Vantage Data Centers
Overview
Manager, IT Service Desk, NA role at Vantage Data Centers. This position is based in Denver, CO with a flexible work policy (3 days in-office, 2 days flexible). Essential Job Functions
Lead and manage the IT Service Desk team in the NA region, ensuring efficient and effective support for all IT-related issues, while fostering a collaborative and high-performance work environment. Drive continuous improvement initiatives to enhance customer satisfaction and service delivery, leveraging data-driven insights and feedback to implement best practices. Oversee workflow management in ServiceNow, ensuring incidents, requests, and changes are handled promptly and accurately, and optimize platform use to improve efficiency. Ensure a formal induction and training process for new starters, and provide ongoing training and documentation for existing employees to maintain high standards of service. Monitor, analyze, develop and implement strategies to improve service desk processes and performance metrics, implementing corrective actions as needed. Ensure compliance with ITIL best practices and company policies, promoting adherence across the team. Manage IT Service Desk team members, including career development and performance reviews, ensuring they work efficiently to meet organizational goals. Act as the point of escalation for major incidents, coordinating resolving parties, communicating with end users, and managing expectations. Ensure all Service Level Agreements (SLAs) are adhered to and high service levels are maintained, consistently meeting KPIs. Work with the Asset Manager to maintain hardware standards, validated product lists, and support contracts within the CMDB. Identify opportunities to fully utilize unused or partially used IT hardware and software assets, maximizing value of existing resources. Collaborate with peers within the IT organization to ensure alignment and effective support across all IT functions. Provide regular reports and updates to senior management on service desk performance and customer satisfaction, highlighting achievements and areas for improvement. Identify best practices and conduct periodic reviews of departmental processes to implement efficiencies in response to changing business needs. Ensure the effective delivery of quality IT solutions, delivered on time, within budget, and aligned with business requirements. Ensure appropriate support models are in place for all IT solutions, providing reliable and consistent support to end users. Foster effective communication within the team and with the wider business, supporting a culture of transparency and collaboration. Collaborate with IT business partners, peers, and stakeholders to understand needs and provide tailored support solutions, escalating issues to senior IT leadership as necessary. Serve as a subject matter expert to internal stakeholders on IT service-related matters across the North American region. Maintain and develop company processes and procedures within the CTIO, ensuring they are up-to-date and effective. Analyze specifications, proposals, and other documentation to prepare, review, and comment on time, cost, and labor estimates for projects. Understand and handle competing priorities in a fast-paced environment, effectively managing time and resources. Develop and maintain relationships with subcontractors, partners, and vendors, including budget management (OPEX and CAPEX). Perform additional duties as assigned by management, demonstrating flexibility and adaptability. Job Requirements
Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience preferred. Proven experience in managing an IT Service Desk, preferably within a multinational organization, with strong leadership and management skills. Experience with ITSM tools (preferably ServiceNow) and ITIL, within a global enterprise, focusing on Incident, Request, and Change management. Proficiency in a cross-platform environment (Mac & PC) with knowledge of Microsoft stack (Active Directory, Intune, Microsoft 365, JAMF). Excellent written and spoken English communication skills; ability to convey technical information to non-technical stakeholders. Ability to lead and motivate a team and promote collaboration and teamwork. Strong problem-solving and analytical skills; ability to resolve complex technical issues. Excellent customer service, analytical, presentation and interpersonal skills with the ability to interact with Senior Executive to CxO-level. Travel expected to be less than 5%. Ability to work under limited supervision, independently and within a team. Ability to prioritize and execute tasks in a high-pressure environment with multiple competing priorities. Knowledge of software licensing terms, license models, and enterprise maintenance and support contracts. Experience working with service providers in an international context. Physical Demands And Special Requirements
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 for individuals with disabilities. The role may require standing, walking, sitting, using hands, reaching, climbing stairs, balancing, stooping or kneeling, talking and hearing. The employee must occasionally lift and/or move up to 25 pounds. Additional Details
Salary Range: $115,000-$120,000 Base + Bonus (Colorado market data; location-based variations may apply). Company benefits include medical, dental, vision, life and AD&D, disability coverage, PTO, EAP, 401k with company match, and other voluntary benefits. Compensation may vary based on qualifications, skills, competencies, and experience. Vantage Data Centers is an Equal Opportunity Employer. We do not accept unsolicited resumes from search firms without an agreement in place.
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Manager, IT Service Desk, NA role at Vantage Data Centers. This position is based in Denver, CO with a flexible work policy (3 days in-office, 2 days flexible). Essential Job Functions
Lead and manage the IT Service Desk team in the NA region, ensuring efficient and effective support for all IT-related issues, while fostering a collaborative and high-performance work environment. Drive continuous improvement initiatives to enhance customer satisfaction and service delivery, leveraging data-driven insights and feedback to implement best practices. Oversee workflow management in ServiceNow, ensuring incidents, requests, and changes are handled promptly and accurately, and optimize platform use to improve efficiency. Ensure a formal induction and training process for new starters, and provide ongoing training and documentation for existing employees to maintain high standards of service. Monitor, analyze, develop and implement strategies to improve service desk processes and performance metrics, implementing corrective actions as needed. Ensure compliance with ITIL best practices and company policies, promoting adherence across the team. Manage IT Service Desk team members, including career development and performance reviews, ensuring they work efficiently to meet organizational goals. Act as the point of escalation for major incidents, coordinating resolving parties, communicating with end users, and managing expectations. Ensure all Service Level Agreements (SLAs) are adhered to and high service levels are maintained, consistently meeting KPIs. Work with the Asset Manager to maintain hardware standards, validated product lists, and support contracts within the CMDB. Identify opportunities to fully utilize unused or partially used IT hardware and software assets, maximizing value of existing resources. Collaborate with peers within the IT organization to ensure alignment and effective support across all IT functions. Provide regular reports and updates to senior management on service desk performance and customer satisfaction, highlighting achievements and areas for improvement. Identify best practices and conduct periodic reviews of departmental processes to implement efficiencies in response to changing business needs. Ensure the effective delivery of quality IT solutions, delivered on time, within budget, and aligned with business requirements. Ensure appropriate support models are in place for all IT solutions, providing reliable and consistent support to end users. Foster effective communication within the team and with the wider business, supporting a culture of transparency and collaboration. Collaborate with IT business partners, peers, and stakeholders to understand needs and provide tailored support solutions, escalating issues to senior IT leadership as necessary. Serve as a subject matter expert to internal stakeholders on IT service-related matters across the North American region. Maintain and develop company processes and procedures within the CTIO, ensuring they are up-to-date and effective. Analyze specifications, proposals, and other documentation to prepare, review, and comment on time, cost, and labor estimates for projects. Understand and handle competing priorities in a fast-paced environment, effectively managing time and resources. Develop and maintain relationships with subcontractors, partners, and vendors, including budget management (OPEX and CAPEX). Perform additional duties as assigned by management, demonstrating flexibility and adaptability. Job Requirements
Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience preferred. Proven experience in managing an IT Service Desk, preferably within a multinational organization, with strong leadership and management skills. Experience with ITSM tools (preferably ServiceNow) and ITIL, within a global enterprise, focusing on Incident, Request, and Change management. Proficiency in a cross-platform environment (Mac & PC) with knowledge of Microsoft stack (Active Directory, Intune, Microsoft 365, JAMF). Excellent written and spoken English communication skills; ability to convey technical information to non-technical stakeholders. Ability to lead and motivate a team and promote collaboration and teamwork. Strong problem-solving and analytical skills; ability to resolve complex technical issues. Excellent customer service, analytical, presentation and interpersonal skills with the ability to interact with Senior Executive to CxO-level. Travel expected to be less than 5%. Ability to work under limited supervision, independently and within a team. Ability to prioritize and execute tasks in a high-pressure environment with multiple competing priorities. Knowledge of software licensing terms, license models, and enterprise maintenance and support contracts. Experience working with service providers in an international context. Physical Demands And Special Requirements
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 for individuals with disabilities. The role may require standing, walking, sitting, using hands, reaching, climbing stairs, balancing, stooping or kneeling, talking and hearing. The employee must occasionally lift and/or move up to 25 pounds. Additional Details
Salary Range: $115,000-$120,000 Base + Bonus (Colorado market data; location-based variations may apply). Company benefits include medical, dental, vision, life and AD&D, disability coverage, PTO, EAP, 401k with company match, and other voluntary benefits. Compensation may vary based on qualifications, skills, competencies, and experience. Vantage Data Centers is an Equal Opportunity Employer. We do not accept unsolicited resumes from search firms without an agreement in place.
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