IT Service Desk Manager

in Colorado Springs, CO

IT Service Desk Manager Job

Job Description Job Attributes+

  • Job ID


  • Req #


  • Job Location

    Colorado Springs, CO 80901, US

  • Job Category

    Information Technology

  • Job Type


Blackstone Talent Group, an award-winning technology consulting and talent agency is seeking a IT Service Desk Manager to join our team at our client’s site in Colorado Springs.

Here' s a summary of responsibilities:

The Manager of the IT Service Desk has responsibility for providing effective and efficient technology solutions in response to customer support issues through the management of the helpdesk and desktop support functions. This position will direct daily and ongoing operational support of the Service Desk while ensuring exceptional customer service for stakeholders. This position also provides career guidance and growth for his/her direct reports. The Manager will also serve as an advanced Service Desk team member handling escalated support issues. This position requires exceptional communication skills and attention to detail, as well as mastery in building and maintaining strong positive relationships within the team and across the organization, leveraging a servant leadership approach.

Here' s how you' ll have an impact:

Oversee IT Service Desk function. Conduct performance trending and ticket analysis. Handle escalated support issues. Identify and quantify improvement opportunities and, in collaboration with IT leadership, strategize the implementation of new initiatives for the IT Service Desk. Manage IT assets.

Lead the IT Service Desk team to improve upon and create organizational processes and strategies. Lead the team in various technology choices based on company needs and direction. Make recommendations for buy versus build decisions.

Manage and maintain the project priorities for the Service Desk team. Manage all aspects of projects, including project timelines, resource allocations, and ensuring projects meet agreed upon deadlines and deliverables. Formulate system plans, estimates costs for delivering systems, and monitor any exceptions.

Hire and manage all Service Desk team members. Conduct regular reviews and ensures team maintains technical qualifications. Work with team members on career growth opportunities and act as a coach and mentor.

Ensure that the service and solutions provided to customers meet user needs and requirements. Create and assess metrics for Service Desk team members to evaluate customer interactions. Maintain best practices and ensure the team follows standard processes and procedures.

Here are the skills and experience you' ll need to be effective:

Bachelor’s Degree or combination of relevant education and experience

5-7 years of IT experience with increased responsibility of IT roles

2-5 years of project leadership/management experience; experience managing service desks

Well-versed in customer service setting

Experience in small/mid-sized IT groups with fast-paced, multi-tasking, and multi-role efforts

Here are some things that will make you super competitive for this role:

Postgraduate work and/or continued education a plus

Experience with JIRA Service Desk and/or similar ITSM platforms

Working knowledge of UEM solutions and how they impact the organizations' assets to drive a unified platform experience.

Here' s where you' ll work:

This is a hybrid role that will regularly work from both our Colorado Springs Downtown Headquarters and remotely.

Blackstone Talent Group is a division of Blackstone Technology Group, a global IT services and solutions firm that implements technological solutions across commercial industry verticals and the US Federal Government. Blackstone’s global talent augmentation practice was founded in 1998. Blackstone Talent Group has offices in San Francisco, Denver, Houston, Colorado Springs, and Washington, DC. We specialize in providing clients the best talent across a variety of industries and sectors.

EOE of Minorities/Females/Veterans/Disabilities

Additional Information

Who We Are

Founded in 1998, Blackstone Talent Group is one of three divisions of Blackstone Technology Group. The other two divisions are Blackstone Federal, a premier engineering + transformation agency that serves the federal government, and Trellis Energy, the largest transaction management software firm fully dedicated to serving the natural gas industry. Blackstone Technology Group is a privately-held global IT services, solutions and resourcing firm. Headquartered in San Francisco, Blackstone now has more than 300+ employees across five offices nationwide. Blackstone Technology Group’s mission is to help clients adapt to the demands of a digital world, and has garnered an impressive track record of delivering successful results to a client list that includes Fortune 100 businesses and US federal, state and local government.

We provide contract, permanent and managed resource services to our clients. We source for commercial businesses and non-profits, as well as government clients requiring security clearances from public trust through multiple levels of top secret. Some of our skill specialties are IT, IT Operations, Engineering, Accounting and Finance, and Executive Search.

Our team never stops building connections with talent. And our network of fully-vetted, ready-to-work professionals allows us to provide exceptional speed and accuracy in our resource delivery that is unmatched in the industry. With a relationship-first engagement approach, we most often become a trusted partner with our clients and operate as an extension of their organizations.

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