Service Desk Manager
$105,000–$125,000 year
On-site · Boulder, Colorado, United States
Job Summary
Service Desk Manager responsible for leading a customer-facing service desk, defining and enforcing the ticketing system and SLA, managing a 5-6 member support team across multiple sites, and delivering data-driven KPI reporting. Leads staff selection, training, coaching, and performance evaluation; ensures professional, timely customer interactions; collaborates with IT leadership on productivity and innovation (including automation and genAI) to improve service delivery; travels weekly to farm and plant sites in Colorado (Platteville and Gill) to ensure quality service. Requires 3-5 years in a service desk management role, a related Bachelor’s degree, experience with corporate ticketing systems, and a valid driver’s license; familiarity with FreshService ITSM is a plus.
Required Qualifications
- Bachelor’s Degree preferably in computer information technology, computer science or a related field
- 3-5 years of experience in a service desk management role, with responsibility in a corporate technical environment
- Experience in managing a corporate ticketing system
- Strong leadership for coaching and disciplining employees
- 1-2 years of FreshService ITSM experience preferred but not required
- Working knowledge of Windows Operating Systems and Microsoft Products
- Must possess a valid driver’s license, reliable mode of transportation and proof of automobile insurance
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