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IT Service Desk Manager

Job description

Are you passionate about providing a fantastic customer experience that makes a difference in an end user's day? Do you feel fulfilled leading a team and coaching them to do the same? Are you incredibly proactive, organized, and driven to achieve great results that make an impact in your organization? And do you want to be highly valued? If so, you may be a great fit as our IT Service Desk Manager.

As a key leader in our organization, you would manage a team that triages, troubleshoots, and resolves technology issues and prepares, stages, and deploys computers and related equipment for our customers. You would also improve and update Support & Deployment offerings, meet financial objectives, and exceed customer expectations.  

We are a Denver IT company founded by business owners and corporate executives that understand the changing landscape of technology. We serve as a trusted and proven technology partner for our SMB clients, believe in fantastic customer service put into simple terms for users, and strategically introduce emerging technologies and optimize return on technology investments. Put simply, we serve as outsourced IT for our clients and give them command of their IT so they are protected and prosper, now and in the future. 

What you can expect from us:

  • A fast-paced environment that consistently offers new challenges and opportunities
  • Support for your ongoing learning and growth, and mentorship from the Director of Delivery
  • Ability to make a valued impact in the organization
  • The empowerment, authority, and resources to lead the professional development of your team members
  • Competitive salary and benefits

What we’ll expect from you and what you'll be doing:

  • Using your organization, passion for great customer experience, and proactive follow-up to ensure our clients' incoming IT requests are resolved efficiently, effectively, and with outstanding client satisfaction, using the required processes and software for documentation.
  • Using your high EQ, technical, client service and leadership skills to coach and mentor a caring team that loves to learn to help them to further develop their technical and soft skills with a foundation of best practices, encouraging collaboration and knowledge sharing. 
  • Leveraging your analytical thinking and proactive nature to drive customer relationship management activities: VIP support, customer communications, escalations, responses to customer satisfaction surveys that you conduct regularly, metrics gathering and analytics, KPIs, while contributing to the growth of overall support desk capabilities. 
  • Developing and managing the action plans that grow support desk and deployment capabilities including automating activities, system selection and implementation, and training and developing staff.
  • Contributing to customer onboarding process to ensure a smooth transition to Elevate Services Group support desk and deployment areas.
  • Ensuring all assets are properly procured, tracked and deployed.
  • Perform special projects as assigned.

Job requirements

  • Authorization to work in the U.S.
  • 5+ years’ experience with proven ability to support small to medium network environments with an ongoing desire to grow and learn technically and professionally.
  • 2+ years’ experience in managing and leading a team of 5+ employees. Direct experience running a remote support operation with external customers. Familiarity with ticketing systems required. Experience with Autotask preferred.
  • Experience with ITSM and ITIL preferred; HDI or ITIL Foundation certifications preferred.
  • Proven ability to communicate effectively, both verbally and written. Must be able to organize information and present it in a well thought out manner while also providing the appropriate level of supporting documentation to support the topic, issue, or proposal.
  • Work independently and be a self-starter. This person must be trustworthy and be able to work at a high level as well as be detail-oriented and process-driven.
  • Must be professional at all times, representing the Elevate Services Group both internally and externally, with professional appearance and demeanor.

Salary of $90-110K based on skills, experience, performance, and certifications, plus generous benefits. 

We are an equal opportunity employer and we value diversity at our company. We do not discriminate against otherwise qualified applicants on the basis of actual or perceived race, color, creed, religion, ancestry, citizenship status, age, sex, marital status, sexual orientation, national origin, disability or handicap, veteran status, or any other characteristic protected by applicable federal, state or local laws.