IT Service Manager

About Dean Dorton

Dean Dorton’s team makes up one of the largest advisory firms in the United States. We thrive when you thrive! We are here to help you succeed in every step of your development and career as you work with nationally recognized experts in a recognized best place to work.

About the Role:

The IT Services Manager oversees the performance and day-to-day operations of the internal and external Level 1 Helpdesk teams, as well as the internal Escalation Team. This leadership role is responsible for ensuring high service quality, supporting team development, maintaining coverage, and executing technical support initiatives. The IT Services Manager also drives key technology projects and contributes to continuous improvement through structured project management and service delivery analysis.

Essential Duties and Responsibilities:

Team Leadership and Helpdesk Operations

• Lead internal and external Level 1 Helpdesk teams to ensure consistent and responsive technical support
• Monitor the helpdesk ticket queue, oversee issue escalation, and ensure timely resolution
• Review ticket metrics including response times, documentation accuracy, and user satisfaction
• Monitor and maintain adequate phone and helpdesk coverage
• Develop dashboards and reports on ticket volume, trends, and team performance
• Manage calendars, shifts, and ensure helpdesk scheduling aligns with business needs
  
  

People Management and Development

• Onboard and provide ongoing coaching to Helpdesk and Escalation Team members
• Serve as direct supervisor for assigned team members, managing time, PTO, and performance issues
• Conduct performance reviews, support goal setting, and mentor team members for growth
• Create and maintain a collaborative and service-oriented team culture
  
  

Project and Service Management

• Utilize project management tools to oversee and execute technology support projects
• Track due dates and ensure timely task completion across multiple initiatives
• Identify opportunities for process improvement and lead related change management efforts
• Maintain and enforce service delivery standards and operational best practices
  
  

Experience & Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field
• 5+ years of IT support experience, including 2+ years in a leadership role
• Experience managing helpdesk or technical support functions
• Familiarity with IT service management frameworks and service delivery metrics
• Preferred certifications: ITIL or PMP
  
  

Essential Skills:

• Effective leadership and team development capabilities
• Strong background in technical support operations
• Skilled in project management and task coordination
• Ability to implement and manage change initiatives
• Proficient in evaluating service metrics and operational performance
• Strong interpersonal and written communication skills
  
  

The Fun Stuff

Work isn’t all work! We want to make your experience at Dean Dorton a great one. From your health and happiness to your long-term satisfaction, we focus on YOU! A few highlights are listed below:

• Flexible work schedules and environment
• Unlimited Paid Time Off (PTO)
• Paid family leave, medical leave, and maternity/paternity leave programs
• Retirement benefits, including a best-in-class employer match and automatic profit sharing.
• Telemedicine, mental health resources and wellness program reimbursement
  
  

Dean Dorton is an Equal Opportunity Employer. We’re committed to growing and empowering an inclusive community within Dean Dorton and our industry which is why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives across our organization. We encourage you to apply for our available positions, even if you don't necessarily check every box on the description.