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IT Service Desk Manager

$75k
Full-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
IT Service Management (ITIL 4):
  • 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
Operations & Service Delivery:
  • 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
Continuous Improvement:
  • 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
Preferred:
  • 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
What This Role Offers:
  • 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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