> Markdown version of [/jobs/ext/469111-service-desk-manager](https://www.wearedevelopers.com/jobs/ext/469111-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:** Aurora Dairy Corp. - **Location:** Boulder, CO, United States - **Salary:** $105,000.0 - $125,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Issue Tracking Systems, IT Management, Microsoft Software, Information Technology - **Published:** June 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=b21b9b0492fd5dd1 ## About the Role Do you have a valid Driver's License license?, Do you have experience in Windows?, Do you have a Bachelor's degree?, * Demonstrated ability to establish and maintain a high performing support team in a multi-site organization. * 3-5 years of experience in a service desk management role, with responsibility in a corporate technical environment. * Bachelor's Degree preferably in computer information technology, computer science or a related field. Consistently maintain a professional and positive attitude with all levels of the organization * - from senior management to user teams. * Experience in managing a corporate ticketing system. * Ability to analyze metrics and statistics to identify trends, contribute to avoidance tactics, and provide appropriate support. * 1-2 years of FreshService ITSM experience preferred but not required. * Working knowledge of Windows Operating Systems and Microsoft Products * Successful track record in building effective teams and cross-functional relationships. * Must possess a valid driver's license, reliable mode of transportation and proof of automobile insurance with required levels of coverage. Physical Requirements: Ability to sit and focus for extended periods of time in front of a computer screen and/or while utilizing various office equipment (calculators, copy machines, etc.). Available for regular or scheduled travel to remote facilities via automobile or airplane. ## Description The Service Desk Manager is a customer facing role that is responsible for all Service Desk operations, including the development and execution of the organizations ticketing system. This position proactively manages all support requests by ensuring each request is tracked to completion and by developing and enforcing Service Level Agreements (SLA). Essential Responsibilities: * Manages on average a team of 5-6 support technicians. * Ability to define and develop foundational components of a Service Desk (metrics, process, tools, skills). * Oversees the support organization ticketing system, assigning, tracking, following up on requests. * Monitor all requests to ensure SLA's are met or exceeded. * Responds to and handles escalations received from management or customers in a timely fashion, ensuring issues are resolved or escalated to the appropriate group. * Select, train, and supervise IT support staff. Develop a high-performing team by coaching and disciplining employees. Monitor and evaluate staff performance. * Ensure customer service interactions from the team are positive, professional, timely and accurate. * Provide leadership in strengthening communications with coworkers at all levels throughout the organization, creating and promoting a positive and supportive work environment. * Provide data and reporting of KPIs and trends to IT staff and others (both scheduled and on-demand). * Partners with IT Leadership Team to pursue productivity improvements and innovations, such as investments by our Automation developers to benefit the Service Desk team, genAI solutions and more to benefit themselves and their Service Desk teammates. * This role typically visits farm and plant site locations in Colorado (Platteville and Gill) once a week to ensure a quality customer service experience. Other Required Responsibilties: * Other duties as assigned. * Available for scheduled and non-scheduled travel. ## Related Videos - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) - [Engineering/Manager Pendulum: Generating compound interest on your career](https://www.wearedevelopers.com/videos/100348-engineering-manager-pendulum-generating-compound-interest-on-your-career) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [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) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Software Developer Salary in Austria [2023]](https://www.wearedevelopers.com/magazine/213-software-developer-salary-in-austria-2023) - [Best Companies to Work For in Austria: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/192-best-companies-to-work-for-in-austria-top-25-companies-in-2023)