Inframark Help Desk Manager in Horsham, Pennsylvania


The Service Desk Manager will be responsible for the day-to-day operations of the Inframark help desk personnel and the Service-now Express SaaS application. The IT Service Desk and Help Desk Support Personnel are key components of the IT Infrastructure support team. The Service Desk Manager position is charged with maintaining the SLA’s outlined by the business, monitoring the activities of the help desk personnel, and providing monthly reports on Service Desk activities to identify trends and target areas for continuous improvement.This role is expected to execute the planning, designing, and improvement of the Help Desk according to industry best practices, while ensuring a high level of customer service across all offices. In addition, the manager will be responsible for ensuring the standards and processes in place


  • Provides front line IT Help Desk support at the Horsham PA headquarters and manages remote site personnel and contracted level 1 desk-side support staff.

  • The position must have a solid working knowledge of Service-Now Enterprise and the available options for capturing and reporting weekly, monthly, and ad-hoc reports related to support metrics, service requests, and priority incidents.

  • Monitors the Help Desk ticket queue for escalation, tracking, logging, and resolving priority incidents and service requests.

  • Serves as point of contact for escalation on major service disruptions to other projects/sites and ensures appropriate communication channels are used to notify end users and stakeholders.

  • Responsible fordeveloping and maintaining a support knowledgebase and SOP/SOI instructional documents for the entire IT support team to reference.

In a fast-paced business it is imperative that this position possess stronginterpersonal skills, be detail oriented and able to manage multiple tasks simultaneously. The ability to coordination between IT Help Desk and other IT support teams is essential.


  • Demonstrated success in transforming and improving efficiencies in Service Desk.

  • Oversee all Service Desk Staff and ensure end users receive appropriate, timely assistance.

  • Strong knowledge of IT Management practices, principles and implementation of ITSM programs.

  • Responds to and/or handles escalations received from management or customers in a timely fashion, ensuring issues are resolved or escalated appropriately.

  • Analyze performance of Service Desk activities and documented resolutions.

  • Must have the ability to analyze metrics and statistics to identify trends and use this information for process improvements.

  • Partner closely with Technical/Application teams to develop action plans to reduce ticket volumes and create a more positive client experience.

  • Developing and managing Service Level Agreements (SLAs) to establish request and problem resolution expectations and timeframes.

  • Maintain the organization and inventory of hardware resources.

  • Maintain the organization and inventory of software and software licenses.

  • Must be proficient in Microsoft Office 365 Suite of applications.

  • Working knowledge of Microsoft Active Directory, Exchange, and Office 365 Suite of applications.

  • Perform technical functions such as Active Directory, Exchange, and O365 user and group account creations and account management. Assigns O365 portal licensing as needed/requested.

  • Working knowledge of Microsoft Windows networking.

  • Working knowledge of LAN/WAN networking and site-to-site VPN basics.

  • Working knowledge of wireless LAN functions and WLAN configurations on multiple devices.

  • Advanced knowledge of Windows Operating Systems (Windows 7 & Windows 10)

  • Experience with Office 365, Single Sign-On, and Federated services is a plus.

  • Excellent communication and customer service skills.

  • Excellent analytical skills

  • Very strong influencing and communication skills (written and verbal)

  • Direct and oversee the work of the Help Desk support team, including training, mentoring and insuring professional development.

  • Salary is dependent upon qualifications and experience.


Education/Experience: Bachelor’s Degree (preferred) in Computer/Network Engineering or equivalent experience in a technical infrastructure role is required. 5 years leading or managing a team.

Licenses/Certifications: A+, Network+, or comparable Certification.

Technical: MS Office O365 2016 application support. Windows 7, Windows 10 and iOS support. Imaging software (SCCM). iPhone and Android support (Intune).

Communication: Strong interpersonal skills, detail oriented and able to manage tasks simultaneously.

Problem Solving & Quality: Advanced knowledge of help desk operations. Broad understanding of IT concepts, development practices, and architectures.


Must be able to lift 50 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions

Job ID 2018-3516

Type Regular Full-Time

Category Information Technology

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.