements and upgrades.
• Lead efforts to design, implement, and maintain automation workflows and API integrations to improve efficiency and reduce manual work.
• Collaborate cross-functionally with security, engineering, and operations teams to ensure IT support enables organizational and mission success.
• Serve as the escalation point for high-priority technical issues, coordinating resolution across teams as needed.
• Coordinate and manage expectations of stakeholders, including customers, leadership, and technical teams.
• Provide forward-thinking solutions that enhance Service Desk operations, while remaining adaptable to evolving technologies and requirements.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent combination of education and experience.
• 8+ years of IT support experience, with at least 3 years managing or leading a global/distributed service desk.
• Demonstrated expertise with ServiceNow (or similar ITSM platforms) administration, reporting, and workflows.
• Strong working knowledge of ITIL/ITSM principles and their practical application in enterprise environments.
• Proven ability to scale service desk teams, processes, and technologies in high-growth environments.
• Hands-on experience supporting collaboration platforms, SaaS platforms, and cloud computing environments.
• Demonstrated success with API integrations and automation for IT service delivery.
• Strong leadership, communication, and stakeholder management skills, with the ability to clearly articulate Service Desk performance and strategy to non-technical staff.
• Ability to multitask, prioritize, and manage multiple projects in a fast-paced, dynamic environment.
• U.S. Citizenship and ability to obtain and maintain a DoD security clearance.

Preferred:

• ITIL v4 Foundation Certification or higher.
• Experience supporting government or defense contracts, including compliance with DoD standards (e.g., NIST, DFARS, CMMC).
• Familiarity with documentation platforms (e.g., Confluence, SharePoint).
• Experience with endpoint management platforms (e.g., Intune, Jamf).
• Experience with IAM solutions, such as Microsoft Entra.
• Previous experience in a high-growth or startup environment.

Benefits

• Medical Insurance: Comprehensive health insurance plans covering a range of services
• Saronic pays 100% of the premium for employees and 80% for dependents
• Dental and Vision Insurance: Coverage for routine dental check-ups, orthodontics, and vision care
• Saronic pays 99% of the premium for employees and 80% for dependents
• Time Off: Generous PTO and Holidays
• Parental Leave: Paid maternity and paternity leave to support new parents
• Competitive Salary: Industry-standard salaries with opportunities for performance-based bonuses
• Retirement Plan: 401(k) plan
• Stock Options: Equity options to give employees a stake in the company’s success
• Life and Disability Insurance: Basic life insurance and short- and long-term disability coverage
• Additional Perks: Free lunch benefit and unlimited free drinks and snacks in the office

Physical Demands

• Prolonged periods of sitting at a desk and working on a computer.
• Occasional standing and walking within the office.
• Manual dexterity to operate a computer keyboard, mouse, and other office equipment.
• Visual acuity to read screens, documents, and reports.
• Occasional reaching, bending, or stooping to access file drawers, cabinets, or office supplies.
• Lifting and carrying items up to 20 pounds occasionally (e.g., office supplies, packages).

This role requires access to export-controlled information or items that require “U.S. Person” status. As defined by U.S. law, individuals who are any one of the following are considered to be a “U.S. Person”: (1) U.S. citizens, (2) legal permanent residents (a.k.a. green card holders), and (3) certain protected classes of asylees and refugees, as defined in 8 U.S.C. 1324b(a)(3)

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Saronic does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.