ABOUT THE NATIONAL HOCKEY LEAGUE
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.  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.

 
WHAT WE EXPECT OF YOU

SUMMARY
The Service Desk Manager is responsible for leading the daily operations, technical direction, and continuous improvement of the Service Desk. This role combines strong people leadership with deep technical expertise, ensuring the team not only resolves incidents efficiently but also identifies and eliminates root causes through structured ITSM Incident and Problem Management practices. 
 
The manager is accountable for driving service quality through data-driven insights, leading problem investigations, and implementing long-term solutions that reduce incident volume and improve end-user experience. This includes ownership of incident, request, and problem management processes, leveraging ServiceNow and other enterprise tools to automate workflows and self-service support, enhance visibility, provide seamless support experiences for business users across a variety of channels, and enforce process consistency. 
 
A key focus of this role is developing a highly skilled technical team capable of advanced troubleshooting across systems including endpoint devices, identity platforms, collaboration tools, and network services. The Service Desk Manager provides hands-on technical guidance, leads major incident response, and ensures alignment with enterprise IT standards, security policies, and operational best practices. 

This role plays a critical part in advancing ITSM maturity by introducing automation, AI-driven insights, proactive monitoring, and trend analysis to shift the Service Desk from reactive support to proactive service delivery. 

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

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 which helps 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.

 $140-160K

 

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.

 

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.