Service Desk Manager at Alliance Defending Freedom

<p><span style="font-family: georgia, palatino, serif;">Make a difference with us! At Alliance Defending Freedom, we believe God has brought you here for His purpose—to stand for truth and defend the God-given right to live and speak it. Together, we protect religious freedom, free speech, the sanctity of life, marriage and family, and parental rights. Review our <a href="https://adflegal.org/about-us/careers/statement-of-faith/" target="_blank">Statement of Faith</a> to ensure we’re a fit for you.</span></p> <p><span style="font-family: georgia, palatino, serif; color: rgb(35, 111, 161);"><strong><span style="color: rgb(0, 48, 87);">Locations:</span> </strong><span style="color: rgb(0, 0, 0);">Scottsdale, AZ / Lansdowne, VA / Dallas, TX</span></span></p> <p><span style="font-family: georgia, palatino, serif; color: rgb(0, 48, 87);"><strong>Team Overview</strong></span></p> <p><span style="font-family: georgia, palatino, serif;">In this role, you are responsible for managing the Service Desk function and IT Support team across our US and international offices. Our Service Desk team diagnoses, tracks, and resolves Tier 1 &amp; 2 technical issues for the ministry staff, and escalates advanced technical support issues to Security, Infrastructure, and Engineering teams to address. </span></p> <p><span style="font-family: georgia, palatino, serif;">The ideal candidate is someone who excels at leading dispersed teams and isn't afraid to be hands-on tackling tickets alongside the team. You are passionate about providing excellent customer service to staff members, radiating Christ's character in all interactions. Lastly you are up for the challenge of moving the Service Desk from a reactionary IT function to a strategic department by driving innovation and process improvements.</span></p> <p><span style="font-family: georgia, palatino, serif; color: rgb(0, 48, 87);"><strong>Key Responsibilities</strong></span></p> <ul> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Manage and oversee a team of Technical Support Specialists, ensuring the Service Desk team is meeting stated service level agreements (SLAs) with excellence across the organization.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Analyze Service Desk activities and develop tools and process improvements to optimize service and team performance, including daily, weekly, and monthly reports on Service Desk productivity.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Be the key driver in supporting the ITSM framework and champion Continuous Improvement.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Responsible for escalation and follow-up of Service Desk tickets, working to reduce or eliminate recurring tickets.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Perform a high level of local support for onsite personnel as well as remote support using remote control tools. Supported platforms include all ministry software, hardware, and network systems.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Coordinate with Team Leads, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Determine the root cause of problems and identify workarounds or permanent fixes, e</span><span style="font-family: georgia, palatino, serif;">nsure workarounds and permanent fixes are documented and communicated.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Ensure effective and prompt communication throughout the process of all Service Desk cases.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Manage and track inventory for assets (PCs, phones, Macs, iPads, etc.) and consumables (cameras, keyboard/mouse, monitors, etc.)</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Ensure inventory levels (min/max) are being kept and updated per location, and update those levels as needed.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Create, update, and enforce the use of standard operating procedures and policies by all team members.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Leverage AI-assisted support tools and automation to improve first-contact resolution and reduce average handle time.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Maintain, expand, and champion the self-service knowledge base to empower end users and reduce recurring, repetitive tickets.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Travel to various US and European offices.</span></li> </ul> <p><span style="font-family: georgia, palatino, serif;">As a Team Leader you will:</span></p> <ul> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Act as a servant leader by training, encouraging, coaching, and developing your Team Members. </span><span style="font-family: georgia, palatino, serif;">Foster a spirit of trust and innovation in your team.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Meet regularly with your Team Members to discuss their progress and complete Career Path Discussions.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Approve PTO requests, time cards, and expense reports.</span></li> </ul> <p><span style="font-family: georgia, palatino, serif; color: rgb(0, 48, 87);"><strong>Minimum Qualifications</strong></span></p> <ul> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Bachelor’s degree in computer science, information technology, or a related field or equivalent experience.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">5+ years experience in desktop/systems support or IT service management, as well as </span><span style="font-family: georgia, palatino, serif;">2+ years of supervisory experience.</span></li> </ul> <p><span style="font-family: georgia, palatino, serif; color: rgb(35, 111, 161);"><strong><span style="color: rgb(0, 48, 87);">Preferred Qualifications</span><br></strong></span></p> <ul> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">ITIL Foundation certification preferred</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Excellent written and verbal communication skills and ability to communicate effectively with end-users in non-technical terms.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Proven technical troubleshooting and problem-solving skills.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Experience with Microsoft, Linux, Windows and iOS and other common operating systems and software applications.</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Familiarity with AI-assisted support and productivity tools (e.g., Claude, Copilot, or similar).</span></li> <li style="font-family: georgia, palatino, serif;"><span style="font-family: georgia, palatino, serif;">Ability to travel as needed (~10-15%)</span><span style="font-family: georgia, palatino, serif;"></span></li> </ul> <p><span style="font-family: georgia, palatino, serif; color: rgb(0, 48, 87);"><strong>Pay &amp; Benefits</strong></span></p> <p><span style="font-family: georgia, palatino, serif;">At Alliance Defending Freedom, we offer a competitive compensation and benefits package to support your well-being and growth. While we do not disclose specific salary ranges, our compensation is competitive with top non-profit law firms. Our benefits include 100% covered medical and dental insurance, medical and dependent care reimbursement, paid disability, long-term care, life insurance, and a 401(k) plan with a 4% company match. We prioritize work-life balance with paid time off and 12 paid holidays each year.</span></p> <p><span style="font-family: georgia, palatino, serif; color: rgb(0, 48, 87);"><strong>Want to Know More About ADF?</strong></span></p> <p><strong><iframe src="https://www.youtube.com/embed/TEUAsJ0jDCw" width="560" height="315"></iframe></strong></p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><span data-teams="true"><em>This salary range is reflective of a position based in Lansdowne, VA. This range is a good-faith estimate, and the actual salary may vary based on the candidate’s experience, skills, qualifications, and office location.</em></span></p></div><div class="title">Virginia Salary Range</div><div class="pay-range"><span>$92,000</span><span class="divider">&mdash;</span><span>$147,900 USD</span></div></div></div>