IT Service Desk Manager

Location: Denver, CO
Work Schedule: Onsite
Employment Type: Six-Month Contract-to-Hire
Contract Pay: $55-$65 per Hour, W-2
Conversion Salary: $105,000-$120,000 

Innovar Group is seeking an experienced IT Service Desk Manager to lead enterprise service desk operations for our client in Denver. This position is ideal for a hands-on leader who can manage daily support operations, strengthen an outsourced service provider partnership, and develop a roadmap for improving IT service delivery.

You will lead an enterprise support organization of approximately 25 employees while partnering with senior leadership to improve processes, service levels, and the overall end-user experience.

Key Responsibilities

• Manage the day-to-day operations and performance of the IT Service Desk.

• Lead and support a team of employees

• Oversee the relationship with the organization’s managed service provider and hold the vendor accountable for service delivery.

• Monitor service levels, ticket volumes, escalations, response times, and customer satisfaction.

• Identify opportunities to improve workflows, support processes, documentation, and operating procedures.

• Develop and implement a strategic roadmap for IT support services.

• Establish performance metrics and provide regular operational updates to senior leadership.

• Coordinate escalated incidents and ensure timely communication with business and technology stakeholders.

• Promote consistency, accountability, and a customer-focused approach across the service desk.

• Support enterprise and global IT service delivery initiatives.

Qualifications

• Five to seven years of experience leading an IT service desk, help desk, desktop support, or enterprise end-user support function.

• Experience managing service desk teams and direct reports.

• Demonstrated experience overseeing managed service providers, outsourced support teams, or other technology vendors.

• Strong understanding of service desk operations, incident management, escalation procedures, and service-level performance.

• Proven ability to evaluate existing processes and implement measurable improvements.

• Strong organizational, communication, and stakeholder-management skills.

• Experience presenting operational updates and recommendations to senior leadership.

• Ability to balance strategic planning with hands-on operational leadership.

• Experience supporting a global or geographically dispersed organization is preferred.

• ITIL experience or certification is a plus.

Benefits

Innovar Group offers comprehensive medical, dental, and vision insurance options to eligible contractors.

About Innovar Group

Innovar Group is comprised of senior talent agents who deliver specialized recruitment services to clients throughout the United States. We bring a new era of recruiting to the industry by combining state-of-the-art technology with outstanding talent.

Visit www.innovargroup.com to learn more.

Innovar Group is an Equal Opportunity Employer, including individuals with disabilities and protected veterans. We encourage applications from all qualified individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by applicable federal, state, or local law.

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