Smarsh - IT Service Desk Manager - ITSM Module

Who are we?

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications.

Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines.

Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc.

5000 list of fastest-growing American companies since 2008.

The IT Service Desk Manager leads the Service Desk team to ensure high-quality IT support services are delivered to internal users and stakeholders.

This role oversees incident management, request fulfillment, problem resolution, and overall user satisfaction with IT services.

The manager is responsible for shaping the service strategy, implementing best practices, and optimizing support operations through process improvements and technology enablement.

Essential Functions

Team Leadership & Management

- Supervise and mentor Service Desk staff, including analysts and technicians.

- Oversee staffing, scheduling, and training to ensure proper coverage and skill development.

- Conduct regular performance reviews and set development goals for team members.

Service Desk Operations

- Monitor service levels and KPIs such as First Contact Resolution (FCR), SLA compliance, and ticket

backlog.

- Ensure consistent incident, request, and problem management workflows using ITSM tools (e.

Continuous Improvement & Strategy :

- Develop and implement service improvement plans and automation strategies.

- Maintain knowledge base and self-service tools to empower end users.

Stakeholder Engagement :

- Collaborate with other IT departments (infrastructure, applications, cybersecurity) to resolve systemic issues.

- Communicate support trends, incidents, and performance metrics to senior management.

Compliance & Documentation :

- Maintain accurate records of incidents and resolutions for auditing and reporting purposes.

Supervisory Responsibility :

- Excellent customer service and communication skills.

- Analytical thinking and problem solving skills.

- Process orientation and attention to detail.

- Change management and organizational awareness.

Education and Expereince :

- 5+ years experience in IT Support, with at least 2 years in a supervisory or managerial role.

- Proven experience with macOS, jamf, Windows, Office 365 applications, MS Teams.

- Demonstrated excellent troubleshooting skills for hardware & software related issues.

- Strong knowledge of ITIL framework and service management best practices.

- Experience with ticketing and ITSM platforms (e.g , Jira, ServiceNow, Zendesk).

- Expert domain knowledge and technical skills.

- Ability to prepare & provide reports.

- Should be able to present papers to Sr. management.

- Strong organizational skills.

- Superb verbal and written communication skills.

- Experience managing remote or hybrid teams.

- Proficient in handling multiple tasks.

- Quick to identify, understand and provide resolution to issues.