Help Desk Manager

We are looking for an experienced Help Desk Manager to lead and oversee our service desk operations in Denver, Colorado. This role requires a proactive leader who can ensure efficient resolution of technical issues while maintaining high levels of customer satisfaction. The ideal candidate will bring strong expertise in IT service management, team leadership, and technical support.

Responsibilities:
• Manage and oversee daily operations of the help desk, ensuring timely resolution of technical issues.
• Monitor and prioritize service desk tickets to meet performance standards and customer expectations.
• Implement and maintain IT service management (ITSM) practices to improve efficiency and reliability.
• Utilize tools such as ServiceNow to track, manage, and resolve service requests.
• Provide hands-on support for deskside technical issues, ensuring minimal disruption to operations.
• Lead, mentor, and motivate the help desk team to deliver exceptional service.
• Collaborate with other departments to address recurring technical challenges and identify improvement opportunities.
• Handle Active Directory administration, including user account management and access control.
• Develop and enforce policies and procedures to streamline help desk operations.
• Prepare performance reports and analyze metrics to identify areas for improvement.• Proven experience in managing help desk or IT support teams.
• Strong knowledge of Active Directory, including administration and troubleshooting.
• Proficiency in IT service management tools, such as ServiceNow.
• Familiarity with service desk ticketing systems and workflows.
• Expertise in deskside technical support and resolving hardware/software issues.
• Excellent leadership and team management skills.
• Ability to analyze data and metrics to drive operational improvements.
• Strong communication skills to interact effectively with team members and stakeholders.