Service Desk Manager

Intratek Computer Inc.; Centennial (CO); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Paid medical benefits

Paid vacation

Paid holidays

PTO

401K

Job summary

Intratek Computer, Inc. in Centennial, CO is seeking a Service Desk Manager to lead a team delivering IT services to federal, state, and private accounts.

You will oversee incident, request, change, and knowledge management, ensuring timely resolution and SLA compliance. The ideal candidate has 5+ years in a service desk environment with at least 3 years of supervisory experience, a Bachelor's degree in CS or business, and ITIL certification.

Qualifications

• Five or more years of service desk experience.
• Minimum of three years supervisory experience.

Responsibilities

• Oversight of incident, request, change, and problem management.
• Provide leadership and guidance to the service desk team to meet SLA goals.
• Monitor metrics and reports to improve service delivery.

Skills

Service desk experience

Supervisory experience

Education

Bachelor's degree in CS or Business Administration

ITIL Certification

Job description

Intratek Computer, Inc., an Irvine, California based company, was founded and incorporated in 1989 as a computer service, support, and networking firm to provide state-of-the-art customized information technology solutions for Federal, State and County agencies, as well as leading private commercial accounts. We have comprehensive experience providing IT support services, including hardware and software support, maintenance and repair, programming, professional staffing, networking, web design and development, and helpdesk implementation and management.

Intratek Computer, Inc. is looking for a Service Desk Manager to support us in Centennial, CO. We offer great benefits and everyone has a stake in our success.

• Pay Rate DOE, W2 per hour
• Paid medical benefits
• Paid vacation
• Paid holidays
• PTO
• 401K

Minimum/General Experience

Five or more (5+) years of service desk experience; a minimum of three (3) years supervisory experience.

Education

Bachelor’s degree in computer science or business administration preferred. Also, ITIL Certification is preferred.

Educational/Experience Equivalency

An associate degree or high school diploma plus a combination of related professional certifications may be substituted for experience and/or education. Please see the table below depicting equivalency conversions.

Functional Description

Responsible for service delivery. Analyzes operations and makes changes, as needed. Provides trend and statistical metrics in report format. Monitors software system for delegation, assignment and/or expedited completion of trouble tickets. Provides guidance and leadership to all team members, as well as organizes and coordinates responsibilities to achieve the most efficient use of resources. Estimates resource requirements in order to achieve compliance with SLA’s. Participates in establishing Service Management process, goals and objectives; subsequently develops and executes comprehensive plan for achievement of goals and objectives. Participates in Incident, Request, Change, Problem, Knowledge and Asset management, evaluating and recommending new products and/or software upgrades for advancement of services provided to customer.

Paid vacations, sick, and holidays (after probation period)

401K

Equal Opportunity Employer

Intratek Computer Inc. is an equal opportunity employer. "All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition."

Special preference will be given returning war veterans when hiring new employees in an attempt to recognize their service, sacrifice, and skills.

Equal Opportunity Employer

Intratek Computer Inc. is an equal opportunity employer. "All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition."

Special preference will be given returning war veterans when hiring new employees in an attempt to recognize their service, sacrifice, and skills.