Manager, IT Support Services

**Position Summary** The Service Desk is the front door to Southland’s IT Infrastructure organization. It provides a consistent first point of contact for employees across corporate offices, regional offices, shops, remote locations, and active job sites. Reporting to the Director of Support Services, the Manager, IT Support Services will build and lead the team responsible for receiving, assessing, documenting, resolving, and routing all incoming IT incidents and service requests. The team will gather the information needed to understand the business impact, provide fast first\-contact resolution where appropriate, and ensure issues that require deeper support reach the correct team with complete and accurate diagnostic information. The focus is simple: make it easy for employees to get help, restore productivity as quickly as possible, and prevent users from being passed between teams without clear ownership. Success will require strong customer service, disciplined queue management, analytical thinking, practical troubleshooting, and consistent follow\-through. You will work closely with Desktop Support, Platform Engineering, Cloud \& Systems, Network, Cybersecurity, business technology teams, divisional leadership, and field operations to improve first\-touch outcomes, escalation quality, service visibility, and the overall IT support experience. **Position Details** ### **Relationship Building/Management** * Build trusted working relationships with employees, business leaders, field teams, divisional offices, and IT partners to understand support needs and recurring service pain points. * Serve as the operational owner of the enterprise service desk experience and the primary point of accountability for intake, triage, first\-level resolution, and queue health. * Promote a customer\-service culture centered on empathy, responsiveness, ownership, clear communication, and practical problem solving. * Partner with Desktop Support and engineering teams to define clear support boundaries, escalation expectations, and handoff standards. * Stay connected to how employees work in offices, shops, and job sites so service desk practices reflect real business urgency and operating conditions. ### **Service Desk Operations \& First\-Contact Resolution** * Lead daily service desk operations across approved intake channels, including ticket portal, email, phone, chat, and other supported contact methods. * Ensure every ticket receives a timely first touch, accurate categorization, appropriate prioritization, clear ownership, and professional communication. * Build a team capable of resolving common incidents and requests during the first interaction when the solution is safe, repeatable, and within the service desk’s approved scope. * Establish practical troubleshooting standards for common endpoint, access, Microsoft 365, collaboration, printing, connectivity, mobile\-device, and business\-application issues. * Ensure technicians confi