Enterprise Service Desk Manager
@ Stratus

Hybrid
$103,000
Hybrid
Full Time
Posted 2 days ago

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Job Details

About the Enterprise Service Desk Manager Role

Stratus, the market leader in brand implementation and maintenance, is looking for an experienced Enterprise Service Desk Manager. This role is essential for ensuring seamless end-user IT support across the organization by leading a high-performing team and implementing ITIL best practices.

Key Responsibilities

Leadership & Strategy: Build, mentor, and manage the Service Desk team, define vision and strategy, set performance goals, and drive a customer-first culture.

Service Delivery & Operations: Oversee daily operations, manage service desk tools, implement ITIL-based processes, and ensure service availability across multiple time zones.

Process Improvement & Innovation: Analyze incident trends, champion automation and self-service, integrate emerging technologies, and enhance the feedback loop.

Stakeholder Management: Act as the point of contact for business leaders and provide performance reports and improvement plans.

Qualifications

  • Bachelor’s degree in IT, Computer Science, or related field (advanced degree is a plus).
  • 7+ years of progressive IT support experience with 3+ years in management.
  • Experience with enterprise-scale service desk teams and multi-site environments.
  • ITIL v3/v4 certification preferred and experience with platforms like ServiceNow, Jira Service Management, BMC Remedy, Freshservice, or IFS Assyst.
  • Strong leadership, communication, analytical, and stakeholder management skills.

Travel Requirements

This role requires travel for in-person interactions with customers, field partners, and business stakeholders. All travel must be pre-approved.

Why Work With Us

  • Supportive & friendly culture.
  • Manage national accounts including Fortune 500 companies.
  • Comprehensive benefits: medical, dental, vision, 401k, and more.
  • Career growth opportunities and mapping.
  • Additional perks including pet insurance and educational assistance.

Key skills/competency

  • ITIL
  • Service Desk
  • Leadership
  • Stakeholder Management
  • Incident Management
  • Process Improvement
  • Automation
  • Communication
  • Team Building
  • Analytical

How to Get Hired at Stratus

🎯 Tips for Getting Hired

  • Research Stratus's culture: Study their mission and recent news.
  • Tailor your resume: Highlight ITIL and leadership experience.
  • Emphasize technical skills: Showcase service desk platform expertise.
  • Prepare for interviews: Be ready to discuss process improvements.

📝 Interview Preparation Advice

Technical Preparation

Review ITIL frameworks and service desk platforms.
Practice incident management scenarios and report generation.
Study emerging technologies in IT support.
Enhance skills in service desk automation tools.

Behavioral Questions

Describe a challenging leadership situation handled.
Explain your teamwork strategy in crisis.
Discuss managing conflicts among team members.
Share an experience with process improvement.

Frequently Asked Questions