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Job listing closed on 11 May 2024
8 Mar 2024

Manager, IT Service Desk

🇺🇸 New York City, NY, USA
Full Time
3+ years exp.
US$110,000 – US$140,000 per year

Founded in 1917, the National Hockey League (NHL®) is the premier professional ice hockey league in the world, and is one of the major professional sports leagues in the United States and Canada.

With more than 1500 employees across the US and Canada, the NHL is a global sports and entertainment organization committed to building healthy and vibrant communities using the sport of hockey to celebrate fans of every race, color, religion, national origin, gender identity, age, sexual orientation, and socio-economic status.

At the NHL, we are looking for dynamic, energetic and impactful individuals who are committed to doing the same by sharing in our philosophy that Hockey is for Everyone – and inclusion belongs on the ice, in the locker rooms, boardrooms and stands.



As a Service Desk Manager at the NHL, you will be responsible for leading a team of support staff and ensuring the ServiceDesk team is operating efficiently. You will be the primary point of contact between the Service Desk team and other support teams and will analyze service desk activities, document processes, and recommend improvements which optimize service delivery and staff performance.

In this role, you will have the opportunity to manage support team performance while executing the operational and tactical plans of the Service Desk. You will prioritize and schedule service desk activities to maximize issue resolutions in minimum time. Coaching and mentoring are critical aspects of this role. You will be responsible for providing guidance and support to the ServiceDesk team, and for ensuring that they have the necessary skills and knowledge to perform their roles effectively. You will work closely with the team to identify areas for improvement, and will provide feedback and coaching to help them develop their skills and achieve their goals.

We are looking for a candidate who has experience in managing a service desk, help desk, or IT support team. You should have the ability to manage and motivate a team of technical professionals, and be able to collaborate on policies and standard operating procedures with IT Managers.

If you are passionate about providing excellent customer service and have a proven track record of managing a team of technical professionals, we encourage you to apply for this exciting opportunity.


  • Ensure all Service Desk processes are thoroughly documented, consistently audited, and regularly improved
  • Ensure the team has and uses the required tools and software to identify, document, track and resolve issues
  • Coach and mentor the team, providing necessary resources to improve knowledge and skills
  • Provide technical support to the ServiceDesk team and to Service Desk customers
  • Manage support queues to ensure service delivery meets/exceeds expectations for quality and timeliness
  • Manage team performance, schedules, and schedule adherence
  • Ensure team adherence with ServiceDesk procedures and corporate policies
  • Provide data and reporting of performance metrics and manage improvements where necessary
  • Identify training opportunities, coordinating with the Director of Support Services to ensure each support member is provided the training necessary for their skills to improve
  • Maintain consistent communication with Director of Support Services, keeping him/her informed of all issues pertinent to the success of the team

Knowledge Areas/Experience

  • 3-5 years of service desk supervisory experience required
  • Must be customer experience focused with demonstrated results providing support services
  • Must be able to deal effectively with all types of internal/external customers

Required Skills

  • Excellent communication skills and written/verbal communications skills
  • Excellent computer and technical troubleshooting skills
  • Able to work independently as well as be a team player
  • Willing and able to support 24/7 operations

These core competencies reflect the underlying values that are necessary to represent the National Hockey League:

  • Accountability
  • Adaptability
  • Communication
  • Critical Thinking
  • Inclusion
  • Professionalism
  • Teamwork & Collaboration


The NHL offers U.S. regular, full-time employees:

Time to Recharge: Utilize our generous Paid Time Off (PTO) to focus on your well-being and ensure a healthy work/life balance. PTO includes paid holidays, vacation, personal and sick days, plus an extra day off for your birthday.

Ability to Focus on your Health: Along with competitive salaries, the NHL offers comprehensive health benefits to employees and their eligible dependents effective on their first day with us – there is no waiting period. The NHL subsidizes a large portion of the health benefits costs, therefore your cost for medical, dental and vision coverage is minimal.

We also offer our employees and members of their household access to our Employee Assistance Program (EAP) to support mental, physical, and financial health. In addition, employees have access to a digital wellness resource designed to improve health and happiness through courses in sleep, movement, and focus. These services are confidential and at no-cost to our employees.

Childcare Leave: Because your family is the NHL family, employees are offered comprehensive Childcare Leave to welcome your new addition. The primary caregiver to the child is entitled to up to 12 weeks of paid Childcare Leave, at full pay, following the birth, adoption, or placement of a child.

Employees that are not the primary caregiver to the child are entitled to up to 6 weeks of paid Childcare Leave, at full pay, which must be taken within the first 6 months following the birth, adoption, or placement of a child.

Confidence in your Retirement Goals: Participate in the NHL’s Savings Plan which includes a 401K(pre-tax and Roth options) plus non-elective (employer) contributions to keep your retirement goals on track.

A Hybrid Work Schedule: The NHL recognizes the value of flexibility in work locations/schedules to help our employees balance work/life priorities. Hybrid work schedules are available for a majority of our roles.

Our New Headquarters: Our new, state of the art, offices are located at One Manhattan West in Hudson Yards. When you’re in the office, you can conduct meetings in one of our high-tech conference rooms, have lunch with a view or play in the game room. Employees can also enjoy New York’s newest neighborhood that is home to more than 100 shops, culinary experiences, and public artwork.

A Savings for Commuting: Participate in the NHL’s pre-tax commuter benefit plan whichhelps offset the financial cost of traveling to and from our office.

NHL Partner Rates: Unlock exclusive pricing from our Partners that include savings on travel, consumer goods and services, plus the NHL Store.

Life at the NHL: In your first few days, you meet with your new teammates and the HR Team. You have the opportunity to learn more about the NHL and our workplace culture. Employees are invited to play hockey during our Tuesday Night Skate at Chelsea Piers, join our Employee Resource Groups and more. You are a part of our team and we encourage you to be your authentic self, adding to our dynamic workplace culture.



Actual base pay for a successful candidate will be determined based on a variety of job-related factors, including but not limited to: experience/training, market demands, and geographic location.

When applying, please be sure to include a cover letter with your salary expectations for this role. We thank all applicants for their interest in this opportunity, however only qualified candidates selected for an interview will be contacted. NO EMAILS OR PHONE CALLS PLEASE.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.