Service Desk Manager

Service Desk Manager

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. This is not a queue-management role; it is a leadership position focused on experience ownership, operational maturity, and enabling the team to perform at a higher level.

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 and Develop 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

What Success Looks Like (12–18 Months)

• End-user satisfaction has measurably improved across executives, office and remote employees, and manufacturing users
• Service desk operations are more predictable, standardized, and less reactive
• Manual processes have been reduced through automation and ServiceNow enablement
• Team leads and supervisors effectively own day-to-day execution and people leadership
• Performance conversations focus on experience, efficiency, and improvement—not just ticket volume

Pay range depending on experience: $105,900 - 132,500, plus bonus potential

Qualifications

What We're Looking For

• 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

Who This Role Is For

• Leaders who enjoy improving how things work, not just keeping them running
• Managers who care deeply about customer experience and operational discipline
• People comfortable operating in environments with mixed levels of maturity

Who This Role Is Not For

• Managers who prefer strictly steady-state environments with no change mandate
• Leaders focused primarily on ticket queues and task assignment

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.

This role requires the ability to work from home in a virtual environment, where the following is required; reliable high-speed internet access (hotspot not acceptable) dedicated distraction-free home work environment

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time

Company Overview: CPI Card Group® is a payment technology company and leading provider of credit, debit and prepaid solutions delivered physically, digitally and on-demand. CPI helps our customers foster connections and build their brands through innovative and reliable solutions, including financial payment cards, personalization and fulfillment, and Software-as-a-Service (SaaS) instant issuance. Learn more at

Benefits: Competitive pay rates and an inclusive, empowering and rewarding culture. Solid benefits package including Medical, Dental, Vision, Long Term Disability, Short Term Disability, Life Insurance, Accident Insurance, Critical Illness Insurance, FSA, HSA, Vacation and Holiday Pay, Tuition Reimbursement and 401(k) with a competitive company match percentage.

CPI is an Equal Opportunity Employer, including disability/vets. A complete background including drug screen is contingent upon hire.