Service Desk Leader: ITIL-Driven Ops & KPIs

Centuri Construction Group, Inc.; Phoenix (AZ); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental & Vision Coverage

401K with Company Match

Life & AD&D Insurance

Paid Vacation & Holidays

Employee Discounts

Job summary

Centuri Construction Group, Inc. is seeking a Manager of Support Services in Phoenix, AZ, to lead and optimize the IT service desk, ensuring high availability and exceptional end-user support within a hybrid work setting.

You will drive process improvement, manage SLAs/KPIs, and oversee ticketing systems such as ServiceNow and Jira, partnering with IT and business stakeholders to deliver reliable service.

Qualifications

• 8+ years of IT support experience.
• 5+ years in leadership responsibility.
• Strong ITSM/ITIL knowledge.
• Proven experience managing high-volume service desk operations.
• Experience managing service levels (SLAs/KPIs) and reporting on performance metrics.
• Demonstrated experience with ticketing systems such as ServiceNow, Jira.

Responsibilities

• Lead and develop the service desk team, establish and build on KPIs, and foster a customer-centric culture.
• Oversee daily support operations, manage escalations, and ensure SLA adherence.
• Prepare action plans, implement productivity, quality, and customer service standards, resolve problems and complete audits.
• Implement ITIL-based processes and drive continuous improvement initiatives.
• Identify customer service trends via surveys and industry data.
• Structure call routing and processing parameters for maximization of staff and service levels.
• Act as liaison between IT and business stakeholders.
• Manage tools and vendor relationships.
• Maintain a central repository of information (Knowledge Base) to assist the Service Desk personnel.

Skills

ITSM/ITIL

Leadership

Service Desk

SLA/KPI management

Ticketing systems

Tools

ServiceNow

Jira

Job description

Centuri Construction Group, Inc. is seeking a Manager of Support Services in Phoenix, AZ, to lead and optimize the IT service desk, ensuring high availability and exceptional end-user support within a hybrid work setting.

You will drive process improvement, manage SLAs/KPIs, and oversee ticketing systems such as ServiceNow and Jira, partnering with IT and business stakeholders to deliver reliable service.