IT Service Desk Manager - $120-130k - Hybrid in Denver, CO
Our client is a global financial services company, looking to add an IT Service Desk Manager to their Denver, CO team to service teams globally.
Location : Cherry Creek, Denver, CO - hybrid 3 days a week.
Schedule
7am-4pm
Responsibilities :
- Lead a team of Tier 1 & 2 service desk specialists.
- Foster a collaborative and high-performing culture through regular team meetings, performance reviews, and training sessions.
- Implement process enhancements to streamline ticket management and boost IT and Service Desk team performance.
- Ensure high levels of customer satisfaction through continuous service improvement initiatives.
- Serve as the primary contact for escalated issues and complex technical problems, guiding the team in tracking and resolving open issues while documenting solutions for future reference.
- Ensure thorough documentation of solutions to facilitate future troubleshooting efforts.
- Exhibit strong IT project management skills to ensure the timely and successful completion of projects while overseeing day-to-day operations.
- Utilize tools like ServiceNow and PowerBi to monitor service desk performance metrics and KPIs, identifying trends, improvement areas, and optimization opportunities.
- Implement and enforce service desk policies, standards, and best practices to uphold high levels of customer satisfaction.
- Engage actively in day-to-day technical support activities alongside the service desk team and customers.
- Implement, manage, and govern asset management strategies and processes to ensure proper accounting of hardware assets.
- Participate in the Major Incident Manager on-call duty process (MIM) for P1 / P2 incidents.
Requirements
- 2-4 years of IT leadership experience.
- Strong knowledge of Microsoft technologies including Windows OS desktop environment, Microsoft O365 application suite and Infrastructure technologies (Networking, Servers etc).
- Knowledge of Apple iOS products.
- Strong emotional intelligence and the ability to coach and mento effectively.
- EXperience servicing a global organisation.
- Experience with ServiceNow
Benefits
- 6% match on 401k, can rise incrementally to 10% with tenure
- Comprehensive Healthcare / Dental / Vision
- Free Parking
Please apply with an up-to-date resume
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