Service Desk Manager

Service Ownership Alignment Service Desk Ticket intake, triage, and routing Alert response and initial investigation Tier I and defined Tier II resolution Managed Services Engineering (MSE) Azure managed services and escalated workload support Critical Infrastructure Operations (CI-Ops) Datacenter activities Primary Role and Responsibilities Operational Leadership Provide daily leadership and direction for 24x7 Service Desk operations Manage staffing, scheduling, and workload distribution across all shifts Ensure consistent execution of support processes and standards Own overall queue health , including: Unassigned tickets Ticket backlog and aging Routing accuracy and ticket classification Ensure proper ticket ownership, updates, and closure quality Establish and enforce first-response standards Alert & Monitoring Operations Own Service Desk response to monitoring and alerting systems Ensure alerts are: Triaged and validated, and resolved or escalated appropriately Partner with MSE, CI-Ops and LCP to reduce alert noise and improve signal quality Ensure proper escalation discipline between Service Desk, MSE, CI-Ops, and LCP Identify recurring issues and elevate trends for resolution Collaborate with engineering teams to improve service delivery workflows Process & Continuous Improvement Develop and maintain runbooks, workflows, and documentation Identify opportunities to reduce manual work and improve efficiency Drive standardization across support processes Training & Team Development Develop onboarding and training programs for Service Desk staff Ensure team members are trained on tools, processes, and runbooks Create development plans aligned to career growth (Sys Admin ? Engineer) Performance Management & Reporting Establish and maintain operational KPIs, including: SLA adherence; first response time; ticket backlog and aging; routing accuracy; alert volume and repeat incidents Provide regular reporting to leadership with insights and improvement recommendations Manage performance reviews, coaching, hiring, and disciplinary actions Customer Experience Ensure high-quality communication and customer updates Drive consistent service delivery aligned to SLA expectations Promote a customer‑first culture across the Service Desk Requirements 3–7 years of experience in Service Desk, NOC, or IT support operations 2+ years of leadership or team management experience Strong understanding of ticket‑based support operations and SLA management Experience with ticketing systems (Autotask preferred) Familiarity with ITIL or service management frameworks Strong communication, leadership, and organizational skills Must reside in Cheyenne, WY. Relocation may be eligible for the right candidate. #J-18808-Ljbffr