IT Service Desk Manager

IT Service Desk Manager – Salt Lake City, Utah – Direct Placement – $90K to $114K DOE + bonus

The IT Service Desk Manager is responsible for leading daily IT Service Desk operations and delivering a high-quality end‑user support experience across the organization. This role oversees incident, request, problem, and knowledge management processes while driving operational efficiency, service improvement, and customer satisfaction through ITIL 4 best practices.

• Lead and manage the IT Service Desk team, including coaching, performance management, and development
• Oversee Incident, Request, Problem, and Knowledge Management processes aligned to ITIL 4
• Manage service desk staffing, scheduling, and workload distribution to meet service levels
• Coordinate escalations and collaborate with Infrastructure, Field Services, and Cybersecurity teams
• Drive root cause analysis and remediation efforts to prevent recurring issues
• Expand self‑service and knowledge management capabilities to improve user experience
• Monitor service metrics, trends, and customer satisfaction indicators
• Develop and maintain support processes, standards, and operational documentation
• Lead continual service improvement and operational maturity initiatives
• Support service readiness and change activities for new technologies and solutions

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
• ITIL 4 Foundation certification or ability to obtain within a defined timeframe
• 6+ years of experience in IT support, service desk, or field services environments
• 2+ years of leadership or supervisory experience managing technical teams
• Experience with ITSM platforms such as Service Now or similar tools
• Strong understanding of ITIL 4 service management practices
• Experience managing incidents, requests, problem management, and knowledge management processes
• Strong communication, organizational, leadership, and customer service skills
• Ability to manage priorities and operate effectively in fast-paced enterprise environments

• Experience supporting enterprise or multi‑site environments
• Familiarity with change management and service readiness processes
• Exposure to infrastructure, cybersecurity, or endpoint support operations

We champion equality and inclusivity, proudly supporting an Equal Opportunity Employer policy. We welcome applicants regardless of Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other status protected by law.