IT Service Desk Manager

<strong>Why N-able</strong><br><br><p style="margin: 0px;"><span style="font-size: 10pt; font-family: verdana, geneva;" data-olk-copy-source="MessageBody">At N-able, we’re not just helping businesses be secure —we’re redefining what it means to be cyber resilient. Our end-to-end platform blends AI-powered capabilities and flexible tech stacks, so customers can manage, secure, and recover with confidence. But the real power behind it all? Our people. We’re a global crew of N-ablites, who love solving complex problems, sharing knowledge, and delivering solutions that actually make a difference. If you're into meaningful work, fast growth, and a team that’s got your back, you’ll be surrounded by people who believe in what they do—and in you.</span></p><p style="margin: 0px;"> </p><p style="margin: 0px;"><span style="font-size: 10pt; font-family: verdana, geneva;">You will be responsibile for leading and overseeing the Service Desk team, ensuring the delivery of high-</span><span style="font-size: 10pt; font-family: verdana, geneva;">quality technical support services to all users. This role involves managing the day-to-day </span><span style="font-size: 10pt; font-family: verdana, geneva;">operations of the Service Desk, implementing best practices, developing and mentoring team </span><span style="font-size: 10pt; font-family: verdana, geneva;">members, and working closely with other IT departments to ensure a seamless support v</span><span style="font-size: 10pt; font-family: verdana, geneva;">experience.</span></p> <br><strong>What You'll Do</strong><br><br><ul><li><span style="font-size: 10pt; font-family: verdana, geneva;">Collaborate closely between IT and the business to integrate highly valued IT services and solutions.</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva;">Provide matrix accountability throughout IT.</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva;">Drive continuous service improvement by monitoring the critical service level KPIs.</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva;">Fosters data-driven conversations around your organization.</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva;">Drive cross-site initiatives and projects within IT. Develop an environment that fosters a high-performance and innovative organization.</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva;">Manage the Service Desk function including staff assignments, shift coverage, performance monitoring, reporting, and providing direction in prioritizing activities.</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva;">Responsible for the ongoing mentoring, training, and performance output of the Service Desk team.</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva;">Meet with business group employees and managers on an ongoing basis to collect feedback to improve services and support and keep customers informed of any changes that impact the employee base.</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva;">Maintain and enhance enterprise Incident Management, Problem Management, Knowledge Management, and Service Request processes.</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva;">Strong executive presence, with the ability to coordinate, communicate, and manage at all levels in the organization.</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva;">Exceptional customer relationship skills with experience managing and developing technical staff and teams.</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva;">Organize and deliver remote site services for corporate events including yearly meetings, significant off-sites</span></li></ul> <br><strong>What You'll Bring</strong><br><br><ul><li><span style="font-size: 10pt; font-family: verdana, geneva;">3+ Years of people management or team lead experience</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva;">Strong organization skills</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva;">Customer advocate and relentless passion to solve issues quickly</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva;">Broad knowledge in the following areas: desktop PC, administration, email administration,Microsoft productivity tools, Atlassian Suite, and telecommunications</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva;">Strong analysis capabilities and skills in structured problem -solving</span></li></ul> <br><strong>Purple Perks</strong><br><br><ul><li><span style="font-size: 10pt; font-family: verdana, geneva; color: black;">Medical, dental and vision coverage</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva; color: black;">Generous PTO and observed holidays</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva; color: black;">2 Paid VoluNteer Days per year</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva; color: black;">Employee Stock Purchase Program </span></li><li><span style="font-size: 10pt; font-family: verdana, geneva; color: black;">FuN-raising opportunities as part of our giving program </span></li><li><span style="font-size: 10pt; font-family: verdana, geneva; color: black;">N-ablite Learning – custom learning experience as part of our investment in you </span></li><li><span style="font-size: 10pt; font-family: verdana, geneva; color: black;">The Way We Work – our hybrid working model based on trust and flexibility</span></li></ul> <br><strong>About N-able</strong><br><br><p style="margin: 0px;"><span style="font-family: verdana, geneva; font-size: 10pt;">At <a href="https://www.n-able.com/" target="_blank" rel="noopener">N-able</a>, our mission is to protect businesses against evolving cyberthreats with an end-to-end cyber resilience platform to manage, secure, and recover. Our scalable technology infrastructure includes AI-powered capabilities, market-leading third-party integrations, and the flexibility to employ technologies of choice—to transform workflows and deliver critical security outcomes. Our partner-first approach combines our products with experts, training, and peer-led events that empower our customers to be secure, resilient, and successful.</span></p><p style="margin: 0px;"> </p><p style="margin: 0px;"><span style="font-size: 10pt;">#LI-SW1</span></p><p style="margin: 0px;"><span style="font-size: 10pt;">#LI-Hybrid</span></p>