> Markdown version of [/jobs/ext/283824-service-desk-manager](https://www.wearedevelopers.com/jobs/ext/283824-service-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - **Company:** Denovo Ventures, LLC - **Location:** Louisville, CO, United States (Remote available) - **Experience:** Experienced - **Salary:** $120,000.0 - $135,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Access, Microsoft Excel, Knowledge Management, Networking Basics, Queue Management Systems, Power BI, Tableau (Software), Scripting, Chatbots, Information Technology, Data Analytics, Data Management, Servicenow - **Published:** May 15, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=c98e10a86b35f31c ## About the Role Do you have experience in User support?, Do you have a Bachelor's degree?, * Experience: 5-8+ years in IT support/service management, including 2+ years leading a service desk/help desk team (enterprise or managed services). * IT Service Management (ITSM)/ITIL: Working knowledge of ITIL-aligned practices (Incident, Request, Problem, Knowledge; familiarity with Change Enablement). * Education: Bachelor's degree in information technology, Computer Science, or 5+ years equivalent experience. * Certifications: ITIL 4 Foundation (preferred/minimum). Technical Skills * ITSM Platform: Experience administering and optimizing an ITSM tool (ServiceNow) including queues, categories, workflows, SLAs, knowledge articles, and reporting. * Automation: Ability to identify repetitive work and make recommendations to implement automation via platform workflows. * Reporting & Analytics: Ability to analyze trends and build operational reporting (e.g., Excel, Power BI, Tableau) to drive decisions and continuous improvement. * Technical Breadth: Working knowledge of end-user computing, identity/access, networking fundamentals, and remote support/management tools. Core Competencies * Leadership: Coaching, performance management, workforce planning, and building an inclusive, service-oriented culture. * Operational Rigor: Strong triage discipline, escalation management, and shift handoff practices in a fast-paced environment. * Customer Focus: Clear, professional communication and a consistent focus on improving end-user experience. * Continuous Improvement: Process mapping, root-cause thinking, and using metrics to prioritize and drive improvements. * Stakeholder & Vendor Management: Ability to influence across teams and manage third-party performance to SLAs/OLAs. ## Description Denovo, an Argano Company, seeks a motivated and skilled professional to take charge of administering, maintaining, and developing the ServiceNow platform across the organization. The preferred candidate should be creative with strong problem-solving abilities. Comfort with core application administration, workflow creation, data management, scripting, and process automation is essential. This role requires collaboration with both technical and non-technical teams to transform business objectives into scalable solutions suited for multiple departments. Additionally, clear communication about system changes and improvements to larger, non-technical groups is expected. You'll thrive in a fast-paced, rapidly expanding environment where priorities frequently shift, requiring flexibility and adaptability with a broad array of tasks and technologies., The Service Desk Manager leads end-to-end service desk operations and continuous improvement, ensuring consistent, high-quality support for incidents and service requests. This role blends people leadership, ITIL-aligned process governance, and data-driven performance management, while advancing self-service, knowledge management, and automation to improve user experience and operational efficiency., * Service Desk Operations & Queue Management: Oversee daily operations across shifts, manage ticket flow and prioritization, and ensure timely triage, assignment, escalation, and resolution of incidents and service requests. * ITIL/ITSM Process Governance: Understand the critical core practices for the Service Desk including Incident Management, Service Request Management, Knowledge Management, Service Level Management. * Customer Experience & Communications: Set service standards for end-user interactions; manage escalations; provide clear, timely updates and partner with stakeholders to align expectations and service outcomes. * Performance Management & Reporting: Define, track, and report KPIs (e.g., FCR, CSAT, SLA compliance, backlog, response/resolution times, ticket drivers) and lead corrective actions to improve performance and productivity. * People Leadership: Hire, coach, schedule, and develop service desk staff; conduct performance reviews; build training plans; and promote a culture of accountability, learning, and continuous improvement. * Knowledge & Self-Service: Build and govern a searchable knowledge base and self-service portal; establish content standards and review cadence to improve consistency and deflect repetitive contacts. * Automation & Tool Optimization: Drive automation initiatives (e.g., intelligent routing, workflow automation, virtual agents/chatbots where applicable) to reduce manual effort and improve speed and quality of resolution. * Internal Partners: Coordinate with internal resolver groups to meet SLAs/OLAs, manage escalations, and ensure contract obligations and service quality are achieved. * Documentation & Controls: Maintain SOPs, runbooks, and quality controls (including ticket quality standards) to ensure repeatable execution and audit readiness. ## Related Videos - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [Chatbots are going to destroy infrastructures and your cloud bills](https://www.wearedevelopers.com/videos/1130-chatbots-are-going-to-destroy-infrastructures-and-your-cloud-bills) - [JavaScript? No. Java Scripts! - Scripting with Java](https://www.wearedevelopers.com/videos/2094-javascript-no-java-scripts-scripting-with-java) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [REST, GraphQL, gRPC, and more: A comparison of modern API styles](https://www.wearedevelopers.com/videos/100247-rest-graphql-grpc-and-more-a-comparison-of-modern-api-styles) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Should Tech Managers Be Developers First? Pros and Cons](https://www.wearedevelopers.com/magazine/327-should-tech-managers-be-developers-first-pros-and-cons) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers)