Service Desk Manager

TriTech Enterprise Systems, Inc. • Rock Springs, WY

3d

About The Position

TriTech Enterprise Systems is seeking a Service Desk Manager, also referred to in the posting as a Help Desk Manager, to oversee an organization’s IT support team. The manager leads a 365/24/7 service and is responsible for ticket queues, service-level agreements (SLAs), staff performance, scheduling, and daily support operations. The team resolves end-user technical issues involving desktops, software, network access, and business applications.

The position involves reviewing overnight tickets and SLA/KPI dashboards, leading team standups, monitoring live service performance, handling escalations and incidents, communicating with stakeholders, optimizing processes, and supporting team development. This is a key role for a proposal effort expected to be awarded by mid-November. The candidate must live in Wyoming within 30 minutes of ZIP code 82901. Resumes are due to TriTech by noon on 10/16/2026.

Requirements

• Bachelor’s degree in IT, Computer Science, or a related field, or an associate degree with 5+ years of experience.
• 3–5 years of experience in IT support.
• 2+ years of leadership experience.
• ITIL 4 Foundation certification.
• HDI Support Center Manager certification.
• CompTIA A+ certification.
• Microsoft 365 certification.
• Skills in people management, incident management, SLA oversight, communication, and operational discipline.
• Must live in Wyoming within 30 minutes of ZIP code 82901.

Responsibilities

• Lead a 365/24/7 service.
• Lead the team responsible for resolving end-user technical issues across desktops, software, network access, and business applications.
• Oversee ticketing queues, SLA performance, escalation procedures, and staff scheduling.
• Manage daily support operations to ensure fast and reliable service for users.
• Review overnight tickets and SLA/KPI dashboards and run team standups.
• Monitor live performance and handle escalations and incidents.
• Communicate with stakeholders, optimize processes, and support team development.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager