Service Desk Manager

RESPONSIBILITIES:Kforce has a client that is seeking a Service Desk Manager in Denver, CO.Essential Functions and Responsibilities include the following; Other duties may be assigned to meet business needs: Manages Service Desk support staff to meet changing business priorities Service Desk Manager will build, mentor, and maintain a customer centric team philosophy Develop and regularly publish analytics to measure department productivity and customer satisfaction Implement industry best practices for Service Desk organizations, reporting, response times, and satisfaction As a Service Desk Manager, you will implement and enforce desktop system standards and security policies under the direction of management Ability to partner with other business and technology teams across the organization to deliver effective solutions Research and recommend innovative, and where possible, automated approaches for administration tasks Service Desk Manager will have ownership of security patching process on desktop systems Manage and maintain equipment inventory levels to meet hiring, break/fix, and upgrade cycles Analyze system and user generated support requests to document root causes Independently plan and implement programs to address root cause findings Service Desk Managers provide day-to-day administrative support for routine operations of third-party systems and applications that are part of an associates work processes Interact professionally with coworkers and clients Maintain proficiency of bankruptcy workflow and software tools Service Desk Managers keep current on trends and technology solutions in similar organizations Maintain knowledge of Windows and Mac Operating Systems and support requirements of bothREQUIREMENTS: BA/BS in Computer Science or related field or equivalent experience ITIL or similar certification required 5+ years previous experience managing Service Desk teams Self-driven and highly passionate about providing excellent service Experience implementing and managing using ITIL or similar framework Proven customer-service orientation Excellent organizational and time management skills Strong analytical skills and the ability to meet tight deadlines is essential for a fast-paced environment Innovative problem-solving skills; The individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully Focused and self-motivated Very strong verbal and written communication skills; Possessing high level of professionalism and able to communicate with large audiences in a written or verbal format Strong interpersonal (teambuilding) and collaboration skills Ability to establish and maintain effective working relationships with employees, clients and public Experience successfully managing remote team members Familiar with standard IT department concepts, practices, and procedures Strong written and verbal communications skills Track record in leading successful desktop infrastructure design and rollout projectsKforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.