ITSM Service Desk Lead

TITLE: ITSM Service Desk Lead
LOCATION: Aurora, CO (Hybrid)
BENEFITS: Medical, Dental & Vision, 4% match on 401(k), Life Insurance, Short & Long-Term Disability, employee perks, and more (detailed below).

We are seeking an experienced ITSM Service Desk Lead that will be responsible for redesigning and rebuilding a service desk function from the ground up, with a strong focus on implementing structured ITSM processes and scalable support workflows. The ideal candidate brings hands‑on leadership experience within a help desk environment and a deep understanding of ticketing systems, change management, and ISO‑aligned procedures.

This is a high‑impact opportunity to improve operational efficiency, service visibility, and overall IT service delivery.

• Redesign and rebuild the service desk operating model to improve structure and scalability
• Establish and optimize ITSM processes, including incident, request, and change management
• Evaluate and enhance ticketing workflows to improve efficiency and reporting visibility
• Implement best practices aligned with ITIL and ISO standards
• Lead service desk operations and provide guidance to support staff
• Identify gaps in current processes and drive continuous improvement initiatives
• Develop documentation, SOPs, and governance procedures for IT support functions
• Collaborate with IT leadership to align service delivery with organizational goals

• 5+ years of experience in Service Desk or IT Support environments
• Proven background in ITSM frameworks and process improvement initiatives
• Strong experience with ticketing systems and workflow optimization
• Hands‑on experience with change management and ISO‑related procedures
• Prior experience leading or managing a help desk function strongly preferred
• Demonstrated ability to redesign operational processes from the ground up
• Strong communication and stakeholder collaboration skills
• Ability to operate independently in a mid‑to‑senior level leadership capacity BENEFITS

  Bridge View makes it easy to say “yes” to joining our team by providing exceptional benefits, with national Medical, Dental, Vision, Teladoc, and Life Insurance coverage effective on the first of the month from your date of hire. Our 401(k) is 4% matched and fully vested, and we offer voluntary benefits such as Short & Long-Term Disability, Critical Illness, Accident, AD&D, Legal Shield, etc.
  
  We help you take care of your mind with a paid subscription to the Calm app, and your wallet with cashback available through thousands of vendors (Ace Hardware, Verizon, , and more).

  ABOUT BRIDGEVIEW

  Bridge View is a talent and technology consulting company that helps business leaders build exceptional technology teams and deliver complex projects with confidence. Since 2005, Bridge View’s tenured recruiting team has built a vast network of niche technologists and executive leadership candidates to help our clients solve their most complex talent challenges. Paired with strategic consulting services, Bridge View further delivers project collaboration in the areas of people, process, and technology.
  
  This blended approach allows clients to adjust in real‑time to align with their budgets while receiving Big 5 expertise to meet their objectives.

  Bridge View. Within Sight.

  We are an equal opportunity employer and value diversity. All employment decisions are made due to qualifications, merit, and business need. The successful candidate’s starting salary will be determined based on permissible, non‑discriminatory factors such as skills, experience, and geographic location.