Senior Manager of IT Support, Hadrian

• 5+ years of IT support or service desk experience, with at least 2 years in a leadership or supervisory role
• Strong understanding of IT service management principles, with hands-on experience in tools such as Jira Service Management, Freshservice, ServiceNow, or Zendesk
• Strong knowledge of end-user computing, including hardware support, identity and access management, common SaaS applications, and troubleshooting practices
• Demonstrated experience owning SLAs and using metrics to manage performance and improve service quality
• Proven track record building or significantly improving a knowledge base, with a focus on self-service and shift-left support
• Experience managing or participating in an on-call rotation for high-priority incidents
• Excellent communication, leadership, and problem-solving skills, with the ability to manage competing priorities in a fast-paced environment

Desirable

• We are seeking an experienced Service Desk Manager to lead our IT support function and deliver a high-quality support experience for employees across the organization
• This role is responsible for managing day-to-day service desk operations, improving service delivery processes, developing support staff, and ensuring timely resolution of technical issues
• This role works closely with IT leadership and cross-functional teams to maintain a reliable, responsive, and user-focused support environment
• You should be equally comfortable leading a team, solving escalations, and calmly explaining for the fifteenth time that restarting really fixes a lot of issues
• Lead daily IT service desk operations, managing ticket queues, incident trends, escalations, SLAs, and serving as the escalation owner for P1/P2 incidents outside business hours
• Manage, coach, and develop a team of Tier 1 and Tier 2 analysts — including hiring, scheduling, performance reviews, career development, and accountability to team KPIs (CSAT, MTTR, first-contact resolution, SLA compliance)
• Build and maintain a structured IT knowledge base, championing a shift-left strategy to enable end-user self-service
• Oversee the full end user hardware lifecycle — procurement, deployment, maintenance, and retirement — ensuring all managed devices meet endpoint compliance requirements in partnership with the Security team
• Own joiner/mover/leaver workflows, ensuring timely device provisioning, account setup, and access revocation in coordination with HR and IT
• Own and optimize the ITSM platform configuration, including automation, routing rules, and configuration change management, and establish team guidelines for responsible AI/LLM use