Service Desk Manager

Under general supervision, this position manages and directs the daily operations of the IT Service Desk, ensuring timely, effective, and customer-focused delivery of technical support services across hardware, software, and network systems. The position supervises assigned staff, implements IT service management processes and Service Level Agreements, monitors performance metrics, and coordinates incident response and vendor support to maintain reliable and efficient IT operations.
Examples of Essential Duties
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily while consistently demonstrating the Town's core values of integrity, innovation, commitment to quality service, and teamwork. Reasonable accommodation may be provided to enable qualified individuals with a disability to perform their essential duties. The below list is intended to be illustrative of the responsibilities of this position and is not all encompassing. This job description does not constitute an employment agreement and the Town may change these duties at any time.
- Directs and manages all Service Desk operations, including intake, logging, categorization, prioritization, assignment, troubleshooting, and resolution of technical issues across hardware, software, and network systems.
- Supervises assigned staff; conducts hiring, scheduling, performance evaluations, training and development, discipline, and recognition; establishes clear performance expectations and accountability standards.
- Develops, implements, and enforces Service Level Agreements (SLAs), monitors compliance with established service metrics and performance standards.
- Implements and maintains ITIL-based processes for incident, problem, change, knowledge, and request management; administers and optimizes Service Desk and ticketing systems to ensure structured workflows and efficient resolution.
- Serves as primary escalation point for complex, high-impact, or high-priority incidents, coordinates resolution efforts with internal teams and external vendors.
- Develops and executes incident communication plans; drafts and distributes outage notifications; defines escalation paths; provides status updates; and oversees vendor response to ensure timely remediation and SLA compliance.
- Maintains and enhances the IT knowledge base, self-service portal, and technical documentation; establishes and updates departmental procedures and support standards to improve resolution.
- Monitors and analyzes Service Desk performance metrics, including resolution times, first-contact resolution rates, backlog trends, and customer satisfaction scores; prepares and presents regular reports to IT leadership.
- Collaborates with infrastructure, applications, security, and other IT functional areas to align support services with system implementations, upgrades, and organizational initiatives.
- Assists with service planning and budget development; evaluates tools, staffing levels, and resource allocation to support operational needs and strategic objectives.
- Establishes and enforces service delivery standards that ensure timely communication, professional support interactions, ticket follow-up, and continuous improvement of the end-user experience.
- Performs other related duties as assigned.
Minimum Qualifications
The requirements listed below are representative of the education, experience, certification and/or licensure required. An equivalent combination of education and experience to perform the essential duties and meet the necessary employment standards may be considered.
Requires a bachelor's degree in information technology, computer information systems, or a related field supplemented by five (5) years of experience in IT support roles and two (2) years of supervisory or lead experience.
Possession of or ability to readily obtain a valid Driver's License issued by the State of Colorado for the type of vehicle or equipment operated.