Service Desk Manager: Lead High-Impact IT Support

Nexus Technologies LLC; Greenwood Village (CO); On-site; USD 80,000 - 105,000; Full time

Benefits offered by this job

PTO - four weeks annually

Paid holidays

Life Insurance

Disability benefits

401k with company match

Employee Assistance Program

Learning & certification programs

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Team leadership

Coaching

Performance metrics

Communication

IT knowledge

Tools

Windows

Windows Server

Azure

Office 365

AWS

Google Cloud

VMware

Hyper-V

Citrix

Datto

Veeam

ITIL

Jamf (Mac)

Job description

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.