IT Service Desk Manager
Come build, innovate, disrupt, and thrive! KēSTA I.T. is actively seeking an IT Service Desk Manager for an immediate full-time opportunity with our industry leading client. Are you on the lookout for a unique career opportunity that offers leadership, responsibility, and the chance to make a significant impact? If you're eager to contribute to a thriving and stable organization while maintaining your confidentiality, continue reading. An 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 the delivery of reliable, efficient, and customer-focused IT support while applying ITIL-aligned service management best practices. This position serves as both a people leader and operational owner across core service management functions, including incident, request, problem, and knowledge management. The role partners closely with Field Services, Infrastructure, and Security teams to ensure consistent, high-quality service delivery across the enterprise. ResponsibilitiesLead and manage the IT Service Desk team, setting clear expectations, coaching performance, and supporting career developmentOwn service desk processes aligned to ITIL best practices, including Incident Management and Service Request ManagementServe as the Problem Manager, responsible for root cause analysis, remediation coordination, and prevention of recurring issuesManage team staffing, scheduling, and workload distribution to meet defined service levelsCoordinate escalations across technical teams, including Field Services and InfrastructureExpand self-service capabilities and Knowledge Management practices to improve user enablement and reduce ticket volumeEstablish and maintain standardized support processes, documentation, and operational proceduresMonitor and report on service performance metrics, trends, and customer experience indicatorsDrive continuous improvement initiatives to enhance service reliability, efficiency, and user satisfactionPartner with cross-functional IT teams to ensure service readiness for new systems, tools, and changes RequirementsBachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)ITIL Foundation certification (or willingness to obtain within a defined timeframe)6+ years of experience in IT support, service desk, or field services roles2+ years of experience leading or supervising technical teamsExperience working with IT service management (ITSM) platforms such as ServiceNow or similar toolsStrong understanding of IT service management practices, including Incident, Problem, Request, and Knowledge Management Preferred Qualifications:Experience supporting enterprise or multi-site environmentsExperience driving service improvement or operational maturity initiatives Core Skills:Strong communication, organizational, and customer service skillsAbility to lead teams, manage priorities, and drive operational outcomesFocus on delivering a high-quality end-user support experience About KēSTA I.T.: Our name says it all; KēSTA I.T. (Keys-to-I.T.) AND our people are our keys to our success! KēSTA I.T. is a premier Utah-based technical staffing and consulting services firm. We specialize in temporary and permanent placement of Software, Hardware, Network, Cloud, CRM/ERP, Data, End-User support, Web and Executive / leadership-based positions on a full time and consulting basis. If you're interested in a role where top performance is rewarded, personal time is valued, and excellence is demanded at every level we want to talk to you today! Where do you want to go? We've got the keys! ~ KēSTA I.T. WWW.KeSTAIT.COM