IT Service Desk Manager

About Evergreen Goodwill 

Evergreen Goodwill of Northwest Washington is a 501(c)(3) nonprofit organization founded in 1923 that helps people get jobs across Northwest Washington by offering high-quality free job training, education and job placement. Goodwill empowers individuals to overcome barriers to working, by providing comprehensive support and connecting them with life-changing job opportunities, ensuring they are career-ready and can support themselves and their families.  

 The organization employs over 2,000 people, operates five job-training centers, 23 nonprofit retail stores and more than 27 donation sites in King, Snohomish, Skagit, Whatcom and Kitsap Counties. Every day, Evergreen Goodwill connects people with the jobs, services and skills they need — because Jobs Change Lives. We are committed to creating and sustaining a culture of equity, diversity and inclusion (DEI) and are focused on creating a joyful, inclusive and successful organization. 

Job Title: IT Service Desk Manager

Salary Range: $75,000 - 85,000

Location: Seattle - Administration

Position Summary

Evergreen Goodwill is seeking a Service Desk Manager who will be responsible for ensuring the efficient operation of IT services and support across the organization. This role oversees IT service delivery, manages the help desk function, and ensures IT systems and support processes align with business needs. The Service Desk Manager will play a critical role in maintaining service reliability, optimizing ITSM processes, and enhancing user experience through effective IT support. Additionally, this role requires strong presentation and communication skills, with the ability to provide updates and insights to an executive audience and maintain accountability for IT service performance.

Key Responsibilities

IT Service Management & Support Operations:

• Oversee the IT service desk and support operations, ensuring timely resolution of incidents and service requests.
• Develop and implement innovative but best-practice-based service management processes to improve efficiency and service quality.
• Manage the incident, problem, and change management processes to minimize disruptions and enhance system reliability.
• Monitor, improve, and report IT service performance through KPIs, metrics, and SLAs, while fostering positive relationships with end users by prioritizing responsiveness, transparency, and satisfaction.
  
  

User Support & IT Enablement

• Serve as the primary escalation point for IT service issues, ensuring resolution of complex support cases.
• Act as the primary IT contact for retail front-line store leaders and business admin teams, ensuring IT services effectively support business operations.
• Develop strong relationships with user groups, consistently gathering feedback to identify pain points and opportunities for improved support.
• Improve end-user experience by enhancing self-service options, knowledge base, and IT training materials.
• Work closely with application support teams to address recurring issues and optimize user workflows.
  
  

Vendor & Asset Management

• Oversee IT service providers, vendors, purchasing, and third-party support contracts, ensuring SLA compliance and strong vendor partnerships.
• Manage IT assets, including hardware, software licenses, and IT inventory to optimize lifecycle management and cost efficiency, ensuring that all touchpoints support user needs and maintain a high standard of service delivery.
  
  

Collaboration & Continuous Improvement

• Partner with IT leadership to align service strategies with business objectives and user expectations.
• Identify opportunities to automate and streamline service processes, working with IT team members to implement improvements.
• Lead efforts to enhance cybersecurity awareness and compliance across IT services, ensuring that changes are communicated effectively and meet both technical and user-centered success criteria.
• Maintain a culture of continuous improvement by regularly assessing user satisfaction and fostering collaborative relationships across departments.
  
  

Required Qualifications

• A bachelor's degree in fields like Business Administration, Information Systems, or Computer Science or equivalent work experience.
• 5 years of experience in IT service management, help desk leadership, or IT operations.
• Proven ability to manage and maintain strong service desk performance using standard metrics such as response time, resolution time, first-contact resolution, and user satisfaction.
• Demonstrated commitment to service excellence through clear communication, expectation-setting, and proactive user engagement regarding availability, support channels, and response timelines.
• Strong understanding of ITIL frameworks and best practices for IT service management, including incident, problem, and change management.
• Experience managing IT service desks and support operations, with hands-on knowledge of ticketing systems such as Freshservice, ServiceNow, Jira, Zendesk, or similar platforms.
• Demonstrated ability to improve user satisfaction through clear communication, responsiveness, and proactive issue resolution.
• Familiarity with enterprise IT environments, including SaaS applications, cloud-based services, endpoint management, and basic network infrastructure.
• Excellent communication and stakeholder engagement skills, with the ability to build trust and explain technical concepts to non-technical audiences.
• Experience supporting distributed teams and working with frontline retail or operations staff to align IT services with business needs.
• Strong vendor and contract management skills, including oversight of SLAs and third-party service providers.
• Ability to lead end-user enablement initiatives, including training content development, knowledge base management, and self-service support.
• Strong organizational skills with the ability to stay focused, manage priorities, and keep projects moving forward.
• Clear empathy and respect for frontline staff, with a commitment to delivering and designing practical, user-centered solutions.
• Comfortable analyzing problems, thinking critically, and offering practical solutions that help teams work smarter.
• Clear and confident communicator—able to share ideas, ask good questions, and keep people in the loop.
• Reliable, detail-oriented, and committed to doing great work with care and follow-through.
• Good with time management, able to balance multiple tasks and follow through on commitments.
• Curious and improvement-minded—always looking for ways to make things better or more efficient.
• Capable of managing small-to-medium projects by breaking work into steps, setting realistic timelines, and following through to meet deadlines.
• Occasional evening, night, and weekend availability is required, as the Help Desk Manager will be on-call to respond to service needs during non-business hours.
  
  

Preferred Qualifications

• ITIL certification or similar service management qualification preferred.
• Experience with process improvement, workflow optimization, and automation tools (e.g., Power Automate, LogicApps) is highly desirable.
  
  

Physical Abilities: While performing the duties of this job, the employee will be required to sit for periods of time, communicate with other employees by talking and hearing, required to lift and carry items weighing up to 50 pounds, and operate computer systems. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Able to communicate with others effectively both verbally and written, including those who have limited English skills. Maintain reliable attendance.

Work Environment

• Exposure to computer screens.
• The noise level in the work environment is usually moderate.
• Required job duties are normally performed in a climate-controlled office environment, or remotely from home.
  
  

Everyone Is Welcome  

 When you join Evergreen Goodwill, you join a truly vibrant community. We value the things that make us different and unique. From diverse international and ethnic backgrounds, to languages, identities, ages, orientations, and beyond, Evergreen Goodwill celebrates individual and cultural diversity.  

  Why work at Evergreen Goodwill?  

• A health plan that includes medical, dental, vision and prescription coverage
• 100% Employer-paid life, accidental death and dismemberment (AD&D), and long-term disability insurance (for salaried employee)
• Voluntary supplemental coverage for life, accident, illness, and short- and long-term disability
• Flexible Spending Accounts (FSA) Plan
• Roth and 403(b) Retirement Savings Plan program
• Paid vacation, (9) holiday and sick time
• Limited paid time off for Jury Duty and Bereavement Leave
• Employee discounts
• Employee Assistance Program (EAP)
• Career Advancement Opportunities
• Paid Job Training
  
  

 

EEO Statement: Evergreen Goodwill of Northwest Washington is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, creed, sex, national origin, age, disability, marital status, citizenship, military status, sexual orientation, gender identity, genetic information, veteran status, or other protected characteristics in accordance with applicable law. This policy applies to all aspects of employment, including hiring, compensation, benefits, and termination.  

 This document does not represent a contract of employment, and EGNW reserves the right to change this job description and/or assign tasks for the employee to perform, as EGNW may deem appropriate.