Call Center/Help Desk Manager
About The Position
Bowhead is seeking an experienced and customer-focused IT Service Delivery Manager in Anchorage, AK to lead the delivery of enterprise IT services across our organization. This role is responsible for ensuring the consistent delivery of high-quality IT support, maintaining service excellence, and driving continuous improvement initiatives. The ideal candidate is an experienced IT leader with a solid understanding of IT Service Management (ITSM), ITIL best practices, and enterprise infrastructure. They will oversee daily service operations, manage service desk performance, coordinate cross-functional technical teams, and ensure that IT services consistently meet business objectives and service-level expectations. This position requires exceptional leadership, communication, and organizational skills, along with the ability to balance strategic planning with operational execution.
Requirements
- Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or related field (or equivalent experience).
- Five to ten (5-10) years of progressive experience in IT Service Management.
- ITIL 4 Foundation Certification
- Strong knowledge of: Incident Management, Problem Management, Change Management, Request Fulfillment, Service Level Management
- Experience administering or managing enterprise IT Service Management (ITSM) platforms.
- Working knowledge of: Microsoft 365, Azure, Active Directory, Windows Server, Enterprise networking concepts, Cloud services
- Excellent verbal, written, and presentation skills.
- Demonstrated ability to communicate technical issues to both technical and non-technical audiences.
- Strong analytical, organizational, and problem-solving abilities.
- US Citizenship is required.
Nice To Haves
- Project Management Professional (PMP) certification.
- Experience supporting government, Department of Defense (DoD), or Alaska Native Corporation (ANC) environments.
- Familiarity with IT governance frameworks such as NIST or CMMC.
Responsibilities
- Lead the day-to-day delivery of enterprise IT services, ensuring high availability, responsiveness, and customer satisfaction.
- Ensure compliance with established Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).
- Oversee incident, request, problem, change, and service fulfillment processes.
- Champion ITIL best practices and promote process maturity across the organization.
- Drive continual service improvement (CSI) initiatives through data analysis, process optimization, and automation.
- Develop and maintain operational procedures and service documentation.
- Provide leadership, mentoring, coaching, and professional development for Service Desk personnel and technical support staff.
- Coordinate activities across infrastructure, networking, systems administration, cybersecurity, vendors, and third-party service providers.
- Foster a culture focused on accountability, collaboration, and exceptional customer service.
- Serve as a liaison between IT and business leadership.
- Manage customer expectations and proactively resolve service-related issues.
- Analyze service metrics and trends to identify recurring issues and implement long-term corrective actions.
- Develop reporting dashboards and executive-level service performance summaries.
- Support disaster recovery planning, business continuity efforts, and operational readiness initiatives.
- Partner with project teams to ensure successful transition of new technologies into production support.
- Support cloud transformation, infrastructure modernization, and digital workplace initiatives.
- Assist in IT budgeting, resource planning, and vendor management.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
