IT Service Desk Manager
Job Details
AC8393 West Reading - West Reading, PA
7:30 -4:30 or 8:00-5:00

Fraser Advanced Information Systems has been named to the PA Best Places to Work list for 2020. Being named as a PA Best Place to work is a very prestigious honor as it is only presented to 100 PA companies, and even more impressive, only 30 medium sized companies, which Fraser is classified. We are very honored to be a part of such an impressive list!


IT Service Desk Manager requires a deep understanding of IT support processes and operational efficiency with a proven track record of customer service excellence. The Service Desk Manager’s role is to manage and oversee all aspects of the service desk staff and ensure that our customers are receiving an exceptional support experience.



  • Develop, enhance, and manage Service Level Agreements (SLAs) to establish request and problem resolution expectations and timeframes.
  • Identify, document, and implement Service Desk best practices
  • Manage prioritization and resolution of issues
  • Developing a performance measurements framework and facilitating a feedback system to team members on issues such as customer service, communication, and technical skills.
  • Partner with Sales, Service and Support personnel to strategically support accounts.
  • Create and maintain key indicators of department's services for problem and change activities.
  • Manage a Team
  • Improve usage of Service Desk resources and daily guidance to increase productivity of the team.
  • Establish and maintain a customer first Service culture
  • Develop and manage on-boarding implementation process and hand off to CSM team.
  • Perform client follow-ups to verify final resolution and determine satisfaction level.
  • Ensure that all phases of Service Desk work are properly coordinated, monitored, logged, tracked, and resolved appropriately.



  • Minimum of 5 years’ experience in a Service Desk/Support Desk, or other IT Services role
  • Supervisory or team management experience required
  • Extensive experience with Service Desk software, preferably ConnectWise
  • Experience with server and or desktop virtualization
  • Ability to thrive in a fast paced, multi-tasked environment
  • Good communication skills, written and verbal skills
  • Adaptability and able to shift gears quickly


Fraser offers:

  • Competitive compensation
  • Professional environment with opportunities for advancement based on performance
  • Comprehensive benefits package which includes medical, dental, vision, life and disability, vacation, paid holidays, 401k with company match, and expense reimbursement