Service 3 Desk Manager

Job Details

Service 3 Desk Manager

Colorado Springs, Colorado




Job Description

Service 3 Desk Manager

General Purpose

The Service Desk Manager is responsible to meet targets and expectations for customer service and support performance, for leading the daily operations of the service desk, building customer trust and confidence in CCS, managing the service desk team to ensure the highest level of individual & group performance, and helping to ensure the service desk is constantly developing and improving.

Essential Duties & Responsibilities:

  1. Effectively manage, develop, support, and train the service desk team
  2. Interview, evaluate and hire Service Desk team members
  3. Develop processes and procedures in accordance with ITIL standards for all Service Desk functions including but not limited to Incident Management, Access Management and Request Management
  4. Ensure all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
  5. Responsible for maintaining documentation on best practices for correcting technical issues encountered by the Service Desk
  6. Develop and monitor key performance indicators that measure the performance of the Service Desk functions and adjusts processes and workflow as needed to improve performance
  7. Ensure all tickets are resolved in a timely manner, managing escalations as needed to meet SLAs
  8. Market the Service Desk as the face of CCS and single/primary POC for users (clients) and ensures processes are aligned to support this workflow
  9. Responsible for developing and sending internal CCS communications as well as external communications to clients
  10. Provide technical assistance and training to system users
  11. Perform companywide leadership functions (Especially ITIL process/function related)
  12. Proactively seek out customer feedback and insights, providing recommendations to leadership
  13. Act as escalation point for technical and customer service support for Service Desk team
  14. Being aware of and managing the costs of running the service desk
  15. Make recommendations to improve operational efficiency
  16. Direct the work assignments for the team in accordance with company policies & procedures
  17. Create team schedules, ensuring adequate shift coverage and staffing levels
  18. Make team member performance observations at least quarterly & documents for annual evaluation
  19. Communicate relevant information from Leadership Team meetings to team members
  20. Drive company owned vehicle when conducting company business
  21. Perform all other duties as assigned

Job Qualifications

Knowledge, Skills, and Ability:

  1. Model CCS values of being positive, professional, collaborative & ethical
  2. The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
  3. Ability to inspire and motivate team members and cultivate team building among team members
  4. Knowledge and understanding of best practices for service management
  5. Strong communication skills, including the ability to be influential and persuasive with stakeholders
  6. Knowledge of how an IT ticketing environment operates
  7. Knowledge of AutoTask ticketing system
  8. Knowledge of internet security & data privacy principles
  9. The ability to organize and manage time effectively while setting the tone of the team through modeling and leadership
  10. Technical background with excellent analytical, troubleshooting and documentation skills
  11. Excellent interpersonal and customer service skills, to include exceptional conflict resolution skills
  12. Strong ability to embrace & gain competence in new technologies
  13. Requires excellent communication (written & verbal), typing, and presentation skills
  14. Ability to build strong working relationships, internal and external to the organization
  15. Acumen to see, lead and manage the Service Desk functions congruently with Company level objectives and initiatives
  16. Ability to apply common sense understanding to carry out instructions furnished in written or oral form 
  17. Ability to perform all duties and responsibilities in a timely and effective manner in accordance with policies, programs, and guidelines to achieve the overall objectives of the position
  18. Knowledge and understanding of all relevant industry standards
  19. Ability to work under pressure while prioritizing and effectively executing numerous high priority tasks and projects simultaneously
  20. Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise
  21. Demonstrated written and oral communication skills and an ability to communicate with employees at all levels of the organization

Education or Formal Training

  1. Associate degree in Computer Science or related field, or equivalent combination of related education and experience
  2. ITIL Foundations Certification preferred
  3. A+ Technology Certification preferred
  4. Server+ and Network+ certifications or equivalent combination of related training and experience preferred
  5. Other relevant certifications are an advantage


  1. Minimum of three years managing Services in a technical environment
  2. 2-4 years IT experience or equivalent combination of education and experience
  3. Some project management experience
  4. Proven experience leading team members
  5. Proven experience interacting with all levels of leadership
  6. Proven experience monitoring performance measurement
  7. Must have a valid Colorado Driver’s License with a clean driving record and background check (required)

Working Environment

The work environment is often fast paced, demanding that the employee quickly prioritize changing client needs and desires.  Effective multitasking may be required to manage several tasks and projects that are ongoing simultaneously while facing regular interruptions.  The employee may need to travel and work after hours occasionally.

Physical Activities

The employee is occasionally required to stand and/or sit for extended periods of time; reach with hands and arms. The employee must frequently lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision and color vision.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.



Pay: 70K ($33.65/hour)-85K ($40.86/hour) depending upon experience

Schedule: 8:00 – 5:00 Monday – Friday, on call rotation 1 week every 7 weeks (On call weeks employees would need to monitor their phone and deal with tech support issues after hours).