Virtual Technologies Group

IT Service Desk Operations Manager

Manchester, NH
Full Time
Experienced

Job Title: IT Service Desk Operations Manager
Company: Virtual Technologies Group (VTG) 
Position Availability: Evergreen, Anticipated January 2026
Location: Manchester, NH (Local Surrounding Area)
Department: Help Desk Operations
Position Type: Full-Time, Part Time
Employee Type: FTE, Hourly    
Compensation Range: $90,000 - $115,000 Annually

Company Overview:
Virtual Technologies Group is a leading innovator in the technology sector, specializing in the development and implementation of advanced virtual solutions. Our mission is to empower businesses with cutting-edge technology that enhances efficiency, productivity, and connectivity. With a team of highly skilled professionals, we deliver customized solutions tailored to meet the unique needs of our clients across various industries. Our commitment to excellence, innovation, and customer satisfaction drives us to continuously push the boundaries of what is possible. At Virtual Technologies Group, we are dedicated to shaping the future of technology and making a positive impact on the world.

The IT Service Desk Operations Manager serves as the primary operational and administrative leader for the outsourced Service Desk, responsible for the overall success and strategic direction of the service provided to a higher education university. This high-visibility role ensures optimal operational performance, financial management, client relationship health, and continuous service improvement, directly impacting the quality and efficiency of IT support for the university community.

Strategic Leadership and Client Management (Primary Focus)

  • Serve as the primary operational point of contact and lead for the SNHU client relationship, participating in regular governance and steering committee meetings.
  • Develop and execute the strategic roadmap for the Service Desk, aligning service delivery with the university’s long-term IT objectives and evolving user needs.
  • Oversee the entire Service Desk operation to ensure all contracted Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs) are met or exceeded.
  • Lead the preparation and presentation of performance reports, service reviews, and business continuity planning to stakeholders.
  • Manage and control the program budget, forecasting resource needs, and ensuring cost-effective delivery of high-quality services.
Operational Excellence and Process Governance
  • Drive the implementation and adherence to advanced ITIL-based processes, focusing on continuous improvement across Incident, Request, Problem, and Knowledge Management.
  • Establish, monitor, and enforce operational standards, policies, and procedures across all shifts and Service Desk locations.
  • Lead major service transition and transformation projects, ensuring minimal disruption and successful adoption of new technologies or service methods.
  • Own the Service Desk's quality assurance framework, conducting regular audits and implementing corrective actions to maintain high service integrity and compliance.
  • Oversee workforce management strategies, including capacity planning, scheduling optimization, and resource allocation to handle fluctuating demand.
People Management and Development
  • Directly manage, mentor, and coach the Team Leads, providing leadership support to ensure they effectively manage their respective teams of analysts.
  • Lead talent management initiatives, including recruitment, onboarding, training, and retention strategies for the entire Service Desk staff.
  • Foster a high-engagement, customer-focused, and results-driven culture, encouraging collaboration and continuous professional development.
  • Handle high-level employee relations issues, performance challenges, and complex cross-functional team dynamics.
Qualifications and Skills

Required Qualifications
  • Bachelor's degree in Information Technology, Business Administration, or a related field. A Master's degree is a plus.
  • Minimum of 5+ years of progressive experience in managing large-scale IT Service Desk or IT Operations, preferably in an outsourced or multi-client environment.
  • Demonstrated expertise and certification in ITIL v3 or v4 (Expert or Managing Professional certification highly desirable).
  • Experience using: Service Now ITSM, Power BI,  D2L Brightspace, Ellucian Banner, telephony solutions (RingCentral, Five9), Microsoft 365, desktops, laptops, Windows OS 10 & 11, LogMeIn Rescue. 
  • Proven experience managing client relationships, contracts, and financial budgets for a large service delivery function.
Skills and Competencies
  • Strategic Vision: Ability to translate client business needs and technical requirements into actionable, long-term service delivery strategies.
  • Executive Communication: Exceptional verbal, written, and presentation skills, capable of communicating complex information to both technical teams and executive-level clients (SNHU stakeholders).
  • Financial Acumen: Strong understanding of P&L management, budget control, cost optimization, and contract performance.
  • Problem & Crisis Management: Proven ability to manage high-impact service interruptions, drive root cause analysis, and implement effective preventative measures.
  • Leadership and Influence: Demonstrated ability to lead and motivate a management team, drive change, and build consensus across diverse teams.


Why Join Us?

At Virtual Technologies Group we provide more than just IT solutions—we offer a dynamic environment where you can learn, grow, and expand your skillset. As a leading managed services, cybersecurity, and IT consulting firm, we support a diverse range of customers, giving you the opportunity to tackle unique challenges and stay ahead in a rapidly evolving industry.
Join a team that values innovation, collaboration, and professional development. Whether you're looking to sharpen your technical expertise, work with cutting-edge technology, or make a real impact, we’re committed to helping you build a rewarding career.

Benefits Overview:

VTG offers a comprehensive benefits package to meet the needs of our employees and their families. Benefits include medical insurance plans, dental insurance, vision insurance, health savings accounts (HSA), flexible spending accounts (FSA), life insurance, short and long-term disability insurance, paid time off and holidays, and a 401(k) with employer match.

EEO Statement:
VTG is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.
We believe that diversity strengthens our team and drives innovation. All employment decisions are based on qualifications, merit, and business needs. If you require reasonable accommodation during the application or interview process, please contact [email protected].

Share

Apply for this position

Required*
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status


Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*