Salary: $130,000.00 - $150,000.00 Annually
Location : Aurora, CO
Job Type: Full-Time
Department: IT
Opening Date: 06/05/2026
Closing Date: 6/19/2026 11:59 PM Mountain
FLSA: Exempt

Description

We are seeking a dynamic, "hands-on" Service Desk Manager to lead the strategic direction and daily operational execution of our IT service desk. In this pivotal role, you will align IT services with broader business objectives, ensuring optimal delivery, scalability, and technical innovation.

The ideal candidate balances high-level cross-departmental collaboration, budgeting, and strategy with strong technical expertise in modern provisioning and endpoint lifecycle management. You will champion a culture of "white-glove" customer service, leveraging modern Digital Employee Experience (DEX) strategies to optimize workflows and drive operational excellence.
Responsibilities

• Strategic Leadership: Define, execute, and scale the service desk strategy in tight alignment with corporate goals and metrics.
• Modern & Legacy Device Management: Leverage hands-on expertise across both modern and legacy infrastructure ecosystems, maintaining active proficiency in Active Directory, Microsoft Intune, SCCM, and Windows Autopilot.
• Process Automation & Workflows: Manage and configure ITSM products, architecting automated workflows to streamline operations and eliminate operational bottlenecks.
• ITSM Alignment: Own and implement fundamental ITSM processes across the lifecycle, including rigorous Incident, Problem, and Change Management.
• End-to-End Asset Lifecycle: Programmatically manage the complete end-user device lifecycle, driving strategy and execution across procurement, inventory tracking, deployment, software distribution, and secure decommissioning.
• Stakeholder & Vendor Management: Serve as the primary liaison between Technical Services team and organization, while managing vendor relationships, software/service contracts, and operational budgets.
• KPI Tracking & Reporting: Continuous monitoring and reporting of service desk performance indicators (KPIs) and SLA completions to senior leadership.
• Additional duties as assigned.

Typical Qualifications

• Experience: 7+ years of dedicated IT service management experience, featuring a minimum of 5 years in direct team leadership or a supervisory role.
• ITSM Expertise: Solid track record managing enterprise ITSM software tools and engineering backend workflow rules.
• Process Mindset: Thorough understanding and practical experience executing ITIL processes (Incident, Request, Problem, and Change Management).
• Customer Centricity: Deep understanding of what constitutes "white-glove" support and a proven history of elevating the customer experience.
• Advanced professional certifications such as ITIL Expert / Managing Professional, PMP, or equivalent is highly desirable.
• Communication: Exceptional stakeholder management skills with the business acumen required to influence and collaborate across all organizational levels.
• Ability to lift and move up to 50 pounds on a regular basis.

Education

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field preferred.
• Preferred Relevant technical certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified Professional (MCP), or similar are a plus.

2026 E470 Public Highway Authority Summary of Benefits

E470 Public Highway Authority provides a competitive, comprehensive benefits package designed to support employee health, financial stability, professional development, and overall well-being.

Medical & Prescription Plan: 3 plan options to choose from

• United Healthcare Low-Deductible Plan (PPO4)
  • Coverage plans for employee, spouse and/or dependents (100% PHA-paid)
  • No monthly premium for employees
  • Plan is eligible for an employee funded Flex Spending Account (FSA)
• Kaiser Permanente No-Deductible Plan (KP-HMO 45)
  • Coverage plans for employee, spouse and/or dependents (100% PHA-paid)
  • No monthly premium for employees
  • Plan is eligible for an employee funded Flex Spending Account (FSA)
• United Healthcare High-Deductible Plan (HDHP5)
  • The Authority will cover 90% of the plan premiums.
  • The Authority will fully fund the employee HSA Account

Plan

Employee Monthly Premium

HSA Employer Contribution

Employee Only

$56.00

$4,400

Couple

$118.00

$8,750

EE w/child

$93.00

$8,750

Family

$160.00

$8,750
Dental Plan: Delta Dental

• Coverage for employee, spouse and dependents (100% PHA-paid)

Vision Plan: VSP

• Coverage for employee, spouse and dependents (100% PHA-paid)

Life Insurance & Disability Coverage

• Life Insurance coverage for employees at two times annual salary (100% PHA-paid)
• Short- & Long-Term Disability for employee at 2/3 of salary (100% PHA-paid)

Employee Assistance Plan

• EAP for employees and dependents (100% PHA paid)
• The Employee Assistance Program provides confidential support for counseling, personal matters, financial issues, and family challenges.
• Modern Health & All One Health - 6 counseling sessions per year, per incident

Retirement Plans

• International City Management Association (ICMA)
• PHA employees are eligible to participate in three retirement plans:

Plan Type

Participation

Vesting

Percentage

401(a)

Automatic

100% upon enrollment

10%

401(a)

Mandatory

100% at hire

6.2% each from employer & employee

457

Voluntary

100% upon enrollment

Employer match up to $3,000

ROTH

Voluntary

Employee only

Employee election; post-tax
Time Off

• PTO is a combination of Sick & Personal Leave
• Employees may accumulate up to a maximum of 500 PTO hours

Length of Service

PTO Earned

One month through four years

16 Hours for each full month of service

Four years, one month through nine years

18 Hours for each full month of service

Over nine years

20 Hours for each full month of service
Paid Holidays

• New Year's Day
• Martin Luther King Day
• President's Day
• Memorial Day
• Juneteenth Day
• Independence Day

• Labor Day
• Veteran's Day
• Thanksgiving Day
• Day After Thanksgiving
• Christmas Day
• Float (Executive Director designated

Toll Reimbursement

• All commuting and business-related tolls

Professional Development

• Employees have access to paid professional development opportunities, including workshops, conferences, training programs, and certifications.
• Work directly with your manager to identify opportunities and budget allocations.

01

Which statement below best describes the highest level of education you have completed?

• High school graduate, diploma or the equivalent (GED)
• Associate degree
• Bachelor's degree
• Master's degree
• Professional degree
• Doctorate degree

02

How many years of professional dedicated IT service management experience do you have?

• No experience
• Less than 3 years of experience
• More than 3 years but less than 5 years of experience
• More than 5 years but less than 7 years of experience
• 7+ years of experience

03

Do you have a minimum of 5 years in direct team leadership or a supervisory role?

• Yes
• No

04

Which of the following best describe your experience? (Select all that apply.)

• Management of enterprise ITSM software tools and engineering backend workflow rules.
• Implementation of a new service desk solution with optimizing process work flows.
• Understanding and practical experience executing ITIL processes (Incident, Request, Problem, and Change Management).

05

Do you have an advanced professional certifications such as ITIL Expert / Managing Professional, PMP, or equivalent?

• Yes
• No

06

Do you currently live in the State of Colorado or are you able to relocate at your own expense?

• Currently live in the State of Colorado
• Able to relocate at my own expense
• Do not currently live in Colorado and am unable to relocate.

Required Question