{"id":3569905,"url":"https://alion.io/job/saronic-technologies-it-service-desk-manager","title":"IT Service Desk Manager","company":{"id":48216,"name":"Saronic Technologies","domain":"saronic.com","url":"https://alion.io/company/saronic-technologies","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":78,"open_postings":79,"ghost_share":0,"stale_share":0.684,"repost_share":0.013,"time_to_fill_p50_days":63,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Austin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":94000,"max_usd":195000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":504},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"CMMC","optional":false},{"name":"Confluence","optional":false},{"name":"IAM","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false}],"status":"closed","first_seen_at":"2026-10-29T18:47:12Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-02T23:52:52Z","board_verified":false,"closed_at":"2026-11-02T23:52:52Z","days_open":4,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":4},"description":"Saronic Technologies is a leader in revolutionizing autonomy at sea, dedicated to developing state-of-the-art solutions that enhance maritime operations through autonomous and intelligent platforms.\nAbout the Role\nSaronic is a rapidly growing defense technology company seeking a Service Desk Manager to oversee enterprise IT support operations across a geographically distributed workforce, including international personnel. The Service Desk Manager will be responsible for the day-to-day management of service desk operations to ensure employees and business teams receive timely, high-quality support. In addition to maintaining daily operations, this role will be responsible for developing and scaling the team, processes, and technologies, and continuously enhancing service levels. The Service Desk Manager will also serve as the primary liaison between the service desk and the rest of the business, ensuring IT support aligns with organizational priorities and mission requirements.\nKey Responsibilities\nManage day-to-day operations of the Service Desk, ensuring incidents, requests, and escalations are addressed efficiently.\n\nManage and mentor a distributed and international support team, providing leadership, training, and career development.\n\nHelp to build and scale the Service Desk organization, including staffing, processes, and technologies, to meet the demands of a fast-growing company.\n\nDefine, monitor, and report on Service Desk metrics, KPIs, and SLAs, ensuring alignment with ITIL/ITSM best practices.\n\nEnsure that all SOPs, processes, and workflows are documented, audited, and continuously improved.\n\nConduct and present operational performance reviews with leadership, articulating the Service Desk’s contributions to business success.\n\nOversee support for A/V systems and conference room technologies, ensuring reliable performance for secure domestic and international operations.\n\nProvide operational support for collaboration and cloud computing platforms in compliance with defense industry standards.\n\nPlan and manage organization-wide technology enhancements and upgrades.\n\nLead efforts to design, implement, and maintain automation workflows and API integrations to improve efficiency and reduce manual work.\n\nCollaborate cross-functionally with security, engineering, and operations teams to ensure IT support enables organizational and mission success.\n\nServe as the escalation point for high-priority technical issues, coordinating resolution across teams as needed.\n\nCoordinate and manage expectations of stakeholders, including customers, leadership, and technical teams.\n\nProvide forward-thinking solutions that enhance Service Desk operations, while remaining adaptable to evolving technologies and requirements.\n\nQualifications\n\nBachelor’s degree in Information Technology, Computer Science, or related field; or equivalent combination of education and experience.\n\n8+ years of IT support experience, with at least 3 years managing or leading a global/distributed service desk.\n\nDemonstrated expertise with ServiceNow (or similar ITSM platforms) administration, reporting, and workflows.\n\nStrong working knowledge of ITIL/ITSM principles and their practical application in enterprise environments.\n\nProven ability to scale service desk teams, processes, and technologies in high-growth environments.\n\nHands-on experience supporting collaboration platforms, SaaS platforms, and cloud computing environments.\n\nDemonstrated success with API integrations and automation for IT service delivery.\n\nStrong leadership, communication, and stakeholder management skills, with the ability to clearly articulate Service Desk performance and strategy to non-technical staff.\n\nAbility to multitask, prioritize, and manage multiple projects in a fast-paced, dynamic environment.\n\nU.S. Citizenship and ability to obtain and maintain a DoD security clearance.\n\nPreferred:\nITIL v4 Foundation Certification or higher.\n\nExperience supporting government or defense contracts, including compliance with DoD standards (e.g., NIST, DFARS, CMMC).\n\nFamiliarity with documentation platforms (e.g., Confluence, SharePoint).\n\nExperience with endpoint management platforms (e.g., Intune, Jamf).\n\nExperience with IAM solutions, such as Microsoft Entra.\n\nPrevious experience in a high-growth or startup environment.\n\nBenefits\nMedical Insurance: Comprehensive health insurance plans covering a range of services\n\nSaronic pays 100% of the premium for employees and 80% for dependents\n\nDental and Vision Insurance: Coverage for routine dental check-ups, orthodontics, and vision care\n\nSaronic pays 99% of the premium for employees and 80% for dependents\n\nTime Off: Generous PTO and Holidays\n\nParental Leave: Paid maternity and paternity leave to support new parents\n\nCompetitive Salary: Industry-standard salaries with opportunities for performance-based bonuses\n\nRetirement Plan: 401(k) plan\n\nStock Options: Equity options to give employees a stake in the company’s success\n\nLife and Disability Insurance: Basic life insurance and short- and long-term disability coverage\n\nAdditional Perks: Free lunch benefit and unlimited free drinks and snacks in the office\n\nPhysical Demands\nProlonged periods of sitting at a desk and working on a computer.\n\nOccasional standing and walking within the office.\n\nManual dexterity to operate a computer keyboard, mouse, and other office equipment.\n\nVisual acuity to read screens, documents, and reports.\n\nOccasional reaching, bending, or stooping to access file drawers, cabinets, or office supplies.\n\nLifting and carrying items up to 20 pounds occasionally (e.g., office supplies, packages).\n\nThis role requires access to export-controlled information or items that require “U.S. Person” status. As defined by U.S. law, individuals who are any one of the following are considered to be a “U.S. Person”: (1) U.S. citizens, (2) legal permanent residents (a.k.a. green card holders), and (3) certain protected classes of asylees and refugees, as defined in 8 U.S.C. 1324b(a)(3).\nSaronic does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.\nIf this role is based in the United States, it requires access to export-controlled information or items that require “U.S. Person” status. As defined by U.S. law, individuals who are any one of the following are considered to be a “U.S. Person”: (1) U.S. citizens, (2) legal permanent residents (a.k.a. green card holders), and (3) certain protected classes of asylees and refugees, as defined in 8 U.S.C. 1324b(a)(3).\nSaronic does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. 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