Service Desk Manager

Service Desk Manager

Denovo, an Argano Company, seeks a motivated and skilled professional to take charge of administering, maintaining, and developing the ServiceNow platform across the organization. The preferred candidate should be creative with strong problem-solving abilities. Comfort with core application administration, workflow creation, data management, scripting, and process automation is essential. This role requires collaboration with both technical and non-technical teams to transform business objectives into scalable solutions suited for multiple departments. Additionally, clear communication about system changes and improvements to larger, non-technical groups is expected. You'll thrive in a fast-paced, rapidly expanding environment where priorities frequently shift, requiring flexibility and adaptability with a broad array of tasks and technologies.

The Service Desk Manager leads end-to-end service desk operations and continuous improvement, ensuring consistent, high-quality support for incidents and service requests. This role blends people leadership, ITIL-aligned process governance, and data-driven performance management, while advancing self-service, knowledge management, and automation to improve user experience and operational efficiency.

Key Responsibilities

• Service Desk Operations & Queue Management: Oversee daily operations across shifts, manage ticket flow and prioritization, and ensure timely triage, assignment, escalation, and resolution of incidents and service requests.
• ITIL/ITSM Process Governance: Understand the critical core practices for the Service Desk including Incident Management, Service Request Management, Knowledge Management, Service Level Management.
• Customer Experience & Communications: Set service standards for end-user interactions; manage escalations; provide clear, timely updates and partner with stakeholders to align expectations and service outcomes.
• Performance Management & Reporting: Define, track, and report KPIs (e.g., FCR, CSAT, SLA compliance, backlog, response/resolution times, ticket drivers) and lead corrective actions to improve performance and productivity.
• People Leadership: Hire, coach, schedule, and develop service desk staff; conduct performance reviews; build training plans; and promote a culture of accountability, learning, and continuous improvement.
• Knowledge & Self-Service: Build and govern a searchable knowledge base and self-service portal; establish content standards and review cadence to improve consistency and deflect repetitive contacts.
• Automation & Tool Optimization: Drive automation initiatives (e.g., intelligent routing, workflow automation, virtual agents/chatbots where applicable) to reduce manual effort and improve speed and quality of resolution.
• Internal Partners: Coordinate with internal resolver groups to meet SLAs/OLAs, manage escalations, and ensure contract obligations and service quality are achieved.
• Documentation & Controls: Maintain SOPs, runbooks, and quality controls (including ticket quality standards) to ensure repeatable execution and audit readiness.

Qualifications

• Experience: 5–8+ years in IT support/service management, including 2+ years leading a service desk/help desk team (enterprise or managed services).
• IT Service Management (ITSM)/ITIL: Working knowledge of ITIL-aligned practices (Incident, Request, Problem, Knowledge; familiarity with Change Enablement).
• Education: Bachelor's degree in information technology, Computer Science, or 5+ years equivalent experience.
• Certifications: ITIL 4 Foundation (preferred/minimum).

Technical Skills

• ITSM Platform: Experience administering and optimizing an ITSM tool (ServiceNow) including queues, categories, workflows, SLAs, knowledge articles, and reporting.
• Automation: Ability to identify repetitive work and make recommendations to implement automation via platform workflows.
• Reporting & Analytics: Ability to analyze trends and build operational reporting (e.g., Excel, Power BI, Tableau) to drive decisions and continuous improvement.
• Technical Breadth: Working knowledge of end-user computing, identity/access, networking fundamentals, and remote support/management tools.

Core Competencies

• Leadership: Coaching, performance management, workforce planning, and building an inclusive, service-oriented culture.
• Operational Rigor: Strong triage discipline, escalation management, and shift handoff practices in a fast-paced environment.
• Customer Focus: Clear, professional communication and a consistent focus on improving end-user experience.
• Continuous Improvement: Process mapping, root-cause thinking, and using metrics to prioritize and drive improvements.
• Stakeholder & Vendor Management: Ability to influence across teams and manage third-party performance to SLAs/OLAs.

The estimated base rate range for this position: $120,000.00 - $135,000.00 per year. The actual hourly range is based on fair market value based on your geographical location, skills, role requirements, and responsibilities. This posted compensation is a good faith and reasonable estimate. Denovo reserves the right to adjust this range depending on the selected candidate's qualifications.

Denovo provides a comprehensive benefits package that includes, but is not limited to Medical, Dental, Vision, Life and Disability insurance, FSA (Health & Dependent Care), HSA, 401(k), PTO, Paid Holidays, as well as Supplemental Benefits for Accident, Critical Illness, Identity Theft, and Legal support.

Denovo is proud to be an Equal Employment Opportunity employer. We are committed to fostering a diverse and inclusive workplace where all employees are treated fairly, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, age, or veteran status. In accordance with the Colorado Equal Pay for Equal Work Act, we ensure equitable pay practices and opportunities for advancement based on merit and qualifications, without regard to gender or any other protected characteristics. We value a respectful and supportive work environment where every individual can thrive.