CCL Global · 2 hours ago
Information Technology Service Desk Manager
Frederick, CO
Full-time
Hybrid
Senior Level
$125K/yr - $135K/yr
5+ years expCCL Global is partnering with a leading publicly traded infrastructure services company to identify an experienced IT Service Desk Manager to lead and evolve their enterprise support organization. The role involves overseeing the Service Desk function, ensuring high-quality IT support for corporate and field users, and driving service delivery performance.
Staffing & Recruiting
Hiring Manager
Al P.
Responsibilities
Lead day-to-day Service Desk operations supporting corporate and field users, ensure timely resolution of incidents, service requests, and escalations, coordinate and manage major incident response efforts, monitor ticket queues, KPIs, SLAs, and customer satisfaction metrics, continuously improve service quality with a focus on 90%+ customer satisfaction, plan coverage models including extended hours or multi-shift support as business needs evolve
Supervise, coach, and mentor Service Desk analysts and technicians across locations, manage onboarding, goal-setting, performance reviews, and career development, build a culture of accountability, learning, and high-quality customer service
Strengthen and mature ITIL-aligned processes (Incident, Request, Problem, Change, Knowledge, Asset), improve IT workflows including procurement, provisioning, and new-hire onboarding, drive automation and self-service initiatives in partnership with Infrastructure and Applications teams, maintain and enhance knowledge base documentation and end-user self-help resources, administer and optimize ITSM platforms, dashboards, and reporting, oversee end-user hardware lifecycle management, imaging, provisioning, and standards
Qualification
Required
5+ years of IT support experience including 2+ years in a leadership role, strong understanding of Service Desk operations and ITIL frameworks
Experience with ITSM ticketing platforms, endpoint management tools, and Microsoft 365
Proven ability to support a geographically distributed workforce, with a background supporting construction, engineering, infrastructure, or similar industries
Excellent communication, leadership, and problem-solving skills
Preferred
Scripting and automation (PowerShell, Python)
Workflow automation and ticket routing
AI/ML exposure for support automation
Knowledge base management and API integrations
Cloud services and cybersecurity fundamentals
Company
CCL Global
CCL was established in 1981 providing candidates across project services within the oil and gas industry.
201-500 employees
H1B Sponsorship
CCL Global has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (3)
2021 (1)
Funding
Current Stage
Growth StageCompany data provided by crunchbase