Service Desk Manager in Aurora, Colorado at E-470 Public Highway Authority (CO)

We are seeking a dynamic, "hands-on" Service Desk Manager to lead the strategic direction and daily operational execution of our IT service desk. In this pivotal role, you will align IT services with broader business objectives, ensuring optimal delivery, scalability, and technical innovation.

The ideal candidate balances high-level cross-departmental collaboration, budgeting, and strategy with strong technical expertise in modern provisioning and endpoint lifecycle management. You will champion a culture of "white-glove" customer service, leveraging modern Digital Employee Experience (DEX) strategies to optimize workflows and drive operational excellence.

• Strategic Leadership: Define, execute, and scale the service desk strategy in tight alignment with corporate goals and metrics.
• Modern & Legacy Device Management: Leverage hands-on expertise across both modern and legacy infrastructure ecosystems, maintaining active proficiency in Active Directory, Microsoft Intune, SCCM, and Windows Autopilot.
• Process Automation & Workflows: Manage and configure ITSM products, architecting automated workflows to streamline operations and eliminate operational bottlenecks.
• ITSM Alignment: Own and implement fundamental ITSM processes across the lifecycle, including rigorous Incident, Problem, and Change Management.
• End-to-End Asset Lifecycle: Programmatically manage the complete end-user device lifecycle, driving strategy and execution across procurement, inventory tracking, deployment, software distribution, and secure decommissioning.
• Stakeholder & Vendor Management: Serve as the primary liaison between Technical Services team and organization, while managing vendor relationships, software/service contracts, and operational budgets.
• KPI Tracking & Reporting: Continuous monitoring and reporting of service desk performance indicators (KPIs) and SLA completions to senior leadership.
• Additional duties as assigned.

• Experience: 7+ years of dedicated IT service management experience, featuring a minimum of 5 years in direct team leadership or a supervisory role.
• ITSM Expertise: Solid track record managing enterprise ITSM software tools and engineering backend workflow rules.
• Process Mindset: Thorough understanding and practical experience executing ITIL processes (Incident, Request, Problem, and Change Management).
• Customer Centricity: Deep understanding of what constitutes "white-glove" support and a proven history of elevating the customer experience.
• Advanced professional certifications such as ITIL Expert / Managing Professional, PMP, or equivalent is highly desirable.
• Communication: Exceptional stakeholder management skills with the business acumen required to influence and collaborate across all organizational levels.
• Ability to lift and move up to 50 pounds on a regular basis.

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field preferred.
• Preferred Relevant technical certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified Professional (MCP), or similar are a plus.