Service Desk Manager

Global Lending Services LLC

. Provide first-level support for the GLS Service Desk .

Posted 9/18/2026full-timeGreenville • Arizona • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing first-level support for IT service desks, with a strong focus on problem resolution, user assistance, and team management. Proficient in Microsoft 365, networking protocols, and maintaining technical inventory while fostering collaboration and training within a geographically dispersed team.

Highest-signal resume keywords

First-Level SupportMicrosoft 365Networking ProtocolsTeam ManagementCustomer Service

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Problem ResolutionUser AssistanceTechnical Inventory ManagementKnowledge-Base DocumentationService Desk PoliciesSoftware TroubleshootingHardware TroubleshootingNetworking TroubleshootingOS InteractionPerformance Evaluations

Soft Skills

Strong Verbal CommunicationWritten CommunicationConflict ManagementInterpersonal SkillsOrganizational Skills

Certifications & Qualifications

Microsoft Technology AssociateCompTIA A+

Industry Keywords

Service DeskProblem Management DatabaseUser Assistance RequestsOnboardingTraining

About the role

Key responsibilities & impact

Provide first-level support for the GLS Service Desk
Work problem tickets and service requests
Evaluate, prioritize, resolve, and escalate user assistance requests
Triage and assign requests to team members
Investigate, diagnose, and resolve software, hardware, networking, and computer technology problems
Advise users on appropriate actions
Log and track work in a problem management database and maintain historical records
Build knowledge-base documentation to improve onboarding and training
Adhere to Service Desk policies, standards, and procedures
Update and maintain company technical inventory
Manage the team across geographically dispersed locations
Train and mentor Level 1 Service Desk employees
Manage staffing, performance evaluations, promotions, salary recommendations, and terminations
Set departmental goals and maintain daily employee schedules
Run daily reports to optimize workflow and ensure service-level expectations are met
Foster collaboration with associates and management
Organize an on-call rotation and participate in the senior on-call rotation for incident management
Perform additional assignments as required

Requirements

What you’ll need

A minimum of a bachelor’s degree is required
Minimum of 4 (four) years’ experience in a related IT field required
Microsoft Technology Associate or CompTIA A+ certification preferred
Working knowledge of networking protocols required
Working knowledge of hardware, software, network, OS interaction required
Experience with Microsoft 365 required
Ability to work well both independently and in a team environment
Skilled in providing customer service to technical and non-technical customers
Strong verbal and written communication skills
Ability to handle sensitive and confidential materials professionally
Capacity to quickly learn and adapt to rapid changes in the technical environment
Demonstrated ability to take initiative, identify needs, make recommendations, implement and evaluate improvements
Excellent interpersonal, conflict-management, judgment, confidentiality, and cross-functional partnership skills
Commitment to organizational core values and key competencies
Demonstrated ability to motivate and lead a team, including training, guidance, performance coaching and feedback
Excellent organizational skills and ability to manage multiple conflicting priorities
Demonstrated ability to establish and enhance processes to improve business results
Ability to think strategically and deliver tactically
Significant portions of daily assignments involve manual skills requiring motor coordination and finger dexterity
Ability to remain stationary up to 100% of the workday
Ability to constantly operate a computer and standard office equipment
Ability to perform sedentary to light physical effort, including sitting, walking, standing, and moving objects up to 10 pounds
Ability to view a computer terminal, read extensively, bend, and kneel

Benefits

Comp & perks

Competitive base pay and performance bonuses, dependent on role
Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability
401K with employer match and 100% immediate vesting
Paid Time Off (PTO) and paid company holidays
Paid Volunteer Time Off (VTO) annually
Tuition reimbursement
Parental leave
Business casual work environment