Service Desk Manager

Energy Workforce & Technology Council

Service Desk Manager overseeing service desk operations and driving improvements at Denovo, a provider of ERP application management.

Posted 5/12/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $120,000 - $135,000 per yearWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Lead end-to-end service desk operations and continuous improvement
Oversee daily operations across shifts and manage ticket flow
Set service standards for end-user interactions and manage escalations
Define, track, and report KPIs and lead corrective actions
Hire, coach, schedule, and develop service desk staff
Build and govern a searchable knowledge base and self-service portal
Drive automation initiatives to reduce manual effort and improve service
Coordinate with internal resolver groups to meet SLAs/OLAs
Maintain SOPs, runbooks, and quality controls for execution

Requirements

What you’ll need

5–8+ years in IT support/service management
2+ years leading a service desk/help desk team
Working knowledge of ITIL-aligned practices
Bachelor’s degree in information technology or equivalent experience
ITIL 4 Foundation certification preferred
Experience administering an ITSM tool (ServiceNow)
Ability to analyze trends and build operational reporting
Working knowledge of end-user computing and networking fundamentals

Benefits

Comp & perks

Medical
Dental
Vision
Life and Disability insurance
FSA (Health & Dependent Care)
HSA
401(k)
PTO
Paid Holidays
Supplemental Benefits for Accident
Critical Illness
Identity Theft
Legal support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT supportservice managementITIL practicesoperational reportingend-user computingnetworking fundamentalsticket managementautomation initiativesKPI trackingSOP maintenance

Soft Skills

leadershipcoachingschedulingcommunicationproblem-solvingescalation managementteam developmentcustomer servicecollaborationanalytical thinking

Certifications

ITIL 4 FoundationBachelor's degree in information technology