Team Manager, Service Desk

Bell Techlogix, Inc. • Indianapolis, IN

12d

About The Position

At Bell Techlogix, employees are key to our growing success. We are always
looking for driven, smart, and dedicated professionals to add to our
award-winning team. We strive to create an inclusive and collaborative workplace
where our employees feel valued and have opportunities for career growth. Bell
Techlogix offers various training and development programs to help you advance
in your career within our company.

Bell Techlogix is a Certified Great Place to Work and is recognized as a
Diversity Employer.

JOIN A TEAM THAT POWERS EXCEPTIONAL IT SUPPORT

Bell Techlogix is looking for an IT Service Desk Team Manager who thrives in a
fast-paced environment and is passionate about leading teams that deliver
exceptional technical support and customer experiences.

In this role, you will lead a team of up to 20 Level 1 and Level 2 Service Desk
Associates, helping them succeed while ensuring service delivery meets and
exceeds client expectations. If you enjoy coaching others, solving problems, and
improving processes, this is an opportunity to make a real impact.

Requirements

• High School Diploma or GED required
• 2–3 years of Help Desk, IT Support, or Desktop Support experience
• At least 1 year of supervisory or team leadership experience
• 2+ years of customer service experience
• Experience working with ITIL best practices
• Proficiency with Microsoft Office
• Strong leadership and coaching abilities
• Excellent communication and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving and conflict resolution skills
• Ability to analyze data and identify service improvements
• Strong customer service mindset
• Ability to work both independently and collaboratively
• Fast-paced service desk environment
• Moderate call center noise level
• Regular computer and phone usage
• Ability to sit and work at a computer for extended periods
• Ability to lift up to 15 pounds occasionally
• Flexibility to support on-call duties and schedule adjustments as business needs require

Nice To Haves

• Some college coursework or technical school preferred
• ITIL Foundation certification preferred

Responsibilities

• Supervise, mentor, and support a team of up to 20 Service Desk Associates
• Conduct regular coaching sessions to support employee growth and performance
• Communicate expectations, monitor performance, and recognize achievements
• Foster a collaborative, positive team environment focused on customer success
• Ensure the team consistently meets or exceeds monthly Service Level Agreements (SLAs)
• Monitor performance metrics including KPIs, QA scores, and customer satisfaction
• Identify service gaps and work with leadership to implement improvements
• Maintain adherence to schedules, timecards, and attendance policies
• Monitor call volume trends and service demand
• Coordinate staffing adjustments when needed
• Act as a primary point of contact for client inquiries and escalations
• Serve as Major Incident Manager when required
• Participate in an on-call rotation
• Assist with Quality Assurance (QA) processes and program improvements
• Analyze performance data to drive accountability and operational improvements
• Support organizational strategies and communicate operational changes to the team

Benefits

• We invest in our teams through professional development, supportive leadership, and opportunities to grow your career in IT service management.
• You’ll be part of a team that values innovation, accountability, collaboration, and customer success.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED