<p>OVERVIEW: The Service Desk Manager leads the Service Desk function to deliver reliable, secure, and customer-focused technology support across MarineMax. This role is accountable for day-to-day service delivery, team leadership, and continuous improvement of IT service management (ITSM) processes to ensure alignment with business needs, compliance requirements, and industry best practices. The Service Desk Manager establishes and optimizes processes, tools, and workflows, develops team capabilities, and drives a culture of accountability, professionalism, and continuous improvement while ensuring services are scalable, cost-effective, and aligned with ITIL 4 and HDI standards.</p> <p>KEY RESPONSIBILITIES:</p> <ul> <li>Lead and develop the Service Desk team through coaching, performance management, hiring, scheduling, and workforce planning to ensure consistent, high-quality service delivery. </li><li>Drive a customer-centric Service Desk culture focused on responsiveness, professionalism, accountability, and continuous improvement. </li><li>Own and mature IT service management processes, including Incident, Request, Knowledge, Problem, and Major Incident Management, ensuring alignment with ITIL 4 best practices. </li><li>Serve as Incident Commander for major incidents, directing response efforts and providing clear, timely communication to leadership, customers, and partners. </li><li>Establish, monitor, and report Service Desk performance metrics (e.g., SLAs, customer satisfaction), using data and trends to improve efficiency and service quality. </li><li>Partner with IT, Cybersecurity, and Compliance teams to onboard systems, manage access and security-related incidents, and ensure alignment with SOX, ITGC, and ITAC controls. </li><li>Oversee daily Service Desk operations, including ticket assignment, escalation, resolution, communication, and knowledge base maintenance. </li><li>Lead initiatives to reduce repeat incidents through root cause analysis, documentation, automation, and workflow optimization. </li><li>Manage Service Desk tools, hardware and software procurement support, vendor relationships, and third-party service providers to ensure SLA adherence and cost-effective delivery. </li><li>Maintain accurate documentation, processes, and procedures while operating within overall IT department objectives and priorities. </li><li>Perform additional leadership responsibilities, special projects, and any other tasks as assigned. </li></ul> <p>KEY RESULTS:</p> <ul> <li>A consistently high-quality Service Desk experience, demonstrated by improved SLA performance and team member satisfaction scores. </li><li>A well-trained, engaged, and high-performing Service Desk team with clear accountability and documented processes. </li><li>Mature, standardized, and continuously improving ITSM processes aligned with ITIL 4 best practices. </li><li>Reduced incident recurrence through effective problem management, knowledge management, and automation. </li><li>Clear, timely, and effective communication during incidents and major outages. </li><li>Strong audit readiness and compliance with SOX, ITGC, and ITAC controls. </li><li>Reliable vendor performance and cost-effective service delivery through effective relationship and SLA management. </li><li>MarineMax and its subsidiaries uses E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities. </li></ul>