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Technology Networks Job Listing for: IT Service Desk Manager

Job Department


Job Title

IT Service Desk Manager

Job Description

We are currently looking for a Service Desk Manager to join our team at LabX Media Group to oversee and manage our global service desk functions. The successful candidate would help deliver tier 2 application and general support and work with the tier 3 application support team when required. This candidate would be able to escalate support as necessary to ensure that issues are resolved in a timely manner. This candidate would work with an international team consisting of both remote and internal employees. This candidate would also be able to work with external clients and take direct phone conversations with end users. The candidate would be empowered to make purchasing decisions and purchasing approvals within budget range.

Why work for LabX Media Group?

Employee health matters! Comprehensive benefits, employee assistance programs, paid time off!

We have flexible work schedules! We want you to feel comfortable structuring your days in a way that works for you.

Comfortable workspace! Home or office - we want to foster collaboration, creativity, innovation. Therefore, making a flexible policy fits our diverse workforce.

We appreciate your hard work! Employee recognition, bonuses, career growth, and much more. Appreciation is highly important to the LabX Media Group’s culture.

We believe in work hard/play hard! We encourage team socials and our online “water-cooler” group chat with colleagues to step away from the day-to-day and have some laughs.

We believe in diversity and inclusion! Our open-door policy makes all employee inclusive partners and help prevent and remove systemic barriers.

We care about our community! Being a business in a small town, we give back to our community regularly through sponsorships, donations, and community involvement.



Manage and oversee a team of service desk and support administrators.
Respond to email and phone in a professional and timely manner.
Handle incoming service desk tickets and provide clients with updates.
Perform in-depth troubleshooting and escalate the most complex inquiries to the relevant senior support team.
Manage purchase requests from start to end with a responsibility of ensuring that the relevant approvals are obtained in a timely manner.
Management of Information Technology assets, inventory and associated reporting tools.
Manage and resolve assigned tickets by providing the best support solution given the client and business needs.
Investigate the root cause of issues by using all available tools to debug and isolate the issue.
Identify workarounds for issues and manage the application of those workarounds until a permanent solution is implemented.
Reference technical documentation and aid in building an internal knowledge base, identifying gaps in the knowledge base and working to fill them.
Work closely with business departments to ensure transparent communication and efficient issue resolution.
Develop regular reports to help the management team understand the health and quality of our platforms.
Manage and nurture a cohesive team.
Ensure there is a thorough understanding of the strategic vision for the service desk and work with management to set the long-term direction of the team.
Coordinate all relevant stakeholders, including the support desk team, customers and other teams that are involved in service desk operations.

Experience Requirements


Post-secondary degree or college diploma in Information Technology, though candidates with equivalent work experience will be considered.
Strong knowledge of JIRA. Foundational ITIL V3 or V4 certification and ticketing system knowledge is preferable.
5+ years of experience in technical support, B2B and SaaS products is preferable.
Incident Management experience in technical or web hosting environment is preferable
Experience inspecting and diagnosing web-applications, mobile applications.
Demonstrated experience as a leader of people, services and change in an Information Technology
Commitment and strong drive to push issues to resolution.
Solid understanding of computer hardware and accessories; must be able to spec out suitable solutions (including laptop and related purchases), make price vs performance/quality evaluations; managing team licensing and subscriptions
Excellent interpersonal skills and multitasking abilities.
Excellent written and verbal communication skills.
Positive attitude, empathy, and high energy.
Ability to multitask, take initiative and adapt under pressure.
Ability to maintain infrastructure would be an asset.

Date Posted


Job Type

Full Time

Working Hours

08:30 - 17:00

Working Location

Bull Lane Industrial Estate

Bull Ln

Long Melford

Sudbury CO10 0FD