Manager I, IT Service Desk

Applications due by June 18, 2026

Goodwill of Colorado Job Description Pay:

$80,000

• 85,000/year

Work Schedule:

Monday-Friday, 8 AM-5 PM

JOB SUMMARY

The Manager I, IT Service Desk, is responsible for managing the operations of the service desk and team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. The service desk plays an important role for Goodwill of Colorado, as it serves as the point of contact for all issues related to Information Technology (IT). In this critical role, the service desk is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT department, and, whenever possible, providing a first-contact resolution for customers. In addition, the service desk is responsible for identifying and pursuing service improvement initiatives; managing complaints, suggestions, and compliments; and perhaps most importantly, often service as the face, or voice, of Goodwill of Colorado to customers. A strong, healthy service desk team is consistent; committed to quality and regular quality improvements; viewed throughout the organization as an important component of the IT team; committed to utilizing and responding to employee satisfaction metrics; and aware of the importance of utilizing regular performance metrics.

ESSENTIAL FUNCTIONS

Manages the day-to-day operations of the service desk including staff, service level targets (SLTs), and operational demands. Meets targets and expectations for customer service and support performance. Partners with the Director of Infrastructure, Operations and Security to develop, and train the service desk team members. Maintains and manages the Service Desk platform, (Fresh Service) ensuring improvements are prioritized and continually assessed to meet the needs of the IT department. Create, support and distribute mission critical SLTS that meet the requirements of the business. Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved. Conducts and share results from service and operation performance reviews. Promote the service desk with senior management. Coordinates and manages all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations. Creates and manages the service desk budget and prepares them for the Director of Infrastructure, Operations and Security. Provides guidance on complex issues and serves as the highest-level escalation point. Assists in completing and responding to service desk tickets as needed. Participates in department and/or organization-wide projects. The incumbent must be adept with reprioritizing responsibilities depending on the needs of the department and the organization. They may be assigned additional/different duties occasionally to help support the IT group and the company. Performs other duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

A Bachelors degree in Computer Science or related technical degree is required; experience may be considered in lieu of a degree. ITIL Certification is preferred.

Experience:

A minimum of 5 years' experience managing an IT service desk or similar role. Experience leading and managing a successful team.

Other:

Ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team. A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team. Ability to balance and plan the short-term actions of the team. Knowledge and understanding of all relevant industry standards. Knowledge and understanding of best practices for service management. Strong communication skills, including the ability to be influential and persuasive with stakeholders. Ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk. Ability to understand the organization's business. Ability to think critically about systems and to adjust consistently as needed. Ability to manage time effectively while setting the tone of the team through modeling and leadership. The incumbent will be required and must have the ability to drive for company business

.

• Per auto vehicle insurance carrier requirements: For applicants/employees to qualify for inclusion on the Goodwill driver insurance schedule, for purpose of driving Goodwill fleet vehicles, or for purpose of receiving company mileage reimbursement they must be at least: 21 years of age (not engaged in passenger transportation), 25
• 70 years of age for all passenger transportation services, 25 years of age for CDL.

Applicants/employee will be required to undergo a Motor Vehicle Record (MVR) check and background check; applicants/employees must disclose all moving traffic violations or vehicle crashes (within the last five (5) years)(

Note:

not all violations are a disqualification for employment and each case will be reviewed by the insurance carrier); must have valid Colorado State driver license; must also be able to operate company vehicle, and adhere to all Federal, State, and local laws governing vehicle operation. Applicants/employees using their personal vehicle for company business (receiving company mileage reimbursement), must have valid vehicle insurance, valid driver license, and vehicle must be in roadworthy condition. Goodwill is an Equal Opportunity Employer dedicated to employing qualified individuals including those with disabilities, protected veterans and military spouses. Goodwill participates in E-Verify. For more information on E-Verify, please contact

DHS:

888-897-7781 or www.dhs.gov/E-Verify . We promote a Safe & Drug-free Workplace. Physical Requirements Attachment to

Job Description Job Title:

703•

Manager I, IT Service Desk Dept Number:

9300 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Guide to

Physical Requirements:

Continuously (5-8 hours) Frequently (3-4 hours) Occasionally (1-2 hours)

Never LIFTING:

(as defined by ADA)

Heavy:

45 lbs & over•

OCCASIONALY

Moderate:

15-44 lbs•

OCCASIONALY

Light:

14 lbs & under•

OCCASIONALY CARRYING

Heavy:

45 lbs & over•

OCCASIONALY

Moderate:

15-44 lbs•

OCCASIONALY

Light:

14 lbs & under

• OCCASIONALY PUSHING/PULLING

• OCCASIONALY

REACHING

Above Shoulder

• OCCASIONALY

  At Shoulder

• OCCASIONALY

  Below Shoulder

• OCCASIONALY TWISTING

• OCCASIONALY BENDING
• OCCASIONALY

KNEELING/CRAWLING

• OCCASIONALY SQUAT
• OCCASIONALY

CLIMBING

Use of legs only (stairs)

• OCCASIONALY

  Use of arms & legs (ladders)

• OCCASIONALY HEARING

• FREQUENTLY VISION:

  Visual, close

• COUNTINUOUSLY

  Visual, distant

• COUNTINUOUSLY

  Visual, depth perception

• COUNTINUOUSLY HANDS/FINGERS

  Simple grasping

• COUNTINUOUSLY

  Fine Manipulation

• COUNTINUOUSLY

  Repetitive Movements

• COUNTINUOUSLY WALKING

• OCCASIONALY

STANDING

• OCCASIONALY SITTING
• COUNTINUOUSLY

SPEAKING

• COUNTINUOUSLY OTHER, please describe

• OCCASIONALY

• Driving Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.