Service Desk Manager

Service Desk Manager

Are you an IT leader who thrives on both people-first leadership and smart, data-driven process improvements? Do you believe in building strong, respectful relationships with your team and internal customers—while also leveraging automation and metrics to work smarter, not harder? If so, we’d love to meet you!

We’re looking for an IT Service Desk Manager who brings the best of both worlds: someone who values team morale, internal customer relationships, and work-life balance while also driving process improvements, using automation strategically, and ensuring the Service Desk operates efficiently and effectively.

As part of our IT family, you’ll step into a culture that values respect, innovation, and collaboration—led by a VP (that’s me!) who welcomes new ideas, supports the team, and fosters a creative, solution-focused mindset. Our perfect candidate is passionate about helping people, enjoys solving problems in smart and scalable ways, and—bonus points—loves cows, dairy farms (we own farms and plants) and the incredible organic dairy products we produce!

We care about our teammates’ careers and take mentoring/coaching seriously.

What you bring to the table:

• 5 years of experience in a Service Desk role, with at least 3 of those years leading a Service Desk team.
• A knack for customer service excellence and fostering strong relationships with internal teams
• A passion for process improvement, automation, and metrics-driven decision making
• The ability to balance efficiency and innovations with team morale and work-life balance
• The following software experience is preferred but not required: FreshService, Infor, InTune, Power Automate, Office 365 CoPilot, ChatGPT (Business Version) and Power BI

If you’re ready to lead a Service Desk where you’ll be respected, appreciated, and empowered to make an impact, apply today.

Essential Responsibilities:

• Must be able to work in our Boulder, CO office three times a week, working from home the other two days.
• Lead and mentor a team of Service Desk staff, fostering a high-performance, customer-first culture.
• Oversee and manage the IT ticketing system, ensuring timely responses and creating formal, reasonable Service Level Agreements (SLAs) with our functional business areas.
• Drive continuous improvement in service desk processes, performance metrics, and end-user experience, including partnerships with our Intelligent Automation staff to drive efficiencies, productivity gains and benefits from process automations, genAI for content, genAI for data and more.
• Develop and enforce best practices for issue tracking, escalation, and resolution.
• Collaborate with IT leadership to align Service Desk operations with business objectives.
• Communicate effectively with stakeholders across corporate offices, manufacturing plants, and dairy farms, ensuring seamless IT support.
• Train and develop staff, enhancing technical and customer service skills within the team.
• Provide performance reports and KPIs, identifying trends and areas for improvement.
• Act as an escalation point for critical IT support issues.
• Ensure compliance with IT policies and procedures, maintaining security and operational standards.
• Assist the Service Desk staff in the planning of their career paths.

Other Required Responsibilities:

• Other duties as assigned.
• Available for scheduled and non-scheduled travel (typically travel monthly to local farms/plants. Rarely out of city travel). Estimated 10% travel per year.

Knowledge and Experience:

• 3 years of experience managing an IT Service Desk team in a corporate environment.
• Proven ability to lead, coach, and develop a team while maintaining high service standards.
• Exceptional verbal and written communication skills, with the ability to interact professionally across all levels of the organization.
• Strong organizational and problem-solving skills, with a proactive approach to service improvement.
• Experience managing an enterprise-level ticketing system and enforcing SLAs.
• Working knowledge of Windows OS, Microsoft 365, Networking Basics, Agile and ITIL frameworks.
• A customer-first attitude, with the ability to build strong relationships with internal users and IT peers.
• Ability to travel occasionally to remote manufacturing and farm locations as needed.

Physical Requirements:

Ability to sit and focus for extended periods of time in front of a computer screen and/or while utilizing various office equipment (calculators, copy machines, etc.). Available for regular or scheduled travel to remote facilities via automobile or airplane.