Manager, IT Service Desk

Mister Car Wash is rewriting the rules of the car wash industry. Headquartered in Tucson, Arizona, we are the nation's largest and fastest growing multibillion dollar, publicly traded car wash company with over 500 car washes in 21 states!


We wash cars for the fun of it. We put people first. We help turn jobs into careers.


We’re currently seeking a Manager, IT Service Desk to join our Headquarters team!

The Manager, IT Service Desk leads the frontline support team in delivering responsive, high-quality technical assistance to end users across the enterprise. This role is accountable for team performance, service outcomes, and continuous improvement initiatives that support business efficiency and digital reliability. By fostering a customer-first culture and leveraging ITIL-aligned practices, the Manager ensures that IT support services remain scalable, effective, and aligned with broader organizational priorities. The position serves as a strategic partner across business units, translating operational insights into service delivery enhancements.
What You Will Do:
• Hire, coach, and manage service desk staff to cultivate a high-performing, service-oriented team
• Lead workforce planning and shift coverage to ensure responsive support across time zones and business units
• Monitor real-time performance metrics and adjust priorities to meet service goals and peak workloads
• Design and optimize incident management workflows, embedding ITIL principles into daily operations
• Conduct periodic root cause analyses to eliminate systemic issues and reduce repeat incidents
• Maintain and expand knowledge base articles, self-service portals, and automated help resources
• Act as the escalation point for priority tickets and service-related concerns from internal departments
• Report monthly performance metrics to IT leadership and recommend strategic investments or changes
• Facilitate regular feedback loops with stakeholders to evolve support services around business needs
• Lead selection and configuration of service desk tools, ensuring maximum efficiency and usability
• Track usage trends across support platforms and identify opportunities for integration or automation
• Stay informed on emerging technologies and evaluate them for operational impact and end-user benefit
Note: The job duties above provide a general sense of the role; though, additional duties may be assigned as necessary
How You Will Shine:
• Bachelor’s Degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience (4+ years)
• Minimum of 5 years in IT support or service desk operations, with at least 2 years in people management or strategic oversight
• Demonstrated success implementing and evolving ITSM tools and processes
• Expertise in managing service transitions, upgrades, and rollouts within large organizations
• Strong background in user-centered service delivery and performance reporting
• Advanced knowledge of ITIL practices and the ability to tailor them to operational realities
• Proven ability to lead technical teams through change while maintaining morale and productivity
• Skilled in stakeholder engagement, balancing technical constraints with user expectations
• Exceptional verbal and written communication skills for diverse audiences
• Analytical thinker with experience interpreting performance data to drive decisions
• Familiarity with ticketing systems, dashboards, remote support, and workflow automation
• Strong strategic planning capabilities with an eye for scalable support solutions
• Ability to resolve conflict, manage competing priorities, and lead service recovery efforts under pressure
Licenses/Certifications (Preferred):
CompTIA A+, ITIL Foundation Certification, HDI Support Center Manager, CompTIA Project+.


What motivates our team:
• Excellent Benefits including medical, vision, dental, PTO, 401k, etc.
• Career Progression with a high growth, publicly traded company.
• Employee Stock Purchase Plan (ESPP) offered after 6 months of employment.
• Modern office space in the heart of downtown Tucson.
• On-site Fitness Gym and Bike Share.
• Employee Game Room and Lounge.
• Free Unlimited Wash Club Membership.
It's your time to SHINE! Join the Mister Car Wash team today!


Mister Car Wash provides equal employment opportunities to all employees and applicant for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We participate in the E-Verify system nationwide.