Manager, IT Service Desk | Hybrid, Denver, CO

This position will be hybrid - in office up to 4 days per week - and can be hired anywhere in Denver, CO.

The Manager, IT Service Desk is responsible for leading a technical support team, overseeing customer service operations, and ensuring the delivery of exceptional customer service while effectively and timely resolving technical issues. Manage a global team of service desk administrators responsible for delivering best-in-class technical support such as provisioning of hardware, repair, upgrades, maintenance, current and future projects, and team performance. This position will collaborate with the IT Desktop Administrator, Enterprise Core Infrastructure and Network Team, and Enterprise Web Applications/Development teams as well as various leaders and stakeholders across the enterprise to manage and deliver service desk support. A strong technical background and leadership skills complemented by extensive customer service experience and a problem-solving mindset, coupled with the ability to motivate and inspire your team to achieve business objectives and goals are important in this role.

• Manage the service desk team and evaluate performance
• Ensure customer service is timely and accurate on a daily basis
• Recruit, train, develop and support help desk representatives and technicians
• Set specific customer service standards
• Contribute to improving customer support by actively responding to queries and handling complaints
• Establish and develop best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Develop daily, weekly and monthly reports on help desk team’s productivity
• Provide customer feedback to the appropriate internal teams, like product developer
• Partner cross-functionally to implement new improvements to resolve going issues
• Ensure the service desk is maintaining optimal performance levels by leveraging performance analytics reports
• Manage personnel coverage, time off requests and delegation of projects or tasks to other staff as needed.
• Provide constructive feedback to improve performance for individuals and groups regarding the quality and effectiveness of work
• Improve performance and output by assessing patterns of success and failure

• Bachelors Degree in Computer Science, Information Technology or combination of education and experience in lieu of degree in related field
• 4 or more years of Information Technology management experience
• 7 or more years of expertise in technical support customer service and troubleshooting environment
• Proven work experience as a service desk support managing a team
• Excellent verbal and written communication skills – must be able to present project status or productivity reporting to executive leadership team
• Hands on experience with service desk support and remote control software
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with a problem-solving attitude and willingness to support
• Strong team and performance management skills

If you are seeking a culture that supports growth, fosters success, and moves the industry forward, find your place at Optiv! As a market-leading provider of cybersecurity solutions, Optiv has the most comprehensive ecosystem of security products and partners to deliver unparalleled services. Our rich and successful history with our clients is based on trust, serving more than 12,000 clients of varying sizes and industries, including commercial, government, and education. We have the proven expertise to plan, build, and run successful security programs across Risk Management, Cyber Digital Transformation, Threat Management, Security Operations – Managed Services, and Identity and Data Management. Optiv remains committed to championing Diversity, Equality, and Inclusion within our organization and throughout the industry.

With Optiv you can expect

• Work/life balance. We offer “Recharge” a flexible, time-off program that encourages eligible employees to take the time they need to recharge as well as 9 paid holidays annually

• Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.

• The ability and technology necessary to productively work remote/from home (where applicable)

• Creative problem-solving and the ability to tackle unique, complex projects

• Premium contributions by Optiv to Medical, Dental, and Vision coverage

• Contributions by Optiv to Health Saving Accounts (HSA)

• Optiv-paid Basic Life, AD&D, Short- and Long-Term Disability

• Professional training resources, including tuition reimbursement, certification support and student loan refinancing

• Optiv matching contribution to 401(k) with immediate vesting

• Health Advocate/ Employee Assistance Program (EAP) – One-on-one help navigating healthcare and insurance systems; confidential Licensed Counseling sessions

Optiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law. Optiv respects your privacy.  By providing your information through this page or applying for a job at Optiv, you acknowledge that Optiv will collect, use, and process your information, which may include personal information and sensitive personal information, in connection with Optiv’s selection and recruitment activities.  For additional details on how Optiv uses and protects your personal information in the application process, click here to view our Applicant Privacy Notice. If you sign up to receive notifications of job postings, you may unsubscribe at any time.