Service Desk Manager

Service Desk Manager
CT, Stamford

Job Description

Service Desk Manager

Location: Stamford, CT

Full Time Employment opportunity with WWE

WWE has an exciting opportunity for a Service Desk Manager to join the Enterprise Technology team based in Stamford, CT. The primary role of the Service Desk Manager is to provide management and direction to the first line, after hours, and remote teams that support WWE's workplace technology. This includes the management and support  the first point of contact for hardware and software as it relates to Enterprise Technology, maintaining and managing client/server applications, and desktop-based operating systems deployed within the company.

Key Responsibilities:

  • Provide direction to Help Desk support staff for WWE workstations, laptops, printers, peripherals, and other computer-related devices
  • Provide escalation and backup support for the technical services team
  • Coordinate with other technology groups to ensure incident resolution and service request completion
  • Provide subject matter expertise for standard WWE technology, services, and processes
  • Participate in managing support calls to the Help Desk via phone and e-mail, ensuring courteous, timely, and effective resolution of end user issues
  • Provide white-glove executive support for WWE's executives
  • Participate in monitoring and maintaining system key process improvements
  • Manage user account integrity and the Active Directory database
  • Provide new technology and service recommendations
  • Participate in moves, adds, and changes as they relate to the WWE technology environment
  • Follow established policies, procedures, and technology standards to ensure system availability and security
  • Act as a key point of contact for remote office teams to manage escalations and support scheduling
  • Work with vendors and consulting services to resolve technology issues and drive key initiatives
  • Maintain the integrity of technology in all WWE office locations
  • Maintain and manage loaner policies for computer, peripherals, and presentation equipment
  • Maintain WWE standard computer images, provide guidance on deployment best practices, and deploy standard WWE-managed computers
  • Frequent travel and on-call escalation support
  • Other related tasks as required


  • College diploma or university degree, preferably in a technology field, and/or 5+ years of equivalent work experience
  • 1 to 3 years of supervisory or management experience
  • Experience with project management software and methodologies
  • Understanding of KPI metrics and how to drive performance based on data
  • A+ and/or Network+ industry certification
  • Microsoft Certification - MCP or MCSA a plus
  • Apple Certification - ACMT preferred
  • Extensive knowledge of Microsoft Windows and PC Hardware
  • Experience with Apple products and Mac OS
  • Specific knowledge of Microsoft Office Products and client applications, Office 365 experience a plus
  • Experience supporting iPhone/iPad devices within a Microsoft Exchange Environment
  • Familiar with TCP/IP protocol
  • Experience supporting and driving adoption to cloud services and SaaS platforms
  • Hands-on hardware and software troubleshooting experience
  • Excellent written and verbal communication and interpersonal skills
  • Able to present technical ideas in professional and user-friendly language
  • Experience providing white-glove support for senior management and executives
  • Able to effectively prioritize tasks in a high-pressure environment
  • Outstanding customer service focused attitude
  • Able to lift and transport moderately heavy objects/equipment, such as computers and peripherals
  • Understanding of the ITIL framework and Service Management best practices
  • Experience with ServiceNow and/or another ticketing system
  • Experience with asset management best practices
  • Experience with Windows Imaging solutions

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