Director, Service Desk Manager

Teach For America

. Manage Teach For America’s Service Desk, including level 1 and 2 technical support agents .

Posted 10/14/2026full-timeRemote • United StatesLead💰 $74,300 - $115,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing IT Service Desk operations, including team leadership, process improvement, and technical support for Windows and Mac environments. Proficient in utilizing service management tools and ITIL principles to enhance service delivery and customer satisfaction.

Highest-signal resume keywords

IT Help Desk ManagementTechnical Support ExperienceService Management ToolsITIL Incident ManagementPerformance Improvement

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical SupportWindows SupportMac SupportService ManagementMetrics GenerationProcess ImprovementTroubleshootingDocumentationAutomation OpportunitiesCustomer Service

Soft Skills

Verbal CommunicationWritten CommunicationPlanningOrganizationProblem-Solving

Industry Keywords

Service DeskTechnical Support EnvironmentCustomer-Facing Knowledge BaseTeam Budget ManagementCross-Team Collaboration

About the role

Key responsibilities & impact

Manage Teach For America’s Service Desk, including level 1 and 2 technical support agents
Manage and develop Service Desk technicians to provide excellent technical support experiences
Manage day-to-day operations and the team budget
Develop the team’s long-term strategy
Establish clear processes and standards
Identify areas for improvement and provide metrics and documentation
Lead daily Service Desk operations and verify agents follow established processes and deliver quality service
Remove team roadblocks and maintain updated troubleshooting and operations knowledge resources
Interview, hire, and train new agents
Conduct performance reviews and performance improvement conversations
Assign learning and development opportunities, exercises, tasks, and stretch projects
Review Service Desk work and trends to identify process improvement and automation opportunities
Identify recurring incidents and address root causes to deflect tickets
Generate and present support-service health metrics to stakeholders
Build relationships with partner teams and participate in cross-team collaborations
Define new and updated service agreements with client teams
Investigate complex issues and collaborate with other teams
Confirm Service Desk standard operating procedures and customer-facing knowledge base articles are clearly documented

Requirements

What you’ll need

At least 4 years working in an IT technical support environment with heavy emphasis on quality customer service
1 to 3 years in IT Help Desk management and operations improvement
Excellent verbal and written communication skills
Planning, organization, analytical, and problem-solving skills
Technical support experience with Windows and Mac laptops and Microsoft’s suite of products
Holistic knowledge of technology products, services, and trends
Experience using service management tools to manage and track work and create metrics using dashboards and reports
Understanding of ITIL incident and request management principles
Ability to communicate with empathy and collaborate with others
Occasional weekend or evening work hours may be required
Must be able to travel for department or organizational events

Benefits

Comp & perks

Flexible/Remote work arrangement
Career development and learning opportunities
Occasional department or organizational events
Travel for department or organizational events averaging once per year