Sterling Infrastructure, Inc. · 3 hours ago
IT Service Desk & Operations Manager
Frederick, CO
Full-time
Onsite
Senior Level
$120K/yr - $140K/yr
5+ years expSterling Infrastructure is looking for an IT Service Desk & Operations Manager to lead and evolve their enterprise Service Desk function across multiple business units. The role involves service delivery, operational performance, team leadership, and continuous improvement to transform the Service Desk into a proactive, user-focused operation.
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Responsibilities
Lead the daily operations of the enterprise Service Desk supporting both corporate offices and field environments
Ensure timely, high-quality resolution of incidents, service requests, and escalations, including coordination of major incidents
Monitor service performance, SLAs, KPIs, and customer satisfaction metrics; use data to drive continuous improvement
Develop coverage and support models that scale with business growth, including extended or multi-shift support as needed
Lead, coach, and develop a geographically distributed team of Service Desk analysts and technicians
Oversee onboarding, goal-setting, performance management, and career development
Foster a culture of accountability, collaboration, and high-quality customer service
Mature and maintain ITIL-aligned processes including incident, request, problem, change, knowledge, and asset management
Partner with Infrastructure, Applications, Cybersecurity, and Field Support teams to streamline workflows and reduce friction
Drive automation, self-service, and process improvements to improve efficiency and user experience
Own Service Desk tools, reporting, dashboards, and analytics to provide visibility into performance and trends
Oversee end-user hardware lifecycle, provisioning, imaging, and configuration standards
Qualification
Required
Bachelor's degree in IT, Computer Science, or a related field — or equivalent practical experience
5+ years of IT support experience, including at least 2 years in a leadership or management role
Strong understanding of Service Desk operations, ITIL practices, and enterprise support models
Experience with ITSM platforms, endpoint management tools, and Microsoft 365
Proven experience supporting a geographically distributed workforce
Excellent communication, organizational, and people-leadership skills
Experience in construction, engineering, infrastructure, or other field-based industries
Scripting or automation experience (PowerShell, Python, workflow tools)
Exposure to AI-enabled support, intelligent ticket routing, or self-service platforms
Familiarity with cloud services, API integrations, and cybersecurity best practices
Company
Sterling Infrastructure, Inc.
“We build and service the infrastructure that enables our economy to run, our people to move and our country to grow.” –Sterling CEO Joe Cutillo We build.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$340M2025-06-09Debt Financing· $300M
2015-06-01Post Ipo Debt· $40M
2006-01-20IPO
Leadership Team
Kevin Royce
Chief Executive Officer
Ronald Ballschmiede
EVP & CFO
Recent News
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2025-11-13
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