IT Manager I

Overview

We’re seeking a skilled IT Service Desk Manager to lead Quest’s global IT Service Desk function. This role will oversee IT Service Desk support quality, drive service excellence, and support team performance across our IT Service Desk. You’ll be responsible for monitoring ticket quality, delivering actionable feedback, and partnering with leadership across the business to improve support standards and customer satisfaction. You’ll also provide daily guidance to a global team of Level 1 IT support staff while playing an active role in coaching and operational oversight.

Responsibilities

• Team Leadership: Lead, mentor, and manage the IT Service Desk Team to ensure optimal performance and professional growth.
• Service Management: Oversee daily service desk and service operations, ensuring timely and effective resolution of technical issues and requests.
• Customer Support: Serve as the escalation point for complex technical issues, incidents, and provide expert guidance and solutions.
• Process Improvement: Identify and implement improvements to service delivery and operational efficiency to enhance service quality.
• Technical Expertise: Maintain up-to-date knowledge of company systems, software, and hardware to effectively support the team and users.
• Reporting: Generate regular reports on service performance, customer feedback, and team metrics.
• Collaboration: Work closely with other departments to ensure seamless service integration and support.
• Schedule Management: Develop and manage the help desk team’s schedules to ensure adequate coverage and timely response to user requests. Coordinate shifts, manage time-off requests, and ensure balanced workloads.

Qualifications

• 10+ years of experience in a Help Desk, IT Support, or Service Desk environment; leadership experience strongly preferred.
• 3+ years of experience in a leadership role, global and multiple locations preferred.
• Solid understanding of IT Service Desk operations, ticketing systems, and support best practices (ServiceNow experience a plus).
• Understanding of the IT Service Management (ITSM) framework.

Strong leadership and team management skills, with a proven ability to deliver constructive feedback and guide performance improvement.

• Strong analytical, organizational, and documentation skills.
• Excellent communication, interpersonal, and written skills.
• Familiarity with tools, reporting dashboards, and knowledge base platforms. (SharePoint and Confluence are a plus)

Company Description 

At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration, to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now. 

We’re not the company that makes big promises. We’re the company that fulfills them. 

We’re Quest: Where Next Meets Now. 

Why work with us! 

• Life at Quest means collaborating with dedicated professionals with a passion for technology. 
• When we see something that could be improved, we get to work inventing the solution. 
• Our people demonstrate our winning culture through positive and meaningful relationship. 
• We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential. 
• Our team members’ health and wellness is our priority as well as rewarding them for their hard work. 

Quest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  

Come join us. For more information, visit us on the web at Quest Careers | Where next meets now. Join Quest.

Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com or @oneidentity.com