Manager, Service Desk (ONSITE)

NexusTek; Greenwood Village (CO); Presencial; USD 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

PTO four weeks annually

Paid holidays

Medical, dental, vision

Life insurance & disability

401k with company match

Employee referral bonus

EAP

ADP My Learning access

Leadership/academy programs

Descripción de la vacante

NexusTek is seeking a Service Desk Manager to lead a 100% onsite team in Denver, CO. You will manage inbound calls, monitor live answer performance, and conduct regular one-on-one meetings with engineers.

This role emphasizes metrics, training, and process improvements to ensure high-quality customer service. Collaborate with sales and other managers to optimize service delivery, develop best practices, and keep technical knowledge up-to-date across Windows Server, cloud services, and

Formación

• Experience managing a Service Desk team and client-facing operations.
• Ability to define and monitor metrics to ensure timely customer response.
• Strong meeting facilitation and employee engagement skills.

Responsabilidades

• Manage inbound call queue and engineer live answer performance.
• Perform one-on-one meetings with Service Desk Engineers regularly.
• Define, monitor, and maintain metrics for customer response.
• Prepare agendas and conduct Service Desk Team meetings.
• Collaborate with managers to improve operations and delivery.
• Build relationships with Sales Team to support service levels.
• Maintain technical knowledge of NexusTek solutions.
• Delegate projects and ensure training requirements are completed.

Conocimientos

Team leadership

Customer-focused

Performance metrics

Meeting facilitation

Training recommendations

Operational efficiency

Herramientas

Windows Server

Microsoft Networking

Office 365

Azure

AWS

Google Cloud

VMware

Hyper-V

Citrix

Datto/Veeam

ShoreTel/Cisco VoIP

ITIL

Jamf (ASM)

Descripción del empleo

Working hours

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

Location

100% ONSITE at a client site in Denver, CO

Who You Are

• 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
• VoIP (ShoreTel, Cisco, etc)
• 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.)

• Four weeks of annual accrued PTO
• Seven paid national holidays
• Medical, dental, vision options
• 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
• Generous employee referral bonus 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’re happy to provide our 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.

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