IT Service Desk Manager

Responsibilities

Kforce has a client in Draper, UT that is seeking an IT Service Desk Manager. The IT Service Desk Manager is responsible for leading the daily operations of the IT Service Desk and owning the end‑user support experience across the organization. This role ensures delivery of reliable, efficient, and customer‑focused IT support while applying ITIL 4 service management best practices. The individual will serve as both a people leader and operational owner across incident, request, problem, and knowledge management processes, partnering closely with Field Services, Infrastructure, and Cybersecurity teams to deliver consistent, high‑quality service.

Service Desk Leadership:

• Lead and manage the IT Service Desk team, setting expectations, coaching performance, and supporting career development
• Oversee staffing, scheduling, and workload distribution to meet service level targets
• Drive a strong customer service culture focused on end‑user experience

IT Service Management (ITIL
4):

• Own ITIL‑aligned practices including Incident Management and Service Request Management
• Serve as Problem Manager, driving root cause analysis, remediation, and prevention of recurring issues
• Establish and maintain service management processes, standards, and documentation aligned to ITIL 4

Operations & Service Delivery:

• Coordinate escalations across technical teams including Field Services and Infrastructure
• Monitor and report on service performance metrics, trends, and customer experience indicators
• Ensure consistent delivery of high‑quality IT support across enterprise environments

Continuous Improvement:

• Expand self‑service capabilities and Knowledge Management to improve user enablement and reduce ticket volume
• Drive service improvement initiatives to enhance efficiency, reliability, and user satisfaction

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 6+ years of experience in IT support, service desk, or field services environments
• 2+ years of experience leading or supervising technical teams
• Experience with ITSM platforms such as Service Now or similar tools
• Strong understanding of ITIL 4 service management practices, including Incident, Problem, Request, and Knowledge Management
• Strong communication, organizational, and customer service skills

• ITIL 4 Foundation certification (or willingness to obtain within a defined timeframe)
• Experience supporting enterprise or multi‑site environments
• Experience driving service improvement or operational maturity initiatives

• Leadership opportunity with ownership of the end‑user support experience
• Ability to drive process maturity and service improvements
• High visibility across IT and business stakeholders
• Opportunity to build and enhance ITIL‑aligned service operations

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note:

Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.