Vernovis
Job Title:
IT Service Desk Manager Location : Cincinnati, OH (Onsite) Who We Are: Vernovis is a Total Talent Solutions company that specializes in Technology, Cybersecurity, Finance & Accounting functions. At Vernovis, we help these professionals achieve their career goals, matching them with innovative projects and dynamic direct hire opportunities in Ohio and across the Midwest. Overview
Vernovis is looking for an
IT Service Desk Manager
to lead a collaborative and high-performing team that supports our client's growing technology environment. This role is ideal for a
people-focused leader who enjoys mentoring others, driving operational excellence, and building scalable processes
that improve the employee technology experience. You’ll oversee the performance of the IT Service Desk, ensuring timely resolution of support requests, adherence to SLAs, and continuous improvement across systems and workflows. This position focuses on
leadership, process optimization, and team development — not
day-to-day ticket handling. What You'll Do:
Manage and coach the IT Service Desk team to meet performance goals and KPIs. Lead continuous improvement initiatives, including workflow enhancements and automation within ServiceNow. Conduct mid-year and annual reviews, establish development plans, and create opportunities for career advancement. Build and track metrics to improve performance consistency across weekly, monthly, and quarterly cycles. Foster cross-training to eliminate silos. Drive process improvement in onboarding, software provisioning, and ticket management. Identify opportunities to leverage scripting and automation to streamline service operations. What You'll Have:
Proven experience managing an IT Service Desk or technical support team. Strong understanding of SLAs, KPIs, and IT service management best practices. Hands-on familiarity with ServiceNow, Intune, Active Directory, and O365. Basic scripting knowledge (PowerShell, Shell, or similar). Excellent communication and leadership skills with a collaborative, process-oriented mindset. Ability to motivate, coach, and develop team members with diverse career goals. The Vernovis Difference
Vernovis does not accept inquiries from Corp to Corp recruiting companies. Applicants must be currently authorized to work in the United States on a full-time basis and not violate any immigration or discrimination laws. Vernovis provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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IT Service Desk Manager Location : Cincinnati, OH (Onsite) Who We Are: Vernovis is a Total Talent Solutions company that specializes in Technology, Cybersecurity, Finance & Accounting functions. At Vernovis, we help these professionals achieve their career goals, matching them with innovative projects and dynamic direct hire opportunities in Ohio and across the Midwest. Overview
Vernovis is looking for an
IT Service Desk Manager
to lead a collaborative and high-performing team that supports our client's growing technology environment. This role is ideal for a
people-focused leader who enjoys mentoring others, driving operational excellence, and building scalable processes
that improve the employee technology experience. You’ll oversee the performance of the IT Service Desk, ensuring timely resolution of support requests, adherence to SLAs, and continuous improvement across systems and workflows. This position focuses on
leadership, process optimization, and team development — not
day-to-day ticket handling. What You'll Do:
Manage and coach the IT Service Desk team to meet performance goals and KPIs. Lead continuous improvement initiatives, including workflow enhancements and automation within ServiceNow. Conduct mid-year and annual reviews, establish development plans, and create opportunities for career advancement. Build and track metrics to improve performance consistency across weekly, monthly, and quarterly cycles. Foster cross-training to eliminate silos. Drive process improvement in onboarding, software provisioning, and ticket management. Identify opportunities to leverage scripting and automation to streamline service operations. What You'll Have:
Proven experience managing an IT Service Desk or technical support team. Strong understanding of SLAs, KPIs, and IT service management best practices. Hands-on familiarity with ServiceNow, Intune, Active Directory, and O365. Basic scripting knowledge (PowerShell, Shell, or similar). Excellent communication and leadership skills with a collaborative, process-oriented mindset. Ability to motivate, coach, and develop team members with diverse career goals. The Vernovis Difference
Vernovis does not accept inquiries from Corp to Corp recruiting companies. Applicants must be currently authorized to work in the United States on a full-time basis and not violate any immigration or discrimination laws. Vernovis provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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