IT Service Desk Manager

Job Description

Service Desk Lead

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Location: Denver, CO | Primarily office-based

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Compensation: $100,000–$110,000 annually

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Position Type: Full-time, salaried

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The Opportunity

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Epic Placements is partnering with a diversified organization to hire a Service Desk Lead who brings strong technical skills, thoughtful leadership, and a genuine commitment to customer service.

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This is a hands-on role supporting users across multiple businesses, each with its own priorities and needs. You’ll lead daily service desk operations, guide your team through escalations, and stay close to the technical work. Success here takes curiosity, sound judgment, and the ability to adapt your approach to the person and situation in front of you.

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Reporting to the Customer Service Director, you’ll help build a team that takes ownership, communicates clearly, and delivers support people can count on.

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What You’ll Be Doing

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• Lead day-to-day service desk operations, balancing incoming requests, escalations, and team priorities.
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• Coach and support team members, helping them strengthen their technical skills, confidence, and customer service approach.
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• Own escalated issues from initial troubleshooting through resolution, keeping users informed along the way.
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• Provide hands-on support for Windows and macOS environments, business applications, workstations, printers, and mobile devices.
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• Configure, deploy, and maintain endpoint systems using enterprise desktop management tools.
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• Partner with IT colleagues, project managers, and business users to understand needs and implement practical solutions.
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• Maintain service desk workflows and support ITIL practices across incident, request, problem, and change management.
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• Improve operational procedures, knowledge resources, and end-user documentation within SharePoint.
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What You Bring

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• 6+ years of experience in IT support, service desk operations, or a related role.
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• Experience leading, mentoring, or guiding IT support professionals.
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• Strong troubleshooting skills across Windows, macOS, Microsoft 365, Active Directory, Group Policy, PowerShell, and Azure environments .
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• Experience with enterprise endpoint deployment and management tools such as ManageEngine Desktop Central or SCCM .
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• Working knowledge of networking fundamentals, including TCP/IP, wireless connectivity, switches, cabling, remote access, and security best practices.
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• Clear communication and the ability to build trust with users across different businesses and levels of technical familiarity.
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• A calm, adaptable approach to shifting priorities, unfamiliar situations, and complex support needs.
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• A bachelor’s degree in a computer-related field or equivalent professional experience.
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Why This Role

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• Variety in the work: Support a diverse business environment with different users, systems, and challenges.
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• Meaningful team leadership: Develop people, exercise judgment, and help shape how the team delivers service.
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• Hands-on involvement: Stay engaged in troubleshooting and technical problem-solving while leading daily operations.
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• Visible impact: See the difference your team makes in keeping people productive and businesses running.
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Work Environment

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This position is primarily office-based in Denver, with occasional remote work opportunities to support offsite users and locations. Travel by automobile or airplane may be required.

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Responsibilities include installing equipment, working with cabling under furniture, handling hardware weighing up to 60 pounds, and safely operating a motor vehicle.

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This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm your work authorization in the U.S.

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