IT Service Desk Manager

IT Service Desk Manager
Salt Lake City, Utah
Direct Placement
$90K to $114K DOE annual salary bonus

Summary
The IT Service Desk Manager is responsible for leading daily IT Service Desk operations and delivering a high-quality end-user support experience across the organization. This role oversees incident, request, problem, and knowledge management processes while driving operational efficiency, service improvement, and customer satisfaction through ITIL 4 best practices.

Responsibilities

• Lead and manage the IT Service Desk team, including coaching, performance management, and development
• Oversee Incident, Request, Problem, and Knowledge Management processes aligned to ITIL 4
• Manage service desk staffing, scheduling, and workload distribution to meet service levels
• Coordinate escalations and collaborate with Infrastructure, Field Services, and Cybersecurity teams
• Drive root cause analysis and remediation efforts to prevent recurring issues
• Expand self-service and knowledge management capabilities to improve user experience
• Monitor service metrics, trends, and customer satisfaction indicators
• Develop and maintain support processes, standards, and operational documentation
• Lead continual service improvement and operational maturity initiatives
• Support service readiness and change activities for new technologies and solutions

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
• ITIL 4 Foundation certification or ability to obtain within a defined timeframe
• 6 years of experience in IT support, service desk, or field services environments
• 2 years of leadership or supervisory experience managing technical teams
• Experience with ITSM platforms such as ServiceNow or similar tools
• Strong understanding of ITIL 4 service management practices
• Experience managing incidents, requests, problem management, and knowledge management processes
• Strong communication, organizational, leadership, and customer service skills
• Ability to manage priorities and operate effectively in fast-paced enterprise environments

• Experience supporting enterprise or multi-site environments
• Familiarity with change management and service readiness processes
• Exposure to infrastructure, cybersecurity, or endpoint support operations

Welcome to ConsultNet, a premier national provider of technology talent and solutions. Our expertise spans across project services, contract-to-hire, direct search, and managed services onshore, nearshore, and hybrid. For over 25 years, we have connected thousands of consultants with meaningful roles through a personal, communication-driven approach, partnering with a diverse client base to build high-performing teams and create lasting impact. Our comprehensive service offerings cover a wide range of technology and engineering positions across key markets nationwide. Learn more at www.consultnet.com .

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