IT Service Desk Manager
$75kFull-time
Kforce has a client in Draper, UT that is seeking an IT Service Desk Manager. Summary: The IT Service Desk Manager is responsible for leading the daily operations of the IT Service Desk and owning the end-user support experience across the organization. This role ensures delivery of reliable, efficient, and customer-focused IT support while applying ITIL 4 service management best practices. This individual will serve as both a people leader and operational owner across incident, request, problem, and knowledge management processes, partnering closely with Field Services, Infrastructure, and Cybersecurity teams to deliver consistent, high-quality service. Responsibilities: Service Desk Leadership:
- Lead and manage the IT Service Desk team, setting expectations, coaching performance, and supporting career development
- Oversee staffing, scheduling, and workload distribution to meet service level targets
- Drive a strong customer service culture focused on end-user experience
- Own ITIL-aligned practices including Incident Management and Service Request Management
- Serve as Problem Manager, driving root cause analysis, remediation, and prevention of recurring issues
- Establish and maintain service management processes, standards, and documentation aligned to ITIL 4
- Coordinate escalations across technical teams including Field Services and Infrastructure
- Monitor and report on service performance metrics, trends, and customer experience indicators
- Ensure consistent delivery of high-quality IT support across enterprise environments
- Expand self-service capabilities and Knowledge Management to improve user enablement and reduce ticket volume
- Drive service improvement initiatives to enhance efficiency, reliability, and user satisfaction
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
- 6+ years of experience in IT support, service desk, or field services environments
- 2+ years of experience leading or supervising technical teams
- Experience with ITSM platforms such as ServiceNow or similar tools
- Strong understanding of ITIL 4 service management practices, including Incident, Problem, Request, and Knowledge Management
- Strong communication, organizational, and customer service skills
- ITIL 4 Foundation certification (or willingness to obtain within a defined timeframe)
- Experience supporting enterprise or multi-site environments
- Experience driving service improvement or operational maturity initiatives
- Leadership opportunity with ownership of the end-user support experience
- Ability to drive process maturity and service improvements
- High visibility across IT and business stakeholders
- Opportunity to build and enhance ITIL-aligned service operations
Vacancy posted 13 days ago
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