{"id":2669366,"url":"https://alion.io/job/glsauto-service-desk-manager","title":"Service Desk Manager","company":{"id":4416511,"name":"Global Lending Services","domain":"glsauto.com","url":"https://alion.io/company/glsauto","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Carolina, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":47000,"max_usd":95000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":438},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-09-18T14:42:15Z","employer_posted_date":"2026-09-18","last_verified_at":"2026-10-20T10:38:15Z","board_verified":true,"closed_at":null,"days_open":31,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":31},"description":"What does it mean to be a Service Desk Manager at GLS?\nThe Service Desk Manager is responsible for the first level of support for the GLS Service Desk. This is a people-leadership position with direct reports located in Greenville, SC and Tempe, AZ.\nHow will you drive value within the organization as a Service Desk Manager?\nTechnical Responsibilities:\nWork problem tickets and service requests.\nEvaluate, prioritize, and resolve incoming requests for assistance from users. Handle escalations from employees. \nTriage and assign requests to team members.\nInvestigate, diagnose, and resolve software and hardware problems, networking, and other computer related technologies and advise users on appropriate action.\nLog and track work using a problem management database and maintain historical records and related problem documentation.\nBuild out knowledge base documentation to improve onboarding and training.\nAdhere to all Service Desk policies, standards, and procedures.\nUpdate and maintain company technical inventory.\n Leadership Responsibilities:\nManage the team across geographically dispersed locations.\nTrain and mentor level 1 Service Desk employees.\nExercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations.\nSet departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company.\nRun daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers.\nFoster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management.\nOrganize an on-call rotation schedule for your direct reports. Participate in the senior on-call rotation for incident management.\nPerform additional assignments as required by the needs of the company or as directed by management.\nWhat should you already know to be successful as a Service Desk Manager?\nA minimum of a bachelor’s degree is required.\nMinimum of 4 (four) years’ experience in a related IT field required.\nMicrosoft Technology Associate or CompTIA A+ certification preferred.\nWorking knowledge of networking protocols required.\nWorking knowledge of hardware, software, network, OS interaction required.\nExperience with Microsoft 365 required.\nAbility to work well both independently and in a team environment.\nSkilled in providing customer service to technical and non-technical customers.\nStrong verbal and written communication skills.\nAbility to handle sensitive and confidential materials in a professional manner.\nCapacity to quickly learn and adapt to rapid changes in the technical environment.\nIntrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness. \nExcellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business.\nCommitment to exemplifying the organizational core values and key competencies.\nDemonstrated ability to motivate and lead a team - provide quality training, guidance, performance coaching and feedback to assigned staff.\nExcellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities.\nDemonstrated ability to establish and enhance processes to improve business results.\nAbility to think strategically and deliver tactically.\nEmployment Requirements:\nThis is a full-time, 100% on-site position\nSignificant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity\nRemain in a stationary position up to 100% of the workday\nConstantly operate a computer and other standard office equipment \nJob functions involve sedentary to light physical effort. Physical demands range from sitting, walking, standing, or pushing or pulling materials. Work may involve exerting up to 10 pounds of force to lift, carry, push, pull, or move objects.\nBe able to perform activities such as: viewing a computer terminal, extensive reading, bending, and kneeling","description_format":"text","description_chars":4481,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-16T03:57:47Z"}],"visa":[],"liveness":{"score":38,"band":"fade","label":"Fading","p_open":1,"p_active":0.691,"p_room":0.55,"age_days":31,"expected_fill_days":30,"reasons":["conf:0","win:tail"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/glsauto-service-desk-manager","json_url":"https://alion.io/job/glsauto-service-desk-manager.json","meta":{"generated_at":"2026-10-20T11:11:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12293,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4416511},"rest":"https://alion.io/mcp/rest/get_company?id=4416511"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fglsauto-service-desk-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fglsauto-service-desk-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fglsauto-service-desk-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/glsauto-service-desk-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fglsauto-service-desk-manager"}]}