Service Desk Manager

Job Summary

Looking for meaningful work that makes a real impact?

At the Town of Parker, we’re proud to serve our community while honoring the friendly, hometown atmosphere that makes Parker a great place to live and work. We value collaboration, teamwork, and shared success, and we encourage creativity, initiative, and leadership at every level of the organization.

Our team members take pride in their work, approach challenges thoughtfully, and strive to deliver positive, practical solutions. Whether you’re here for a few years or build a long-term career with us, you’ll find opportunities to learn, grow, and make a difference.

We support professional development through training and skill-building opportunities and offer a Flexible Work Arrangement program for qualifying positions. Our comprehensive benefits package, including an Employee Assistance Program focused on work-life balance and overall well-being, reflects our commitment to supporting our employees both on and off the job.

We’d be proud to welcome you to the Town of Parker team

Examples of Essential Duties

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily while consistently demonstrating the Town’s core values of integrity, innovation, commitment to quality service, and teamwork. Reasonable accommodation may be provided to enable qualified individuals with a disability to perform their essential duties. The below list is intended to be illustrative of the responsibilities of this position and is not all encompassing. This job description does not constitute an employment agreement and the Town may change these duties at any time.

• Directs and manages all Service Desk operations, including intake, logging, categorization, prioritization, assignment, troubleshooting, and resolution of technical issues across hardware, software, and network systems.
• Supervises assigned staff; conducts hiring, scheduling, performance evaluations, training and development, discipline, and recognition; establishes clear performance expectations and accountability standards.
• Develops, implements, and enforces Service Level Agreements (SLAs), monitors compliance with established service metrics and performance standards.
• Implements and maintains ITIL-based processes for incident, problem, change, knowledge, and request management; administers and optimizes Service Desk and ticketing systems to ensure structured workflows and efficient resolution.
• Serves as primary escalation point for complex, high-impact, or high-priority incidents, coordinates resolution efforts with internal teams and external vendors.
• Develops and executes incident communication plans; drafts and distributes outage notifications; defines escalation paths; provides status updates; and oversees vendor response to ensure timely remediation and SLA compliance.
• Maintains and enhances the IT knowledge base, self-service portal, and technical documentation; establishes and updates departmental procedures and support standards to improve resolution.
• Monitors and analyzes Service Desk performance metrics, including resolution times, first-contact resolution rates, backlog trends, and customer satisfaction scores; prepares and presents regular reports to IT leadership.
• Collaborates with infrastructure, applications, security, and other IT functional areas to align support services with system implementations, upgrades, and organizational initiatives.
• Assists with service planning and budget development; evaluates tools, staffing levels, and resource allocation to support operational needs and strategic objectives.
• Establishes and enforces service delivery standards that ensure timely communication, professional support interactions, ticket follow-up, and continuous improvement of the end-user experience.
• Performs other related duties as assigned.

Minimum Qualifications

The requirements listed below are representative of the education, experience, certification and/or licensure required. An equivalent combination of education and experience to perform the essential duties and meet the necessary employment standards may be considered.

Requires a bachelor’s degree in information technology, computer information systems, or a related field supplemented by five (5) years of experience in IT support roles and two (2) years of supervisory or lead experience.

Possession of or ability to readily obtain a valid Driver's License issued by the State of Colorado for the type of vehicle or equipment operated; safe driving record and a minimum of two (2) years of driving history.

Possession of ITIL Foundation, HDI Support Center Manager or similar certification is preferred.

Employment Standards
The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Knowledge of IT service management (ITSM) principles and ITIL frameworks.
• Knowledge of Service Desk operations, ticketing systems, and workflow configuration.
• Knowledge of incident, problem, change, knowledge, and request management processes.
• Knowledge of Service Level Agreement (SLA) development and performance metrics.
• Knowledge of supervisory principles and employee performance management practices.
• Knowledge of vendor management and contract compliance practices.
• Knowledge of customer service delivery models and support standards.
• Knowledge of hardware, software, network, and cloud-based systems.
• Skill in managing Service Desk operations and competing service priorities.
• Skill in analyzing performance metrics and preparing operational reports.
• Skill in administering and optimizing Service Desk software platforms.
• Skill in troubleshooting complex technical issues and coordinating resolution efforts.
• Skill in developing procedures, workflows, and technical documentation.
• Skill in supervising personnel.
• Ability to implement structured service management processes and enforce standards.
• Ability to evaluate operational data and implement service improvements.
• Ability to respond effectively to high-impact or time-sensitive incidents.
• Ability to exercise sound judgment in prioritizing and escalating service issues.
• Ability to coordinate activities and establish and maintain effective working relationships
• Ability to communicate effectively in writing and verbally with technical and non-technical audiences.
• Ability to align Service Desk operations with departmental and organizational objectives.

Additional Information

The working conditions described below are representative of those an employee generally encounters while performing the essential duties of this job. Reasonable accommodation may be made to enable qualified individuals with a disability to perform their essential duties.

Tools & Equipment
Requires use of general office equipment such as computers, printers, telephones, and related software. Use of specialized tools or equipment may also be necessary, including but not limited to technical devices, mechanical tools, heavy equipment, machinery, public-safety-related items, or other industry-specific systems. If required by the position, the employee may operate a personal or Town-owned vehicle.

General and Sensory Requirements
The employee is regularly required to sit, stand, walk, reach with hands and arms, and use hands and fingers to handle or operate objects, tools, or controls. Duties may also require stooping, kneeling, crouching, crawling, climbing stairs or ladders, and maintaining balance. The employee must be able to talk and hear effectively, both in person and over the phone, and must be capable of operating a vehicle if required by the role. Vision requirements include consistent near and far visual acuity, depth perception, peripheral vision, and the ability to adjust focus to allow a broad field of vision.

Light Physical Demands
This position is primarily sedentary in nature. The employee must be able to exert up to twenty (20) pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.

Environment
Physical presence onsite is required. Work is primarily performed in a climate-controlled office environment but employees holding this position may work in varied indoor locations. The noise level is typically quiet but varies depending on activities or location. Employees in this position may work in proximity to moving mechanical parts or machinery.

Full and hiring salary range:
$102,104 - $148,050

Tentative Recruitment Schedule (subject to change)
3/16 - 3/29: Accepting Applications
3/30 - 4/8: One-way Video Interviews
Week of 4/13: Preliminary Panel Interviews
Week of 4/27: Final Panel Interviews
Week of 5/4: Team Meet & Greet
Week of 5/11: Conditional Offer Extended, Background Process Initiated
6/8: Tentative Start Date

You may enroll in the Town of Parker benefits if you are classified as a full-time employee and have completed the eligibility waiting period of 30 days. Coverage will begin the first of the month following 30 days of employment. The generous benefits package includes: medical insurance, dental insurance, vision insurance, short-term disability insurance, long-term disability insurance, life and AD&D insurance, voluntary term life insurance, 401(a) retirement plan, 457 retirement plan, holiday pay, vacation, sick leave, educational assistance program, employee assistance program and a family membership to the Parker Recreation Center and/or Field House. Benefits are subject to the terms and conditions of those plans and the summary plan descriptions, which are subject to annual budget and appropriations by Town Council.