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IT Service Desk Manager
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TeamSoft IT Solutions
La Crosse, WI (In Person)
Full-Time
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Job Description
IT Service Desk Manager - On Site Location La Crosse, WI OR Memphis, TN OR Latrobe, PA Onsite - 5 days/week Overview Lead and manage IT Service Desk operations across multiple locations. Responsible for service delivery, team leadership, incident management, and continuous improvement aligned with ITIL best practices . Key Responsibilities Lead and develop Service Desk team (multi-site) Define and track KPIs, SLAs, and performance metrics Manage 24/7 support coverage, scheduling, and on-call rotations Own incident, problem, and request management processes Drive root cause analysis and reduce recurring incidents Act as escalation point for critical issues Lead service delivery and IT support initiatives/projects Partner with Infrastructure, Applications, Security teams Ensure compliance with IT policies, security standards, audits Identify and implement process improvements and automation Maintain documentation, procedures, and standards Travel required Required Qualifications 5+ years IT Service Desk / End-User Support experience 2+ years leadership or management experience Strong knowledge of ITIL / Service Desk frameworks Experience with ticketing systems (ServiceNow, Remedy, Jira Service Management, Freshservice) Preferred ITIL v4 certification Experience in 24/7 multi-site environments Knowledge of Active Directory, Microsoft 365 Networking fundamentals Mobile Device Management (MDM) #LI-JH1 #INDTS Peoplelink LLC, a leader in the staffing industry for the past 33 years, continues our vision of 'linking' communities through employment. TeamSoft's dedication to the safety, health & well-being of our associates, clients and communities remains our #1 priority. TeamSoft is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at all levels of the organization.