Service Desk & End User Support Manager

Strata Decision Technology is seeking an IT Service Desk Manager to lead their Service Desk and End-User Support functions. This role focuses on operational excellence, innovation, and an AI-first approach to IT services. The Manager will define processes, lead a team, and ensure alignment with business goals and drive AI-first transformation within the organization.

Requirements

• 7+ years of experience in IT Support, End-User Services, or ITSM functions.
• 4+ years of experience in a managerial role.
• Experience designing and scaling internal support processes with measurable outcomes.
• Deep understanding of ITIL, SLA/OLA frameworks, and helpdesk platforms (e.g., Jira Service Management, ServiceNow).

Benefits

• Retirement benefits
• Health and welfare benefits
• Paid time off
• Parental leave
• Life and accident insurance
• Voluntary and well-being benefits