Service Desk Manager

Job Title: Service Desk Manager
Location: Denver, CO
Compensation: $50-$55 hourly
Duration: 6 month contract to hire

Summary:

The Service Desk Manager is responsible for maintaining and supporting corporate IT systems while delivering exceptional customer service to end users. This role ensures the efficient operation of end-user applications, system support, and IT service management processes. The position reports to the Customer Service Director.

Essential Job Functions:

1. Oversee and manage the escalation process for end-user application and service support, ensuring timely resolution of support tickets while providing outstanding customer service.
2. Lead day-to-day operational support for endpoint devices and their operating systems, troubleshooting issues and ensuring optimal performance.
3. Contribute to the documentation and development of operational and maintenance procedures within SharePoint.
4. Collaborate with IT staff, project managers, and end-users to gather requirements and implement customer-driven solutions.
5. Support ITIL processes, including change management, incident management, request handling, and problem resolution, ensuring accurate documentation of all service tickets and projects.
6. Manage IT service management software, track active incidents, and oversee service requests to ensure high end-user satisfaction.
7. Configure, manage, and maintain end-user systems, including workstations, printers, and mobile devices, utilizing central desktop management software.
8. Develop and maintain end-user documentation to assist in system and software usage.
9. Perform additional duties as assigned.

Required Knowledge & Experience:

• Education & Experience:
• Bachelor’s degree in a computer-related field or equivalent work experience.
• Minimum six (6) years of experience in a related IT support or service desk role.

Strong understanding of networking technologies, including TCP/IP, MAC protocol, wireless protocols, network interface cards, Ethernet switches, network cabling, remote access methods, and security best practices.

Physical Requirements:

• Ability to perform physical tasks, such as installing equipment, running cables under furniture, and handling IT-related hardware weighing up to 60 pounds.
• Capability to safely operate a motor vehicle.
• Willingness and ability to travel via automobile and airplane as required.
• Primarily an office-based role, with occasional remote work opportunities to support offsite users and locations.

***This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm your work authorization in the U.S.

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