Service Desk Manager

At FORT, every role plays a part in reimagining how the modern workplace works. Whether you're on the front lines with customers or behind the scenes making things run, your work helps people connect, collaborate, and get things done. From classrooms to control centers, we design and deliver the systems that power smarter, more connected workplaces - and it all starts with the people who make them possible. FORT (formerly AVI Systems) is a 100% employee-owned company with 50+ years of experience and a bold new identity.

What You'll be Doing:

• Lead and oversee day-to-day operations of the Central Service Desk, with a focus on Tier 1 and Tier 2 support services.
• Develop and implement standardized tracking and reporting metrics, using Key Performance Indicators (KPIs) to monitor team performance and service delivery.
• Collaborate with cross-functional teams to align service strategies, enhance service offerings, and ensure consistent customer value.
• Allocate resources effectively to meet customer support demands across multiple AVI branches.
• Serve as the communication bridge between the Central Service Desk and local branch teams.
• Create and maintain service documentation, presentations, correspondence, and procedure manuals.
• Provide data-driven insights and reports to leadership to support business decisions.
• Lead by example in delivering excellent customer service and maintaining a strong service culture within the team.

What You Bring to Assure Success:

• Proven experience in service desk or IT service management roles, ideally in a managed services or enterprise technology environment.
• Solid understanding of ITIL-based service management practices; ITIL certification is a plus.
• Familiarity with technical concepts in AV/VC technologies, Unified Communications, Digital Signage, IT infrastructure, network management, firewalls, and cybersecurity.
• Strong leadership and interpersonal skills, with the ability to mentor, motivate, and develop team members.
• Excellent verbal and written communication skills, with the ability to present effectively to clients, stakeholders, and internal teams.
• Adept at problem-solving, data analysis, and decision-making in a fast-paced environment.

Why Should You Apply?
At FORT, your work matters, and it's easy to see the impact you make. That's because we're 100% employee-owned, and everyone here has a stake in how we show up - for each other, our customers, and the future we're building. You'll join a team that values your strengths, supports your growth, and shares your commitment to doing work that moves people and organizations forward. With bold momentum and a clear mission, FORT is a place where you can bring your best - and build what's next.

FORT offers the following benefits to our employee owners:

• Medical Insurance: Options for HDHP and Copay plans.
• Dental and Vision Plans
• Employer Paid
• Short-Term Disability
• Voluntary Life Insurance and Long-Term Disability
• Employee Stock Ownership Plan (ESOP): 401(k) Match, Profit Sharing & Dividends
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
• Employer Paid Employee Assistance Program: Three face-to-face visits with a counselor plus additional financial, legal, and health resources.
• Tuition Reimbursement

FORT is an equal opportunity employer. Disabled/Veterans.