Find work in the United States.

A simpler way to find your next job.

Jobs in the United States

25+ jobs

Save this search

Added just now
Charge Registered Nurse - RN
Fresenius Medical Care
Georgetown, SC
Complete Nurse's Technical Training Program/Water Quality Facility Training.
Added just now
FM
Registered Nurse Surgery Center
Fresenius Medical Care
Los Angeles, CA
- $25 to $68 USD / hour
…service philosophy. Adheres to the Organization Compliance Program, including following all regulatory and Organization policy…
Added just now
Dialysis Clinical Manager Registered Nurse - RN
Fresenius Medical Care
Lansing, MI
Training and advancement: You will enter our Clinical Leadership Program that creates and supports a culture of continuous learning for our managers. The curriculum will cover onboarding,…
Added just now
Dialysis Clinical Manager Registered Nurse - RN
BDT USA Bio-Med Appl of Michigan Inc
Lansing, MI
Training and advancement: You will enter our Clinical Leadership Program that creates and supports a culture of continuous learning for our managers. The curriculum will cover onboarding,…
Added just now
Charge Registered Nurse - RN
BSC USA Bio-Med Appl of S Carolina Inc
Georgetown, SC
Complete Nurse's Technical Training Program/Water Quality Facility Training.
Added just now
NU
Human Resources Coordinator
NRI USA LLC
Easton, PA
- $23 to $29 USD / hour
Under the direction of the People Experience Manager, the People Experience Coordinator will enable a culture of excellence through assisting with the administrative requirements of the…
Added just now
CE
Senior Technical Manager
Colliers Engineering & Design
Irvine, CA
- $159,400 to $194,600 USD / year
Colliers Engineering & Design is seeking a Senior Technical Manager to join our Civil/Site team in Irvine, CA! The Senior Technical Manager will apply engineering skills to execute design…
Added 1 min ago
Associate Director of Cybersecurity
FirstDay Foundation
San Antonio, TX
…person must be comfortable moving between strategic planning, technical investigation, and clear communication with both technical and non-technical…
Added 1 min ago
2027 Camp Facilities Technician 1
Under Canvas Inc.
Pigeon Forge, TN
…responsibilities may range from general maintenance tasks to more technical work involving mechanical, electrical, and plumbing…
Added 1 min ago
2027 Camp Facilities Technician 2
Under Canvas Inc.
Pigeon Forge, TN
…nature of work performed will vary from basic upkeep to more technical functions such as mechanical, electrical, and plumbing. This is a seasonal, hourly position that includes the option…
Added 2 mins ago
VI
Quality Inspector
VPT Inc
Blacksburg, VA
- $18.5 to $22.5 USD / hour
Associates degree or applicable Technical Program Certificate. Degree and/or certifications may be waived in lieu of experience.
Added 2 mins ago
TO
Senior Project Manager - Capital Projects
Town of Leesburg (VA)
Leesburg, VA
- $90,636 to $201,244 USD / year
…analytical, and research duties related to the Town’s Capital Project Program. The primary responsibilities of this position are to manage all technical and regulatory plan reviews to…
Added 2 mins ago
Data & AI Product Manager
Hyatt
Chicago, IL
The Product Manager will partner closely with business leaders and technical teams to enhance and scale Hyatt’s trusted, governed, and auditable Feasibility Product that helps Development…
Added 3 mins ago
Pharmacy Technician, Certified
Hy-Vee Inc
Mason City, IA
Compose original correspondence, follow technical manuals, and evaluate technical data
Added 3 mins ago
AA
Culinary Arts CTT Instructor (64115)
ADAMS AND ASSOCIATES INC
Laurel, MD
- $60,000 USD / year
…and sanitation, and professional standards leading to Career Technical Training completion and industry-recognized certifications. Provide comprehensive, individualized case management that…
Added 4 mins ago
Associate Director, Price to Win Analyst (Remote)
RTX
Remote, United States
U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.
Added 4 mins ago
Principal Specialist, Program Cost Controls Scheduler (Remote)
RTX
Remote, United States
The Strategic Communications group is seeking an experienced program planning professional to support our Strategic Communications portfolio. This position works collaboratively with the…
Added 4 mins ago
Sr. Manager, Supplier Performance
RTX
Remote, United States
…works closely with Mission Assurance, Engineering, Material Program Management, Procurement, Operations, and Program Management. The ideal candidate will draw from extensive operations,…
Added 4 mins ago
Senior Manager - Materials, Planning & SIOP (Onsite)
RTX
United States
U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.
Added 4 mins ago
VC
RECREATION LEADER - PART TIME
Village Center Community Development District
The Villages, FL
- Part-time
This position performs under the general direction of the Recreation Facilities Manager (RFM) or Recreation Area Manager (RAM). This position is responsible for ensuring the successful…
Added 5 mins ago
Customer Program Manager
AEye, Inc
Pleasanton, CA
Translate customer needs into clear, prioritized demand for engineering planning, in partnership with the Technical Program Manager.
Added 5 mins ago
Enterprise Account Manager - East
The ODP Group
Boca Raton, FL
The Enterprise Account Manager is responsible for growing and servicing strategic national and enterprise accounts, including Fortune 500/1000 customers, by increasing account penetration,…
Added 5 mins ago
National Account Manager - Healthcare/Buying Groups/GPO
The ODP Group
Boca Raton, FL
The National Account Manager position at ODP Business Solutions has two primary objectives: retaining existing business and driving increased profitability across the assigned book of…
Added 5 mins ago
Project Engineer-Electrical
McKim & Creed, Inc.
Pittsburgh, PA · Berkeley Lake, GA · Atlanta, GA
…Corners or in Pittsburgh, PA. In this role you will provide technical and design services as part of a multi-discipline project team on projects in the DER group for renewable energy…
Added 6 mins ago
Senior Engineering Manager, Platform Engineering
SpyCloud
Remote, United States
We are looking for a Senior Engineering Manager, Platform Engineering to lead our core platform team. Our product engineering teams are stream-aligned, each owning a slice of SpyCloud’s…

Suffolk

ServiceDesk Manager

Boston, MA, United States

Apply About employer

Applications open in a new tab.

Job details

Apply by: Nov 5, 2027
Posting language: English
Posted: Nov 5, 2024

Original job description

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, dashboards, and analytics to improve operational performance.
Support the implementation of AI-driven support capabilities, virtual agents, workflow automation, and self-service initiatives.

Enterprise and Productivity Application Support

Ensure the ServiceDesk effectively supports and triages issues for key Suffolk platforms, including Microsoft 365, Microsoft Teams, SharePoint Online, OneDrive, ServiceNow, Bluebeam, Oracle applications, DocuSign, Miro, Zoom, Okta, PrinterLogic, and other Suffolk technology platforms.
Collaborate with business application owners and technical support teams to drive service quality and issue resolution.

Knowledge Management & User Experience

Foster adoption and curation of the ServiceDesk Knowledge Base.
Drive creation and maintenance of SOPs, troubleshooting documentation, job aids, and support articles.
Expand self-service capabilities that improve user adoption and issue resolution.
Analyze user feedback and CSAT scores to identify opportunities for service improvement.
Champion employee experience initiatives focused on productivity and technology adoption.

Reporting & Analytics

Develop and maintain executive reporting for SLA performance, mean time to resolution, first-contact resolution, ticket volume trends, CSAT, knowledge base utilization, asset metrics, service adoption, and automation opportunities.
Provide regular operational reviews and service improvement recommendations to IT leadership.

Qualifications

Required

Bachelor's degree in information technology, Business, or a related field.
Five or more years of ServiceDesk or IT Support leadership experience.
Eight or more years of progressive IT support and service management experience.
Experience managing enterprise support teams in complex, multi-site organizations.
Experience with ServiceNow, Microsoft 365, ITSM platforms, Knowledge Management, Asset Management, vendor management, and enterprise endpoint support, including Windows 11, macOS, iOS, and Okta identity.
Strong understanding of the ITIL framework, Incident Management, Problem Management, Change Management, and service delivery best practices.

Preferred

ITIL Foundation or ITIL Managing Professional certification.
Experience supporting construction, engineering, or project-based organizations.
Experience with AI-powered ServiceDesk technologies and workflow automation.
Experience leading digital workplace transformation initiatives.

Success Measures

Deliver consistent SLA attainment.
Improve employee satisfaction with IT services.
Increase first-contact resolution rates.
Reduce recurring incidents through effective Problem Management.
Expand knowledge base adoption and self-service capabilities.
Improve ServiceNow data quality and reporting.
Reduce support costs through automation and process optimization.
Maintain strong relationships with business stakeholders nationwide.
Help transform the ServiceDesk from a reactive support organization into a proactive, strategic value center.

Working Conditions

While performing the duties of this job, the employee is regularly required to sit for long periods of time; talk or hear; perform fine motor, hand and finger skills in the use of a keyboard, telephone, or writing. The employee is frequently required to stands; walk; and reach with arms and/or hands. Specific vision abilities include close vision, distance vision, depth perception and the ability to adjust focus. The employee will spend their time in an office environment with a quiet to moderate noise level. Job site walking.

EEO Statement

Suffolk provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, pregnancy or maternity, national origin, citizenship, genetic information, disability, protected veteran, gender identity, age or any other status protected by law. This policy applies to recruiting, hiring, transfers, promotions, terminations, compensation, benefits, and all other terms and conditions of employment. Suffolk will not tolerate any unlawful discrimination toward, or harassment of, applicants or employees by anyone at Suffolk, or anyone working on behalf of Suffolk.

Compensation Information

Where required by law, pay ranges can be found in Suffolk's job postings. Base Salary for this position is just one component of Suffolk’s total rewards package for employees. Actual salaries may be based on several factors including, but not limited to, a candidate's skill set, experience, education and other qualifications. Suffolk offers a comprehensive benefits package as part of its overall total rewards strategy. Salary ranges are reviewed regularly to reflect market trends.

About Suffolk

Suffolk is a national enterprise that builds, innovates, and invests. We provide value across the entire project lifecycle through our core construction management services and complementary business lines in real estate investment, design, self-perform construction, and technology start-up investment (Suffolk Technologies). By integrating data, artificial intelligence, and advanced technology through our Seamless Platform, we connect design, construction, and operations to deliver smarter, more predictable results and redefine how America builds.

Suffolk – America’s Contractor – is a national company with more than $13 billion in annual revenue, 3,000 employees, and 17 offices, including Boston (headquarters), New York City, Miami, West Palm Beach, Tampa, Estero, Dallas, Los Angeles, San Francisco, San Diego, Las Vegas, Herndon, U.S. Virgin Islands, and other key markets. Suffolk manages some of the most complex and transformative projects in the country, serving clients across healthcare, life sciences, education, gaming, aviation, transportation, government, mission critical, and commercial sectors. Suffolk is privately held and is led by founder, chairman and CEO John Fish. Suffolk is ranked #8 on ENR’s list of “Top CM-at-Risk Contractors.” For more information, visit www.suffolk.com and follow Suffolk on Facebook, Twitter, LinkedIn, YouTube, and Instagram.

At Suffolk, we believe that our total rewards program should offer you and your family the support you need when it matters most. That’s why we have created a program that provides employees with access to a wide variety of options that can be personalized to support you and your loved ones physically, emotionally, and financially.

Benefits include, competitive salaries, auto allowances and gas cards for certain roles, access to market leading medical and emotional and mental health benefits, dental, and vision insurance plans, virtual care options for physical therapy and primary care, generous paid time off, 401k plan with employer match and access to expert financial resources, company paid and voluntary life insurance, tax deferred savings accounts, 10 backup daycare days each year, short- and long-term disability, commuter benefits and more.? For more information, click?here.

Apply About employer

More about this job

Skills

ServiceNow
Leadership
ITIL
Communication skills
Monitor customer service
Process improvement
Change management
Reporting
Workflow
Microsoft 365
Microsoft Teams
Microsoft SharePoint
Bluebeam
Oracle
Miro
Zoom
Technical support
Troubleshooting
Documentation
Computer technology
IT service management
Vendor management
Microsoft Windows
Apple macOS
Tolerate sitting for long periods
Recruitment

Report this job