Service Desk Manager

  • Full Time
  • CO-Denver
  • Mid Level
  • Jul 9, 2022

Sasaki is an international design firm headquartered in Boston. We are a growing IT team looking for a talented individual to join the firm’s new office in Denver. We are seeking a hands on Service Desk Manager to oversee a small team in providing exemplary technical support to our designers.


Sasaki is a 300-person, world-class planning and design firm with a dynamic creative culture and a reputation and body of work that spans sixty-five years. Our IT team and infrastructure are as dynamic as our design work. We look for teammates who are excited to engage fully from the get-go. The most successful candidates understand how to deliver a high level of customer service with empathy, flexibility, attention to detail, organization and time management skills.


If you think you can add something special to our team, we would love to hear from you.


Service Desk Manager Responsibilities:

Managing and supporting a team of service desk technicians and consultants
Training, supporting and leading the firm’s service desk team
Monitoring our service desk system and serve as a point of contact for colleagues seeking technical assistance both in-person and remote
Troubleshooting and resolving technical issues
Implementing and maintaining user-friendly documentation
Managing escalations and ensuring any issues are resolved in a timely manner
Monitoring team performance and developing metrics and feedback reports for management
Ensuring service level agreements and continuous improvements
Making recommendations to improve operational efficiency


Job Requirements:


Bachelor’s degree in computer science, information technology, or a related field.
At least two years of experience as a Service Desk Manager or in a technical support role.
ITIL certification preferred
Strong technical background
Excellent analytical and troubleshooting skills.
Ability to work under pressure
Excellent leadership and people management skills
Experience with virtual desktops environments, software deployments, and both remote and in-person support strongly preferred
Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise
Demonstrated written and oral communication skills and an ability to communicate with employees at all levels of the organization
Interested in contributing to a team-oriented, collaborative and innovative environment

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