Manager, IT Enterprise Service Desk

Great Day Improvements - Manager, IT Enterprise Service Desk (On-site Cincinnati Area) Company Overview In the 13 years since its founding, Great Day Improvements, LLC has grown rapidly toward its vision of becoming one of the largest home improvement companies in the U.S. Headquartered in Twinsburg, Ohio, Great Day Improvements is a $1.5 billion, vertically integrated, direct‑to‑consumer provider of premium home improvement products. With over 4,800 employees in 130 markets nationwide, the company ranks among the top home improvement firms and one of the fastest‑growing private companies in America. Technology is central to how the company operates; the Enterprise Service Desk Manager leads reliable, high‑quality technology support across the enterprise, building trust with internal customers and driving disciplined, measurable service delivery using Freshservice.

Job Summary Lead and continuously improve enterprise‑wide service desk operations. Own day‑to‑day service delivery, performance, team development, and the internal customer experience. This hands‑on leader configures ticketing systems, uses data, KPIs, and operational discipline to deliver consistent, high‑quality support, ensuring predictable outcomes and a service desk trusted and respected by internal customers.

Location Cincinnati, OH (On‑site)

Pay Range $80,000.00 – $90,000.00

Service Desk Operations and Excellence

Lead and manage a large‑scale enterprise service desk supporting multiple brands and locations.

Define and uphold a clear standard of excellence for service delivery, communication, and ownership.

Ensure consistent, high‑quality support across incidents, requests

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