<p>Kforce has a client in Draper, UT that is seeking an IT Service Desk Manager.</p> <p>Summary: The IT Service Desk Manager is responsible for leading the daily operations of the IT Service Desk and owning the end-user support experience across the organization. This role ensures delivery of reliable, efficient, and customer-focused IT support while applying ITIL 4 service management best practices. This individual will serve as both a people leader and operational owner across incident, request, problem, and knowledge management processes, partnering closely with Field Services, Infrastructure, and Cybersecurity teams to deliver consistent, high-quality service.</p> <p>Responsibilities: Service Desk Leadership:</p> <ul> <li>Lead and manage the IT Service Desk team, setting expectations, coaching performance, and supporting career development </li><li>Oversee staffing, scheduling, and workload distribution to meet service level targets </li><li>Drive a strong customer service culture focused on end-user experience </li></ul> <p>IT Service Management (ITIL 4):</p> <ul> <li>Own ITIL-aligned practices including Incident Management and Service Request Management </li><li>Serve as Problem Manager, driving root cause analysis, remediation, and prevention of recurring issues </li><li>Establish and maintain service management processes, standards, and documentation aligned to ITIL 4 </li></ul> <p>Operations & Service Delivery:</p> <ul> <li>Coordinate escalations across technical teams including Field Services and Infrastructure </li><li>Monitor and report on service performance metrics, trends, and customer experience indicators </li><li>Ensure consistent delivery of high-quality IT support across enterprise environments </li></ul> <p>Continuous Improvement:</p> <ul> <li>Expand self-service capabilities and Knowledge Management to improve user enablement and reduce ticket volume </li><li>Drive service improvement initiatives to enhance efficiency, reliability, and user satisfaction* Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience) </li><li>6+ years of experience in IT support, service desk, or field services environments </li><li>2+ years of experience leading or supervising technical teams </li><li>Experience with ITSM platforms such as ServiceNow or similar tools </li><li>Strong understanding of ITIL 4 service management practices, including Incident, Problem, Request, and Knowledge Management </li><li>Strong communication, organizational, and customer service skills </li></ul> <p>Preferred:</p> <ul> <li>ITIL 4 Foundation certification (or willingness to obtain within a defined timeframe) </li><li>Experience supporting enterprise or multi-site environments </li><li>Experience driving service improvement or operational maturity initiatives </li></ul> <p>What This Role Offers:</p> <ul> <li>Leadership opportunity with ownership of the end-user support experience </li><li>Ability to drive process maturity and service improvements </li><li>High visibility across IT and business stakeholders </li><li>Opportunity to build and enhance ITIL-aligned service operations </li></ul>