IT Service Desk Manager

Kforce has a client in Draper, UT that is seeking an IT Service Desk Manager.

Summary: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. This 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.

Responsibilities: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 ServiceNow 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

Preferred:

• 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

What This Role Offers:

• 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