ServiceDesk Manager

ServiceDesk Manager

ID 2026-12490

Job Location : Location US-MA-Boston

Type Regular Full-Time

Category/Department IT

Salary Range $100,000.00 - 145,000.00

Salary Frequency Annually

Overview

The ServiceDesk Manager is responsible for leading Suffolk Construction's IT ServiceDesk organization, ensuring the delivery of exceptional end-user support, operational excellence, and customer-focused technology services across corporate offices, jobsites, and remote locations. This role oversees ServiceDesk analysts, support processes, service performance, knowledge management, asset visibility, and end-user experience initiatives. The ServiceDesk Manager serves as a key leader in driving continual service improvement, ServiceNow optimization, AI-enabled support capabilities, and operational efficiencies that support Suffolk's growing technology ecosystem. The ideal candidate combines strong leadership skills, ITIL-based service management expertise, and a passion for improving employee technology experiences while supporting critical construction, business, and collaboration platforms.

Responsibilities

ServiceDesk Leadership & Operations Lead, mentor, and develop a national team of IT ServiceDesk professionals. Establish performance expectations, service standards, goals, and development plans for ServiceDesk staff. Manage daily ServiceDesk operations to ensure timely resolution of incidents, requests, and escalations. Drive a customer-first culture focused on responsiveness, communication, accountability, and service excellence. Monitor staffing levels, workload distribution, and support coverage across offices and jobsites. Partner with regional IT teams to ensure consistent support experiences nationwide. Service Management & Process Improvement Own and continuously improve ITIL-aligned Incident, Request, Knowledge, Problem, and Major Incident Management processes. Establish and monitor Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and service metrics. Lead Problem Management activities to identify recurring issues and implement permanent resolutions. Develop and maintain escalation procedures and support workflows. Drive automation opportunities to reduce manual effort and improve resolution times. Implement continuous improvement initiatives based on support trends and business feedback. ServiceNow & Digital Workplace Enablement Partner with ServiceNow Engineering and Platform teams to optimize Incident Management, Request Management, the Service Catalog, Knowledge Management, Asset Management, CMDB, Change Management, and the Self-Service Portal. Leverage ServiceNow reporting,... For full info follow application link.

Suffolk Construction and Liberty Construction are equal opportunity employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, or any other characteristic protected by law.