Our client is a global financial services company, looking to add an IT Service Desk Manager to their Denver, CO team to service teams globally.

Location: Cherry Creek, Denver, CO - hybrid 3 days a week.

Schedule : 7am-4pm

Responsibilities:

• Lead a team of Tier 1 & 2 service desk specialists.
• Foster a collaborative and high-performing culture through regular team meetings, performance reviews, and training sessions.
• Implement process enhancements to streamline ticket management and boost IT and Service Desk team performance.
• Ensure high levels of customer satisfaction through continuous service improvement initiatives.
• Serve as the primary contact for escalated issues and complex technical problems, guiding the team in tracking and resolving open issues while documenting solutions for future reference.
• Ensure thorough documentation of solutions to facilitate future troubleshooting efforts.
• Exhibit strong IT project management skills to ensure the timely and successful completion of projects while overseeing day-to-day operations.
• Utilize tools like ServiceNow and PowerBi to monitor service desk performance metrics and KPIs, identifying trends, improvement areas, and optimization opportunities.
• Implement and enforce service desk policies, standards, and best practices to uphold high levels of customer satisfaction.
• Engage actively in day-to-day technical support activities alongside the service desk team and customers.
• Implement, manage, and govern asset management strategies and processes to ensure proper accounting of hardware assets.
• Participate in the Major Incident Manager on-call duty process (MIM) for P1/P2 incidents.

Requirements

• 2-4 years of IT leadership experience.
• Strong knowledge of Microsoft technologies including Windows OS desktop environment, Microsoft O365 application suite and Infrastructure technologies (Networking, Servers etc).
• Knowledge of Apple iOS products.
• Strong emotional intelligence and the ability to coach and mento effectively.
• EXperience servicing a global organisation.
• Experience with ServiceNow

Benefits

• 6% match on 401k, can rise incrementally to 10% with tenure
• Comprehensive Healthcare/Dental/Vision
• Free Parking

Please apply with an up-to-date resume