Praxis
Focused patient recruitment.
Service Desk Manager
Location
United States
Posted
39 days ago
Salary
$100K - $122K / year
Bachelor Degree7 yrs expEnglishAzureITSM
Job Description
• Manage day-to-day ticket intake performance and ensure SLAs are met or exceeded.
• Serve as the primary point of escalation for Tier I tickets, resolving issues or coordinating handoff to Tier II as needed.
• Support the Tier II team on ongoing IT maintenance and infrastructure projects.
• Identify and escalate trends in hardware and licensing needs before they impact the business.
• Coach, mentor, and develop a small team (3–4) of Tier I Service Desk Specialists.
• Partner cross-functionally with internal teams and external vendors to ensure seamless service.
• Develop documentation, workflows, and training to improve consistency and efficiency.
Job Requirements
- 4+ years of hands-on experience with Microsoft enterprise environments, including Entra ID (Azure AD), Microsoft 365, Defender for Endpoint, and related tools.
- 3+ years of experience managing a service desk or IT support team.
- Proven ability to lead, coach, and develop Tier I support staff.
- Strong troubleshooting skills across hardware, software, and systems in a corporate environment.
- Demonstrated customer service orientation — responsive, clear, and empathetic in every interaction.
- Able to triage effectively, prioritize under pressure, and manage workload in a fast-paced setting.
- Experience with ITSM tools, endpoint management platforms, and remote support technologies.
- Detail-oriented, proactive, and highly accountable — you take ownership and follow through.
Benefits
- 99% of the premium paid for medical, dental and vision plans.
- Company-paid life insurance.
- AD&D disability benefits.
- Voluntary plans to personalize your coverage.
- 401(k) contributions with a match dollar-for-dollar up to 6%.
- Long-term stock incentives and ESPP.
- Discretionary quarterly bonus.
- Extremely flexible wellness benefit.
- Generous PTO, paid holidays and company-wide shutdowns.
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