SERVICE DESK MANAGER

SERVICE DESK MANAGER
DEPARTMENT OF INNOVATION AND TECHNOLOGY
CITY OF WORCESTER

The City of Worcester is seeking qualified applicants for the position of Service Desk Manager for the Department of Innovation and Technology. The Service Desk Manager oversees the daily operations of the City’s IT Service Desk, which supervises the Service Desk Technicians and the IT Asset Manager. This position ensures the delivery of high-quality Tier 1 technical support, manages IT asset lifecycle, and is responsible for implementing Information Technology Infrastructure Library (ITIL) best practices, process improvement, and service enhancements. The Service Desk Manager ensures consistent, high-quality documentation for internal processes and self-service support, and leads initiatives to improve customer satisfaction and operational efficiency.

Bilingual applicants are encouraged to apply. 

ESSENTIAL ELEMENTS:

• Manage daily operations of the IT Service Desk, ensuring timely and effective resolution of incidents and service requests via phone, email, chat, and web portal.
• Supervise, mentor, and develop Service Desk Technicians and the IT Asset Manager.
• Oversee end-user field support at various City locations.
• Oversee IT asset lifecycle management, ensuring accurate tracking, reporting, and compliance.
• Implement and maintain ITIL-aligned processes for incident, request, and knowledge management.
• Use metrics and KPIs to monitor performance and identify areas for improvement, this includes review of all services, SLA adherence, and escalation for all services provided by the Department of Innovation and Technology.
• Lead initiatives to streamline workflows, reduce ticket volume, and improve service delivery.
• Evaluate and implement AI-driven tools to enhance service desk efficiency and user experience.
• Ensure creation and maintenance of high-quality, standardized documentation for internal IT processes and self-service support.
• Manage lifecycle of end-user devices, including MDM, imaging, deployment, maintenance, warranty and retirement.
• Develop and manage a customer satisfaction feedback program.
• Communicate effectively with end-users, department heads, and IT leadership regarding service status, outages, and improvements.
• Foster a culture of customer service excellence.
• Play a key leadership role in critical incident management.
• Make recommendations to the Director of IT Operations based on best practice, research, available tools, and organizational posture.
• Other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong understanding of ITIL-based service management.
• Experience with ITSM tools and reporting dashboards.
• Ability to analyze data and implement process improvements.
• Commitment to delivering exceptional customer service.
• Ability to establish and maintain effective communication and collaborative working relationships with co-workers and diverse groups.
• Strong leadership and interpersonal skills.
• Strong written and verbal communication skills.
• Ability to supervise, mentor, develop staff to effectively enhance individual performance and team success.
• Proficiency in Microsoft Office Suite
• Regular onsite attendance is required.
• Proficiency in asset management and documentation standards.

 MINIMUM REQUIREMENTS:

• Bachelor’s degree in information technology, computer science, or related field; OR;
• An equivalent combination of education, training and ten (10) years of experience which provide the required knowledge, skills and abilities to perform the required duties of the position will be considered in lieu of the above-mentioned requirements.
• Eight (8) years of IT technical and customer support experience
• Two (2) years in as a Service Desk Manager or similar role
• Experience monitoring and managing Service Desk metrics
• ITIL Foundation certification required
• Excellent written and verbal communication skills
• Two (2) years of experience managing laptop, desktop, and mobile device lifecycle
• Valid driver’s license and access to reliable transportation

 PREFERRED REQUIREMENTS:

• Five (5) years of experience leading a service desk function supporting 1,000+ end-users
• Five (5) years of experience leading a service desk in a complex multi-domain organization with diverse regulatory requirements (e.g. Public Safety, Tax Collection and Public Utility or Corporate Office, Manufacturing, and Distribution)
• ITIL Managing Professional Certification in past 5 years
• Experience implementing or managing AI tools in a service desk environment
• Additional certifications (e.g., CompTIA A+, HDI-SDSM, Microsoft, Cisco)
• Strong documentation and knowledge management practices

SALARY RANGE: $100,036 - $132,137 annually, full-time, exempt, with an excellent benefits package.

To apply, please visit: www.worcesterma.gov/employment  or send resume and cover letter to: City of Worcester, 455 Main Street, Room 109, Worcester, MA 01608. OPEN UNTIL FILLED, applications received prior to or on FRIDAY, APRIL 3, 2026, will receive preference. Preference is given to Worcester residents. The City of Worcester is an equal opportunity, affirmative action employer. Women, minorities, people with disabilities and protected veterans are encouraged to apply. Direct inquiries to: City Hall, Human Resources, Room 109, 508-799-1030, Hiring@worcesterma.gov.