PURPOSE: The IT Service Desk Manager will oversee daily operations of the Service Desk, ensuring reliable and efficient IT support for approximately 250 users across four divisions. This role requires hands-on expertise with ManageEngine Service Desk Plus, leadership in ITIL-based service delivery, and broad technical knowledge spanning Microsoft environments, Dell hardware, RingCentral telephony, and various peripheral technologies. The ideal candidate is a proactive problem solver who can manage a team, implement best practices, and continuously improve service quality.
**This is an on-site only role in our HQ in Clarence, NY**
Pay Range: $80 - 90K
ESSENTIAL FUNCTIONS:
-
LMA - leads, manages and holds accountable all direct reports
- Actively participates in the vetting, selection and onboarding process
- Trains & mentors IT Operations, Infrastructure and Cybersecurity staff
- Conducts regular coaching (formal and JIT)
- Conducts performance reviews and facilitates disciplinary actions as necessary
- Manage and lead the IT Service Desk team, ensuring timely resolution of incidents and service requests.
- Administer and optimize ManageEngine Service Desk Plus for ticketing, workflows, and reporting.
- Ensure service operations align with ITIL principles (incident, request, problem, and change management).
- Oversee support for all IT systems, including:
- Microsoft Windows OS, Office 365, Active Directory, Exchange, Teams, and related software
- Dell desktops, laptops, and accessories
- RingCentral phone systems
- Apple iPads
- Zebra label printers
- Multifunction copiers and scanners
- Act as primary escalation point for complex technical issues.
- Maintain IT documentation, knowledge base, and standard operating procedures.
- Track metrics, analyze trends, and provide regular reports to leadership on service performance and user satisfaction.
- Coordinate with vendors and third-party providers for system maintenance and issue resolution.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent combination of certifications and experience.
- 3–5 years of progressive IT support experience, with at least 2 years in a leadership or supervisory capacity.
- Strong knowledge of ITIL principles and service management frameworks.
- Hands-on experience with ManageEngine Service Desk Plus.
- Proficiency with Microsoft Windows, Office 365, Active Directory, and endpoint management.
- Familiarity with Dell hardware, RingCentral, iOS/iPads, and business peripherals.
- Excellent troubleshooting, problem-solving, and communication skills.
- Ability to manage multiple priorities and support a distributed workforce across multiple divisions.
- Strong written and oral communication skills; showing professionalism and attention to detail
- Valid driver license and ability to travel to other Seal & Design facilities
- U.S. citizenship
Preferred Certifications
- ITIL Foundation Certification or equivalent proficiency
- Microsoft Certified: Modern Desktop Administrator Associate (or higher)
- CompTIA certifications (A+, Network+, Security+) or equivalent proficiency
- ManageEngine or equivalent ITSM tool certifications
Benefits
Seal & Design rewards our engaged and talented team with competitive salaries and generous, comprehensive benefit packages which include:
- Medical/Dental/Vision Plans
- 401(k) and profit sharing
- Paid Time Off
- Bonuses
- Paid Holidays
- Life Insurance
- Yearly Performance Reviews
