Manager, Service Desk (ONSITE)

Nexus Technologies LLC; Greenwood Village (CO); Presencial; USD 80.000 - 105.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

PTO - four weeks annually

Paid holidays

Life Insurance

Disability benefits

401k with company match

Employee Assistance Program

Learning & certification programs

Descripción de la vacante

NexusTek is seeking an experienced Service Desk Manager to lead a high-performing team onsite in Denver, CO. You will coach engineers, set goals, and drive performance metrics while collaborating with sales and client leadership to ensure exceptional service delivery.

The role emphasizes strong IT knowledge, strategic planning, and hands-on support during peak times, with comprehensive benefits and a clear path for operational improvements across the service desk and related IT services.

Formación

• Proactively leads a high-performing service desk team through coaching and goal setting.
• Strong working knowledge of IT and remote desktop support.
• Skilled communicator at all levels and dedicated to customer service.

Responsabilidades

• Manage inbound call queue and live answer performance.
• Conduct one-on-one meetings with Service Desk Engineers regularly.
• Define, monitor, and maintain metrics for response quality and timeliness.
• Lead team meetings to discuss utilization, training, tickets, and updates.
• Collaborate with other managers to improve efficiencies and consistency.
• Work with client leadership to develop best practices for smooth delivery.
• Provide backup support during high call volumes or after-hours rotation.
• Oversee timesheets, timecards, and client invoices.

Conocimientos

Team leadership

Coaching

Performance metrics

Communication

IT knowledge

Herramientas

Windows

Windows Server

Azure

Office 365

AWS

Google Cloud

VMware

Hyper-V

Citrix

Datto

Veeam

ITIL

Jamf (Mac)

Descripción del empleo

Monday through Friday 7:00am to 4:00pm MST

Location requirements

100% ONSITE at a client site in Denver, CO

Who you are

Proactive and independent leader, who is skilled at, and passionate about managing a high performing service desk team through performance coaching, career planning, and setting team goals. You will have a working knowledge of information technology and remote desktop support. You are a skilled communicator on all levels and dedicated to providing top-notch customer service.

You know how to:

• Manage inbound call queue and engineer live answer performance.
• Perform one-on-one meetings with Service Desk Engineers on a regular basis.
• Define, monitor, and maintain appropriate metrics to ensure excellent and timely customer response.
• Prepare agendas and conduct regular Service Desk Team meetings which include a discussion of utilization metrics, training, unresolved tickets, and departmental and/or Company updates.
• Make recommendations for training, internal processes, reporting and employee engagement.
• Follow-up with dissatisfied customers to ensure the issues are resolved.
• Provide support backup on the telephone and/or tickets as required during times of high call volumes, major incidents, or after-hours on-call rotation.
• Assign work hours, approve timecard entries, and review client invoices.
• Collaborate with other managers to ensure operational efficiencies and consistencies.
• Work with client leadership to develop best practices and ensure smooth delivery.
• Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide impressive service.
• Build a strong relationship with the Sales Team to increase support of service agreement levels.
• Maintain a high level of technical knowledge on all solutions offered by the Company.
• Delegate projects and tasks to the Service Desk Engineers as required.
• Ensure that all assigned projects and training requirements are completed in a timely manner.

Working knowledge of the following is preferred:

• Windows and Windows Server Operating Systems
• Microsoft networking technologies and server/PC hardware diagnostics
• Microsoft Office
• Cloud services such as Azure, Office 365, AWS, Google Cloud
• VMWare, HyperV, Citrix or other virtualization technologies
• Backup technologies from Datto, Veeam, and others
• Mobile device service and support
• ITIL
• Having familiarity with Mac (ASM/Jamf) would be a plus

Pay and Benefits

This is a full-time position located in the United States and performed remotely.

Estimated Starting Salary/Wage Range: Salary(The actual salary offered may vary based on relevant factors as determined in the Company’s discretion, which may include experience, qualifications, tenure [for existing employees] skill set, availability of qualified candidates, geographic location, certifications held, and other criteria deemed pertinent to the particular role. Note that the majority of individuals in the position will fall in the low to mid-level of this scale; the upper end of this pay scale is offered only in exceptional circumstances and/or for unusually qualified candidates.)

In addition to legally required benefits, NexusTek offers a generous benefit package to eligible full‑time employees, which currently includes the following:

• Four weeks of annual accrued PTO
• Seven paid national holidays
• Company‑paid life insurance, short and long‑term disability
• Voluntary benefits such as critical illness and accident
• Voluntary Legal Shield and identity theft protection
• Discretionary annual 401k match plan
• Employee Assistance Program
• Access to over 90,000+ courses in ADP My Learning
• StandOut employee engagement tools
• Eligible to apply for a Pluralsight license
• Eligible to apply for NexusTek Technical Academy or Leadership Academy

We’rehappy toprovideour comprehensive benefits guide.Each benefit is subject to eligibility requirements as specified in plan documents, and the Company reserves the right to modify the benefits it offers from time to time.

Interview Process

Typical interview process for this role:

Screening Stage

Let’s get to know each other!

• Our recruiters carefully consider each application. If you are selected to move forward, we will contact you for the introductory screening
• 20 min Recruiter screening to introduce you to NexusTek and get to know what motivates you

Interview Stage

We’ll dive into your experience more in depth

• One-hour interview with Hiring Manager and peer team member (virtual)
• One-hour interview with Operations team member(virtual)
• References – 3 professional references at least one direct supervisor
• You are welcome to request additional conversations with team members you didn’t get to meet during the process

NexusTek provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws

NexusTek participates in E-Verify for all US Employees