Sr Service Desk Manager

We have been in business for over 110 years and we are proud to be a subsidiary of Berkshire Hathaway.

Ben Bridge Jeweler has thirty-six stores, across the United States.

We are committed to serving our customers with a quality experience and jewelry that will be treasured for generations.

Jewelry is more than just an adornment.

It is a means of expression, love, personality, and history.

Its meaning only grows with time.

We don’t sell to a customer just once; we want to be their jeweler for life!

We are seeking a highly experienced Senior Service Desk Manager to lead and evolve our global service desk operations.

This role is pivotal in delivering world-class IT support across a multi-store retail environment.

The ideal candidate will bring hands-on experience in managing both onshore teams and offshore managed services, with a strong foundation in ITIL practices, ITSM, and Jira Service Management.

Key Responsibilities:


* Lead and manage a team of onshore Service Desk Analysts, providing coaching, performance management, and strategic direction.


* Oversee and govern offshore managed service providers to ensure service levels, quality, and efficiency are consistently met.


* Serve as the escalation point for critical service issues, ensuring timely resolution and clear communication across stakeholders.


* Collaborate closely with retail operations and other business units to understand support needs and align IT services accordingly.


* Own and optimize the IT Service Management tool (Jira Service Management), including workflows, SLAs, reporting, and automation.


* Drive continuous improvement initiatives to enhance service delivery, customer satisfaction, and team productivity.


* Develop, track, and report on service desk KPIs and metrics, identifying trends and areas for improvement.


* Ensure compliance with ITIL processes (Incident, Problem, Change, and Knowledge Management).


* Contribute to the design and maintenance of knowledge base articles, service catalog items, and end-user training.


* Participate in budget planning and vendor management related to service desk operations.


* Maintain a strong focus on end-user experience and customer service excellence.

Required Skills & Experience:


* 5+ years of experience in IT Service Desk Management, with at least 2+ years leading both onshore and offshore teams.


* Proven experience in a multi-store retail environment or similarly complex operational structure.


* Strong working knowledge of Jira Service Management (JSM) — including configuration and administration.


* Expertise in ITIL and ITSM frameworks; ITIL certification (v3 or v4) preferred.


* Excellent understanding of SLA management, service reporting, and continuous improvement methodologies.


* Experience working with outsourced/managed service providers and establishing clear governance and accountability.


* Strong leadership, interpersonal, and...