IT Service Desk & Operations Manager

Overview

Sterling Infrastructure is looking for an IT Service Desk & Operations Manager in Frederick, CO!

The Role

Sterling Infrastructure is growing — and so is the complexity of how we support our corporate teams and field operations. We're looking for an IT Service Desk & Operations Manager to lead and evolve our enterprise Service Desk function across multiple business units.

This role goes beyond managing tickets. You'll be responsible for service delivery, operational performance, team leadership, and continuous improvement, helping transform the Service Desk into a proactive, user-focused operation that scales with the business.

What Success Looks Like

• A Service Desk that is proactive, reliable, and trusted by the business.
• Clear visibility into performance metrics and service health.
• A motivated, engaged team that grows alongside the organization.
• Processes and tools that scale efficiently as Sterling continues to expand.

Salary- $120k to $140K per year with a 10% bonus potential

What You'll Be Responsible For

Service Desk & IT Operations Leadership

• Lead the daily operations of the enterprise Service Desk supporting both corporate offices and field environments.
• Ensure timely, high-quality resolution of incidents, service requests, and escalations, including coordination of major incidents.
• Monitor service performance, SLAs, KPIs, and customer satisfaction metrics; use data to drive continuous improvement.
• Develop coverage and support models that scale with business growth, including extended or multi-shift support as needed.

Team Leadership & Development

• Lead, coach, and develop a geographically distributed team of Service Desk analysts and technicians.
• Oversee onboarding, goal-setting, performance management, and career development.
• Foster a culture of accountability, collaboration, and high-quality customer service.

Process, Tools & Service Management

• Mature and maintain ITIL-aligned processes including incident, request, problem, change, knowledge, and asset management.
• Partner with Infrastructure, Applications, Cybersecurity, and Field Support teams to streamline workflows and reduce friction.
• Drive automation, self-service, and process improvements to improve efficiency and user experience.
• Own Service Desk tools, reporting, dashboards, and analytics to provide visibility into performance and trends.
• Oversee end-user hardware lifecycle, provisioning, imaging, and configuration standards.

Position Requirements :

• Bachelor's degree in IT, Computer Science, or a related field — or equivalent practical experience.
• 5+ years of IT support experience, including at least 2 years in a leadership or management role.
• Strong understanding of Service Desk operations, ITIL practices, and enterprise support models.
• Experience with ITSM platforms, endpoint management tools, and Microsoft 365.
• Proven experience supporting a geographically distributed workforce.
• Excellent communication, organizational, and people-leadership skills.
• Experience in construction, engineering, infrastructure, or other field-based industries.
• Scripting or automation experience (Power Shell, Python, workflow tools).
• Exposure to AI-enabled support, intelligent ticket routing, or self-service platforms.
• Familiarity with cloud services, API integrations, and cybersecurity best practices.

We are an equal opportunity employer:
We do not discriminate based on race, color, national origin, religion, creed, sex, sexual orientation, gender identity, disability, age, genetic information, marital status, military status, membership or activity in a local human rights commission, or status with regard to public assistance, or any other characteristic protected by applicable law.