Service Desk Manager

Overview

Company Overview:

At Encore Fire Protection, we are proud to be the east coast's largest full-service fire protection company, serving over 90,000 customers from Maine to Louisiana. With a team of over 2,200 dedicated employees, we provide innovative, customized fire suppression, fire sprinkler, and fire alarm solutions that protect lives and properties every day. Our goal is to deliver superior experience to those who trust us to safeguard what matters most. We are passionate about continuous growth, innovation, and maintaining a culture that thrives on success and commitment to safety. Our mission? To be the best fire protection company the industry has ever seen.

Position Overview:

The Service Desk Manager is responsible for leading and managing the Encore Service Desk team—a centralized, distributed team that serves as the main hub for all Technical Operations support services. This role ensures the delivery of high-quality technical support, exceptional customer service, and effective asset management to all end-users and partners. The Service Desk Manager oversees daily support operations, implements best practices, and drives continuous improvement to meet organizational goals and service level agreements (SLOs). The role also involves ambassadorship with new partners, building and supporting team members, and collaborating closely with other TechOps teams, business units, and external stakeholders to ensure seamless operations and high user satisfaction. 

Key Responsibilities: 

Team Leadership & Management 

• Supervise, mentor, and develop a distributed team of Encore Service Desk Technicians, fostering a collaborative, high-performance, and inclusive environment. 
• Champion team building, onboarding, and professional development—acting as an ambassador for new partners and ensuring successful integration. 
• Oversee scheduling, workload distribution, and performance management for the Service Desk team across locations. 
• Recruit, onboard, and train new team members to ensure a skilled, knowledgeable, and cohesive staff. 

Encore Service Desk Operations & Asset Management 

• Manage the day-to-day operations of the Encore Service Desk, ensuring timely and effective resolution of incidents, service requests, and asset-related interactions. 
• Oversee and optimize the Service Desk’s role as the primary hub for asset management—tracking, deploying, and supporting all organizational asset interactions. 
• Monitor ticket queues, prioritize issues, and ensure adherence to SLOs and quality standards. 
• Develop, document, and maintain comprehensive support policies, procedures, and knowledge base articles for all services managed by the Encore Service Desk. 
• Support and manage escalations by serving as the primary escalation point for unresolved or high-impact issues, ensuring prompt intervention, clear communication, and effective conflict resolution. Document and maintain escalation and conflict resolution processes, and regularly review outcomes to identify opportunities for improvement and enhance the overall escalation process 

Customer Service, Ambassadorship & Communication 

• Maintain a customer-focused approach, ensuring end-users and partners receive prompt, courteous, and effective support. 
• Act as an ambassador for the Encore Service Desk, building relationships with new partners and stakeholders while supporting team development. 
• Communicate Service Desk performance, trends, and improvement initiatives to TechOps leadership, stakeholders, and external partners. 

Continuous Improvement 

• Analyze service desk metrics, asset management data, and user feedback to identify areas for process improvement. 
• Implement best practices, new technologies, and service offerings to enhance delivery, efficiency, and the user experience. 
• Lead initiatives to improve first-call resolution rates and overall user satisfaction. 

Collaboration & Project Support 

• Work closely with other TechOps teams (Infrastructure, InfoSec) business units, and partners to resolve cross-functional issues. 
• Support TechOps and business projects, as well as organizational initiatives, by coordinating Encore Service Desk resources and communications, with a focus on scalability and future service expansion. 

Qualifications & Skills:

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience). 
• Proven experience managing a distributed service/help desk or technical support team. 
• Strong technical background in IT support, asset management, and service delivery—including hardware, software, networking, and cloud services. 
• Excellent leadership, communication, and interpersonal skills, with experience in team building and partner engagement. 
• Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk), asset management systems, and ticketing platforms. 
• Strong problem-solving skills and a commitment to delivering outstanding customer service. 
• ITIL certification or similar is a plus. 

Work Environment & Physical Demands: 

• Office-based with occasional travel to other company locations, partners, or remote team sites as needed. 
• May require after-hours or weekend support during critical incidents or projects. 

What We Offer: At Encore, we’re all about creating a culture where success is celebrated. We recognize that our work makes people’s lives safer, and we reward those who contribute to our growth. Here’s what you can expect:

• Competitive Salary: Compensation commensurate with your experience, with the opportunity to earn performance-based bonuses tied to your personal effectiveness and contributions to the team.
• Purpose-Driven Work Environment: We believe in working smarter, not harder. You’ll be part of a culture that values results, and we empower our team to focus on impactful work.
• Flexible Dress Code: Upon joining, you’ll receive branded Encore gear and we believe in dressing for the objective, not the occasion. Most days, you can enjoy a casual work environment, but we’ll dress up when the situation calls for it.
• Innovative Culture: We encourage a culture of experimentation and improvement. You’ll have the freedom to express your ideas and be part of a company that is always looking to improve and grow.
• Tools for Success: Access to leading-edge web-based productivity tools.
• Health and Wellness: Comprehensive medical, dental, and vision coverage through Blue Cross to keep you and your family healthy.
• Retirement Planning: Participation in our Fidelity 401(k) plan with a company match, helping you save for your future.
• Life Insurance: Company-paid life insurance policy of $50,000 to give you peace of mind.

Encore Fire Protection is an Equal Opportunity Employer.

Encore Fire Protection is an E-Verify Employer.

As an EEO/AA employer, Encore Fire Protection considers applicants for employment without regard to, and does not discriminate based on gender, sex, sexual orientation, gender identity, national origin, age, race, protected veteran status, disability, or any other legally protected status.

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