Job description
The IT Service Desk Manager is responsible for leading and managing a 24/7 IT Service Desk that supports nationwide convenience store operations. This role oversees service desk personnel across multiple geographic locations, manages ticket handling and escalation processes, and ensures timely, professional, and effective support for store, corporate, and field operations. In addition to managing the service desk, this position functions at a Tier 3 escalation level for IT support. The IT Service Desk Manager must be qualified to troubleshoot and support Windows workstations, end-user devices, store technology, POS systems, vendors, MSPs, MNSPs, and critical business-impacting incidents. This position reports to the VP, Information Technology.