Service Desk Manager

Description

Prelude Services is a Managed Service Provider that has delivered innovative and secure IT services for 28 years. Prelude offers the following IT services:

• Outsourcing
• Cloud Computing
• 24x7 Service Desk
• Network Management
• Hardware and Software Support
• HIPAA IT Risk Assessment and Security Management Services
• Enterprise Reporting and Dashboards
  
  

Location

Prelude's corporate office is located in Mechanicsburg, PA. This position is fully remote for applicants currently living in and authorized to work in the United States.

Position Summary

The Service Desk Manager leads and oversees daily service desk operations, ensuring high-quality technical support and exceptional customer service for end users. This role is responsible for managing a multi-tiered helpdesk team, prioritizing and resolving support requests, and maintaining efficient processes for ticket tracking, escalation, and resolution.

This position plays a key leadership role in fostering a collaborative, high-performing team environment by coaching, mentoring, and developing staff while promoting strong customer service standards. The Service Desk Manager drives continuous improvement through training, cross-training initiatives, and documentation to strengthen the team’s knowledge base and service delivery capabilities.

In addition, the role is accountable for monitoring service desk performance, analyzing trends, managing reporting systems, and ensuring service levels are met. The Service Desk Manager works cross-functionally with internal departments and clients to support business goals, enhance communication, and ensure seamless service delivery.

This role is an opportunity to shape and lead a critical support function, influence customer experience, and drive operational excellence within a dynamic and collaborative environment.

Essential Functions

• Fosters teamwork: Builds effective team committed to organizational goals and values; fosters collaboration among team members and among teams; uses teams to address relevant customer service issues.
• Motivates others: Encourages and empowers others to achieve; creates enthusiasm and a desire to excel. Initiates or suggests plans to motivate workers to achieve work goals.
• Help establish and stabilize a Service desk team who are committed to long-term positions within Service desk.
• Reviews and evaluates helpdesk staff on yearly bases.
• Establishes or adjusts work procedures to meet production schedules.
• Keeps informed on new developments, methods, and techniques in related technology fields.
• Keeps the COO informed of progress, problems, and issues.
• Manages the problem management process by being responsible for the prioritization and timely resolution of all problems submitted to the Service Desk.
• Maintains and encourages open communication between all Prelude departments.
• Interacts cooperatively with management, staff, clients, residents, families, visitors and other client staff.
• Monitors and reviews Service desk calls and tickets and identifies trends.

Interested in remote work opportunities in Development & Programming? Discover Development & Programming Remote Jobs featuring exclusive positions from top companies that offer flexible work arrangements.

• Coaches and develops others: gives timely, specific feedback and helpful coaching; provides challenging assignments and opportunities for development.
• Provides direction: fosters the development of a common vision; provides clear direction and priorities; clarifies roles and responsibilities.
• Provides relevant information to clients to facilitate Service desk process.
• Supervises Knowledge Base and Service desk training documentation.
• Training: Establish and maintain a training and cross-training process for all Service desk members and ticketing system training for all new Prelude staff.
• Helps establish and maintain a communication network between all Prelude departments to provide constant feedback to and from the Service desk.
• Establishes plans and manages execution: develops short- and long-range plans that are appropriately comprehensive, realistic, and effective in meeting goals; assigns responsibilities; delegates and empowers others; coordinates work efforts when necessary, monitors progress.
• Participates in disaster recovery documentation and implementation.
• Available 24x7 for all Service Desk on call staff.
• Maintain On-Call calendar for all groups, and works with answering service to improve processes.
• Manage helpdesk schedule, including PTO, Out of Office and approving time cards.
• Serves as Administrator for the Helpdesk ticketing software and ACD system.
• Reviews all missed SLA tickets and updates client scorecards as needed.
• Assumes responsibly and follows through on mission critical issues, includes sending Prelude Administrator emails and updating the portal News page.
  
  

Requirements

• Minimum of five years of related Service Desk experience; which includes a minimum of 2 years of Service Desk supervision and training experience.
• Some technical education/certification or related job experience.
• Strong focus on end-user service and satisfaction.
• Strong customer service skills and ability to relate to customer and follow through with service request.
• Effective written and oral communication skills and problem resolution skills.
• Strong knowledge of technology supported by the company.
• Effective leadership and team building skills.
• Strong understanding of business impact of technology on profitability and client satisfaction.
• Travel to client locations may be required.
• Maintains confidentiality of client and company information and has a strong understanding of HIPAA regulations and guidelines.
  
  

Our Benefits

Ranked a "Best Place to Work in PA" (2025, 2024, 2023, 2022, 2020, 2017), we offer a wide range of benefits to our employees which you are eligible for the first of the month after your date of hire:

• Medical, Dental, and Vision Insurance
• Health Savings Account (with match)
• 401k (with match),
• Company-paid Long-Term Disability, Short-Term Disability, and Life Insurance
  
  

Other great perks Prelude offers include (in no particular order):

• Mileage reimbursement
• Casual dress
• 6 paid holidays
• Unsick Day
• $400 technology stipend (one time upon hire)
• Cell phone stipend for applicable positions
• Company-provided laptop and dock
• Quarterly company meetings
• Pet insurance
• Supplemental voluntary life insurance
• Access to a robust Employee Assistance Program
• Fun remote and in person events
• Certification and Training Programs
• Two PTO Cash Out days annually
• Generous PTO. You can accrue 20 days of PTO your first year!
  
  

Prelude's great company culture is guided by our core values: Innovation, Integrity, Collaboration, and Customer Focus.

Prelude Services is committed to creating a diverse environment and is proud to be an equal opportunity employer.

What To Expect

Following review of your application, you may be selected for a 30-minute Teams video interview with HR.