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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.

Responsibilities

• Lead and manage the IT Service Desk team, setting clear expectations, coaching performance, and supporting career development
• Own service desk processes aligned to ITIL best practices, including Incident Management and Service Request Management
• Serve as the Problem Manager, responsible for root cause analysis, remediation coordination, and prevention of recurring issues
• Manage team staffing, scheduling, and workload distribution to meet defined service levels
• Coordinate escalations across technical teams, including Field Services and Infrastructure
• Expand self-service capabilities and Knowledge Management practices to improve user enablement and reduce ticket volume
• Establish and maintain standardized support processes, documentation, and operational procedures
• Monitor and report on service performance metrics, trends, and customer experience indicators
• Drive continuous improvement initiatives to enhance service reliability, efficiency, and user satisfaction
• Partner with cross-functional IT teams to ensure service readiness for new systems, tools, and changes

Requirements

• Bachelor’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 roles
• 2+ years of experience leading or supervising technical teams
• Experience working with IT service management (ITSM) platforms such as ServiceNow or similar tools
• Strong understanding of IT service management practices, including Incident, Problem, Request, and Knowledge Management

Preferred Qualifications:

• Experience supporting enterprise or multi-site environments
• Experience driving service improvement or operational maturity initiatives

Core Skills:

• Strong communication, organizational, and customer service skills
• Ability to lead teams, manage priorities, and drive operational outcomes
• Focus 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