Service Desk Manager

<p><span style="font-family: georgia, palatino, serif; font-size: 12pt;">Make a difference with us! At Alliance Defending Freedom, we believe God has brought you here for His purpose—to stand for truth and defend the God-given right to live and speak it. Together, we protect religious freedom, free speech, the sanctity of life, marriage and family, and parental rights. Review our <a href="https://adflegal.org/about-us/careers/statement-of-faith/" target="_blank">Statement of Faith</a> to ensure we’re a fit for you.</span></p> <p><span style="font-family: georgia, palatino, serif; color: rgb(35, 111, 161); font-size: 12pt;"><strong><span style="color: rgb(0, 48, 87);">Locations:</span> </strong><span style="color: rgb(0, 0, 0);">Scottsdale, AZ / Lansdowne, VA / Dallas, TX</span></span></p> <p><span style="font-family: georgia, palatino, serif; color: rgb(0, 48, 87); font-size: 12pt;"><strong>Team Overview</strong></span></p> <p><span style="font-family: georgia, palatino, serif; font-size: 12pt;">In this role, you are responsible for managing the Service Desk function and IT Support team across our US and international offices. Our Service Desk team diagnoses, tracks, and resolves Tier 1 & 2 technical issues for the ministry staff, and escalates advanced technical support issues to Security, Infrastructure, and Engineering teams to address. </span></p> <p><span style="font-family: georgia, palatino, serif; font-size: 12pt;">The ideal candidate is someone who excels at leading dispersed teams and isn't afraid to be hands-on tackling tickets alongside the team. You are passionate about providing excellent customer service to staff members, radiating Christ's character in all interactions. Lastly you are up for the challenge of moving the Service Desk from a reactionary IT function to a strategic department by driving innovation and process improvements.</span></p> <p><span style="font-family: georgia, palatino, serif; color: rgb(0, 48, 87); font-size: 12pt;"><strong>Key Responsibilities</strong></span></p> <ul> <li style="font-family: georgia, palatino, serif; font-size: 12pt;"><span style="font-family: georgia, palatino, serif; font-size: 12pt;">Manage and oversee a team of Technical Support Specialists, ensuring the Service Desk team is meeting stated service level agreements (SLAs) with excellence across the organization.</span></li> <li style="font-family: georgia, palatino, serif; font-size: 12pt;"><span style="font-family: georgia, palatino, serif; font-size: 12pt;">Analyze Service Desk activities and develop tools and process improvements to optimize service and team performance, including daily, weekly, and monthly reports on Service Desk productivity.</span></li> <li style="font-family: georgia, palatino, serif; font-size: 12pt;"><span style="font-family: georgia, palatino, serif; font-size: 12pt;">Be the key driver in supporting the ITSM framework and champion Continuous Improvement.</span></li> <li style="font-family: georgia, palatino, serif; font-size: 12pt;"><span style="font-family: georgia, palatino, serif; font-size: 12pt;">Responsible for escalation and follow-up of Service Desk tickets, working to reduce or eliminate recurring tickets.</span></li> <li style="font-family: georgia, palatino, serif; font-size: 12pt;"><span style="font-family: georgia, palatino, serif; font-size: 12pt;">Perform a high level of local support for onsite personnel as well as remote support using remote control tools. Supported platforms include all ministry software, hardware, and network systems.</span></li> <li style="font-family: georgia, palatino, serif; font-size: 12pt;"><span style="font-family: georgia, palatino, serif; font-size: 12pt;">Coordinate with Team Leads, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies.</span></li> <li style="font-family: georgia, palatino, serif; font-size: 12pt;"><span style="font-size: 12pt;"><span style="font-family: georgia, palatino, serif;">Determine the root cause of problems and identify workarounds or permanent fixes, e</span><span style="font-family: georgia, palatino, serif;">nsure workarounds and permanent fixes are documented and communicated.</span></span></li> <li style="font-family: georgia, palatino, serif; font-size: 12pt;"><span style="font-family: georgia, palatino, serif; font-size: 12pt;">Ensure effective and prompt communication throughout the process of all Service Desk cases.</span></li> <li style="font-family: georgia, palatino, serif; font-size: 12pt;"><span style="font-family: georgia, palatino, serif; font-size: 12pt;">Manage and track inventory for assets (PCs, phones, Macs, iPads, etc.) and consumables (cameras, keyboard/mouse, monitors, etc.)</span></li> <li style="font-family: georgia, palatino, serif; font-size: 12pt;"><span style="font-family: georgia, palatino, serif; font-size: 12pt;">Ensure inventory levels (min/max) are being kept and updated per location, and update those levels as needed.</span></li> <li style="font-family: georgia, palatino, serif; font-size: 12pt;"><span style="font-family: georgia, palatino, serif; font-size: 12pt;">Create, update, and enforce the use of standard operating procedures and policies by all team members.</span></li> <li style="font-family: georgia, palatino, serif; font-size: 12pt;"><span style="font-family: georgia, palatino, serif; font-size: 12pt;">Leverage AI-assisted support tools and au