Service Desk Manager — Onsite Client Support

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

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