Service Desk Manager

Overview

This is a hybrid schedule role, you would be required to come onsite to one of our locations in either Littleton CO, Roseville, MN, or Las Vegas NV. We are seeking a Service Desk Manager to lead and continuously improve the end‑to‑end digital workplace experience for our users, including executives, corporate office and remote employees, and manufacturing teams. This role is accountable for delivering reliable, high‑quality service today while progressively modernizing service desk operations to improve efficiency, scalability, and user experience. You will lead a geographically distributed, hybrid service desk organization and play a key role in evolving how service is delivered—balancing operational stability with meaningful improvement.

Responsibilities

• Own The End-User Experience
  Take accountability for the end-to-end digital workplace experience across diverse user groups and environments
  Partner with infrastructure, application, security, compliance, and shared services teams to address experience gaps and recurring issues
  Ensure service models are appropriately tailored (e.g., executive support, manufacturing environments) while maintaining consistent standards
  Run and Improve Service Desk Operations
  Lead day-to-day service desk operations with a strong focus on reliability, responsiveness, and customer satisfaction
  Improve service maturity by standardizing processes, reducing variability, and increasing predictability
  Shift the organization from reactive support toward a more proactive, insight-driven operating model
  Drive Automation & Tooling
  Reduce manual effort and operational friction through automation, self-service, and tooling improvements
  Lead the integration and maturation of service desk processes within ServiceNow, aligning workflows to desired outcomes rather than existing habits
  Increase adoption of knowledge management and self-service capabilities

• Lead the Team
  Lead a hybrid, multi-location team of frontline staff and team leads / supervisors
  Coach and develop leaders to take on increased ownership of people management and execution
  Foster a customer-centric culture grounded in accountability, empathy, and continuous improvement

• Measure What Matters
  Establish service performance metrics that go beyond SLAs to include experience outcomes, efficiency, and trend reduction
  Use data and user feedback to guide prioritization, decision-making, and improvement efforts

Qualifications

• Experience leading IT service desk or IT service management teams in hybrid, multi-location environments
  Proven ability to balance operational excellence with continuous improvement
  Strong customer service mindset with demonstrated ownership of end-user experience outcomes
  Experience implementing or integrating service desk processes into ServiceNow (strongly preferred)
  Track record of reducing manual work and improving efficiency through automation and tooling
  Experience managing frontline staff and team leads or supervisors
  Strong communication, leadership, and change-management skills
  Working knowledge of ITIL and service management best practices

Requirements

• Bachelor's degree in Computer Science, Information Technology, Human-Computer Interaction, or a related field or equivalent experience.
  Minimum of 5 years of experience in a leadership role within IT service management.
  Leadership and team management
  Excellent communication and interpersonal skills
  Analytical and problem-solving abilities
  Customer-focused mindset
  Ability to work collaboratively across departments

• Physical Demands
  Must be able to remain in a stationary position (sitting or standing) a majority of the time.
  Occasionally move about inside the office to access cabinets and office machines.
  Constantly operates a computer.
  Works in indoor office conditions.