Top 15 It service manager Jobs in Iowa

IT Service Desk Lead
Infoway Solutions LLC —Des Moines, IA
- $25.03 - $30.14 an hour
- Contract
- Background check
- Windows
- Senior level
- Dental insurance
- Flexible schedule
Quick Apply
2d
Service Desk Manager / Lead
Cognizant —Des Moines, IA
- Full-time
- Hybrid work
- Windows
- Senior level
- Leadership
7d
Modern IT Service Management Manager
Accenture —Des Moines, IA
- $87,400 - $266,300 a year
- Full-time
- Hybrid work
- 5 years
- Business development
- Travel
- Paid holidays
- Disability insurance
19h
Technology Customer Service Manager
Solutions Management Group —Fort Dodge, IA
- Full-time
- Computer science
- Microsoft Excel
- Computer Science
- Paid holidays
- Disability insurance
Service Delivery Manager
BeyondReach LLC —Cedar Rapids, IA
- Bachelor's degree
- Senior level
- Business
- Health insurance
- 401(k)
Quick Apply
Service CCaaS Technology Delivery Lead
Accenture —Des Moines, IA
- $122,700 - $302,400 a year
- Full-time
- Hybrid work
- Oracle
- Sales
- 5 years
- Paid holidays
- Disability insurance
Intelligent Infrastructure Services Advisory Lead
Accenture —Des Moines, IA
- $122,700 - $396,500 a year
- Full-time
- Hybrid work
- Azure
- 6 years
- DevOps
- Paid holidays
- Disability insurance
Delivery Lead- Infrastructure Managed Services and IT Asset Management
Cognizant —Des Moines, IA
- Full-time
- Hybrid work
- Azure
- Windows
- AWS
7d
Director, Services Lead - Automation & Digital Transformation
Wabtec —Cedar Rapids, IA
- $120,600 - $171,800 a year
- Full-time
- Hybrid work
- Azure
- Senior level
- Leadership
Quick Apply
5d
Technology Specialist and Service Relationship Manager
Grinnell College —Grinnell, IA
- $21.63 an hour
- Multiple hires
- 3 years
- University
- Associate's degree
Associate Manager, Cloud Service Delivery Engineer
Altria —United States
- $104,900 - $152,150 a year
- Full-time
- Remote
- Computer Science
- DevOps
- Windows
- Profit sharing
- Paid parental leave

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They will work closely with decision makers across the organization to identify, recommend, develop, implement, and support cost-effective technology solutions…
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4d
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They will lead cross-functional RSC and field operations team members in developing, communicating, monitoring and executing tactical plans for successful…
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it service manager jobs near iowa

IT Service Desk Lead

Infoway Solutions LLC -
Des Moines, IA

Quick Apply

Job Details

Contract
$25.03 - $30.14 an hour
2 days ago

Benefits

Dental insurance
Flexible schedule

Qualifications

Vendor relationship building
Knowledge management
Customer communication
Staff supervision
IT service management
Incident management software
Workplace dispute resolution
Metrics Reporting
Windows
Incident Escalation
Global team management
Change management
Incident management operations support
Remote access software
Azure AD
Customer support ticket management
Technical writing
Customer service knowledge base
ServiceNow
Management reporting
Remote desktop tools
Microsoft Dynamics 365 Finance & Operations
Call center management
Project stakeholder communication
Active Directory
Active Directory management
Ticketing system technical support
Help desk
Analytics
Stakeholder management

Full Job Description

Job Description – IT Service Desk Lead

Position Title IT Service Desk Lead

Location – Des Moines, IA

Experience - 8–10 Years

Team Size 20+ Service Desk Analysts and Senior Analysts

Job Summary

The IT Service Desk Lead is responsible for leading and managing a 24x7 global IT Service Desk operation supporting end users across multiple locations. The role is accountable for service delivery excellence, SLA compliance, team leadership, customer satisfaction, incident management, continuous service improvement, and operational governance. The Service Desk Lead acts as the primary escalation point for critical issues and drives operational efficiency through process optimization, automation, and knowledge management initiatives.

Key Responsibilities

Service Delivery & Operations

Lead daily operations of the IT Service Desk supporting enterprise users globally.
Ensure adherence to contractual SLAs, KPIs, OLAs, and customer experience targets.
Manage incident, request, problem, and major incident processes in accordance with ITIL practices.
Act as the primary escalation point for critical and high-priority incidents.
Ensure timely resolution and customer communication for service-impacting issues.
Monitor queue health, workload distribution, and workforce utilization.

Team Leadership

Manage a team of approximately 20 Service Desk professionals.
Conduct regular team huddles, coaching sessions, and performance reviews.
Drive employee engagement, motivation, and career development initiatives.
Identify skill gaps and execute training and development plans.
Manage staffing, shift planning, leave management, and resource allocation.

Customer & Stakeholder Management

Serve as the primary operational interface for customer stakeholders.
Participate in operational reviews, governance meetings, and customer escalation calls.
Build strong relationships with business users, resolver groups, and third-party vendors.
Drive customer satisfaction and continuous improvement initiatives.

Reporting & Governance

Prepare and present weekly, monthly, and quarterly service reports.
Analyze service desk performance trends and recommend improvement actions.
Conduct root cause analysis and publish improvement plans.
Track and report SLA compliance, ticket trends, productivity, and customer satisfaction metrics.

Continuous Improvement & Automation

Identify opportunities for service improvement and automation.
Enhance knowledge management processes and maintain knowledge articles.
Drive self-service adoption, shift-left initiatives, and ticket reduction strategies.
Participate in transition, transformation, and process-improvement programs.

Quality & Compliance

Ensure adherence to ITIL best practices and organizational standards.
Conduct quality audits and monitor analyst performance.
Ensure compliance with security, audit, and regulatory requirements.
Maintain documentation, SOPs, and operational runbooks.

Required Technical Skills

ServiceNow or equivalent ITSM platforms
Incident, Request, Problem, and Change Management
Microsoft 365, Windows, Active Directory, Azure AD
Remote Support Tools
Knowledge Management Platforms
Service Desk Analytics and Reporting
Call Center / Omnichannel Support Platforms
Basic understanding of EUC, Networking, Collaboration, and Infrastructure Services

Key Performance Indicators (KPIs)

SLA Achievement (%)
First Contact Resolution (FCR)
Average Speed to Answer (ASA)
Abandonment Rate
Customer Satisfaction (CSAT)
Ticket Backlog Reduction
Knowledge Article Utilization
Employee Satisfaction & Attrition Metrics
Automation and Continual Improvement Deliverables

Required Soft Skills

Strong leadership and people management
Excellent verbal and written communication
Executive-level stakeholder management
Conflict resolution and escalation management
Analytical and problem-solving skills
Ability to perform under pressure in critical situations
Continuous improvement mindset

Pay: $25.03 - $30.14 per hour

Benefits:

Dental insurance
Flexible schedule

Work Location: On the road

Quick Apply

Refine Your Search

it service manager jobs in iowa

IT Service Desk Lead

Service Desk Manager / Lead

Modern IT Service Management Manager

Technology Customer Service Manager

Service Delivery Manager

Service CCaaS Technology Delivery Lead

Intelligent Infrastructure Services Advisory Lead

Delivery Lead- Infrastructure Managed Services and IT Asset Management

Director, Services Lead - Automation & Digital Transformation

Technology Specialist and Service Relationship Manager

Associate Manager, Cloud Service Delivery Engineer

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