Service Desk Manager

Nautilus International Holding Corp seeks a Service Desk Manager to lead a modern IT Help Desk function supporting ~400 employees across 40+ port terminals, cruise operations, and corporate offices. This role oversees a team of 5–6 support analysts, manages a Fresh service-based ITSM platform, drives service quality metrics (FCR, MTTR, SLA compliance, CSAT), and partners with IT Governance to deliver repeatable, auditable service delivery.

The Service Desk Manager owns the day-to-day Help Desk operations while building best practices, automating repeatable processes, and mentoring team members toward advanced support roles. The role also owns IT procurement for end-user computing, maintains the enterprise IT asset inventory, and tracks enterprise software and SaaS license renewals.