Manager, IT Tech Support

Company: World Travel Inc.
Location: Exton
Posted on: February 18, 2026

Job Description:

Job Description Job Description Manager, IT Tech Support JOB DESCRIPTION Position Title: IT Service Desk Manager Executive Leadership: Chief Information Officer Leadership: VP Infrastructure & Engineering Operations Team Membership: Information Technology Location: Exton, PA Office (505 eagle view Drive, Exton, PA 19341) Job Status: Exempt (Salaried) Supervisory Responsibility: Manages Workstation Support Team Position Summary: The IT Service Desk Manager oversees the team of support technicians (Tier 1 and Tier 2) who serve as the primary point of contact for all IT-related issues. This role focuses on optimizing support processes, meeting Service Level Agreements (SLAs), and fostering a culture of continuous improvement and high user satisfaction. Also research, propose and implement systems and technical tools to provide efficiencies and process improvements. Define and manage goals and objectives as well as work schedules and PTO requests for the workstation team. Essential Duties and Responsibilities: 1. Team Leadership & Development Supervision: Manage, coach, and mentor service desk staff. Scheduling: Manage shifts and resource allocation to ensure 24/7 or business-hour coverage. Training: Identify skills gaps and coordinate training sessions on new technologies or customer service soft skills. 2. Operational Excellence SLA Management: Define, monitor, and report on Key Performance Indicators (KPIs) such as first-call resolution (FCR), average handle time, and customer satisfaction (CSAT) scores. Escalation Point: Act as a secondary point of contact for high-priority incidents or disgruntled users. Incident & Request Management: Ensure the ticketing system (e.g., ServiceNow, Jira, Zendesk) is used effectively and that workflows are streamlined. 3. Strategic Improvement Process Optimization: Implement ITIL (Information Technology Infrastructure Library) best practices. Self-Service: Develop and maintain a comprehensive Knowledge Base (KB) for both staff and end-users to promote self-resolution. Tool Management: Evaluate and recommend new service desk tools or automation software to increase efficiency. Qualifications: Technical Skills ITSM Tools: Proficiency in platforms like ServiceNow, Freshservice, or Jira Service Management. Infrastructure Knowledge: General understanding of Windows/Mac OS, Office 365, Active Directory, and networking basics. Reporting: Ability to use data visualization tools (Power BI, Tableau, or Excel) to track team performance. Project management: Soft Skills Emotional Intelligence: Ability to remain calm under pressure and handle difficult interpersonal situations. Communication: Strong verbal and written skills for explaining technical concepts to non-technical stakeholders. Problem-Solving: A proactive mindset for identifying "bottlenecks" in the support workflow. Education and Experience Requirements Education: Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience). Experience: 5 years in IT support, with at least 2 years in a supervisory or lead role. Automation Experience Certifications: CompTIA A or Network is preferred. HDI-Support Center Manager (HDI-SCM) is a major plus. ITIL Foundation is preferred Physical Factors/Environment: Must be able to sit for long periods of time. Must be able to lift objects 25-30 pounds or less. Must be able to work odd/off-shift hours, including very late at night and/or weekends to meet company and project needs. Must be able to work more than 40 hours per work week. This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as is reasonable. World Travel is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or membership in any other class protected by federal, state, or local law. The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited, and all matters related to recruiting, training, compensation, benefits, promotions, and transfers comply with equal opportunity principles and are non-discriminatory. World Travel is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please email World Travel Inc. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned.

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