Service Desk Manager

Service Desk Manager

Job Location s: US-MN-Roseville | US-CO-Littleton

Overview:
This is a hybrid schedule role, you would be required to come onsite to one of our datacenters closest to your location either in Littleton CO, or Roseville, MN.

We are seeking a Service Desk Manager to lead and continuously improve the end-to-end digital workplace experience for our users, including executives, corporate office and remote employees, and manufacturing teams. This role is accountable for delivering reliable, high-quality service today while progressively modernizing service desk operations to improve efficiency, scalability, and user experience.

You will lead a geographically distributed, hybrid service desk organization and play a key role in evolving how service is delivered — balancing operational stability with meaningful improvement. This is not a queue-management role; it is a leadership position focused on experience ownership, operational maturity, and enabling the team to perform at a higher level.

What You'll Do

Own the End-User Experience

• Take accountability for the end-to-end digital workplace experience across diverse user groups and environments
• Partner with infrastructure, application, security, compliance, and shared services teams to address experience gaps and recurring issues
• Ensure service models are appropriately tailored (e.g., executive support, manufacturing environments) while maintaining consistent standards

Run and Improve Service Desk Operations

• Lead day-to-day service desk operations with a strong focus on reliability, responsiveness, and customer satisfaction
• Improve service maturity by standardizing processes, reducing variability, and increasing predictability
• Shift the organization from reactive support toward a more proactive, insight-driven operating model

Drive Automation & Tooling

• Reduce manual effort and operational friction through automation, self-service, and tooling improvements
• Lead the integration and maturation of service desk processes within Service Now, aligning workflows to desired outcomes rather than existing habits
• Increase adoption of knowledge management and self-service capabilities

Lead and Develop the Team

• Lead a hybrid, multi-location team of frontline staff and team leads / supervisors
• Coach and develop leaders to take on increased ownership of people management and execution
• Foster a customer‑centric culture grounded in accountability, empathy, and continuous improvement

Measure What Matters

• Establish service performance metrics that go beyond SLAs to include experience outcomes, efficiency, and trend reduction
• Use data and user feedback to guide prioritization, decision-making, and improvement efforts

What Success Looks Like (12-18 Months)

• End‑user satisfaction has measurably improved across executives, office and remote employees, and manufacturing users
• Service desk operations are more predictable, standardized, and less reactive
• Manual processes have been reduced through automation and Service Now enablement
• Team leads and supervisors effectively own day‑to‑day execution and people leadership
• Performance conversations focus on experience, efficiency, and improvement — not just ticket volume

Pay range depending on experience: $105,, plus bonus potential.

What We're Looking For

• Experience leading IT service desk or IT service management teams in hybrid, multi‑location environments
• Proven ability to balance operational excellence with continuous improvement
• Strong customer service mindset with demonstrated ownership of end‑user experience outcomes
• Experience implementing or integrating service desk processes into Service Now (strongly preferred)
• Track record of reducing manual work and improving efficiency through automation and tooling
• Experience managing frontline staff and team leads or supervisors
• Strong communication, leadership, and change‑management skills
• Working knowledge of ITIL and service management best practices

Who This Role Is For

• Leaders who enjoy improving how things work, not just keeping them running
• Managers who care deeply about customer experience and operational discipline
• People comfortable operating in environments with…