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It Service Desk Manager Jobs in Iowa (NOW HIRING)

Info Way Solutions

IT Service Desk Lead

Des Moines, IA · On-site

IT Service Desk Lead Position Title IT Service Desk Lead Location Des Moines, IA Experience - 8 10 ... Manage a team of approximately 20 Service Desk professionals. * Conduct regular team huddles ...

CPM Holdings, Inc.

Help Desk Manager

Waterloo, IA · On-site

ExemptPosition SummaryThe IT Help Desk Manager leads CPM's global IT Help Desk organization, ensuring exceptional customer service, operational excellence, and continuous improvement of IT support ...

CPM Holdings, Inc.

Help Desk Manager

Waterloo, IA · On-site

Exempt Position Summary The IT Help Desk Manager leads CPM's global IT Help Desk organization, ensuring exceptional customer service, operational excellence, and continuous improvement of IT support ...

CPM Holdings, Inc

Help Desk Manager

Waterloo, IA · On-site

$80 - $100/hr

Exempt Position Summary The IT Help Desk Manager leads CPM's global IT Help Desk organization, ensuring exceptional customer service, operational excellence, and continuous improvement of IT support ...

Cognizant

Service Desk Manager / Lead

Des Moines, IA · On-site

$90 - $130/hr

- IT Service Desk Lead/Manager 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 ...

New

Landus

IT Support Technician - Level 1

Des Moines, IA

$21 - $28.75/hr

This role ensures a seamless IT experience by managing escalated Service Desk calls, troubleshooting issues, and maintaining IT systems. The technician will provide hands-on support, diagnose ...

Landus

IT Support Technician - Level 1

Des Moines, IA · On-site

$21 - $28.75/hr

This role ensures a seamless IT experience by managing escalated Service Desk calls, troubleshooting issues, and maintaining IT systems. The technician will provide hands-on support, diagnose ...

Ask IT consulting

Help Desk Support

Des Moines, IA · On-site

$19.50 - $26.25/hr

Company Description Ask IT Consulting Inc. visualizes itself as a leader in IT services and ... The Help Desk Support (HDS) resource provides technical assistance support over the phone and ...

Stellar Industries

IT Director

Garner, IA · On-site

The Director of IT - Infrastructure & Operations (I&O) provides strategic and operational ... Service Desk Leadership, Manufacturing Operations Support, Incident & Problem Management ...

Stellar Industries Inc

IT Director

Garner, IA · On-site

The Director of IT - Infrastructure & Operations (I&O) provides strategic and operational ... Service Desk Leadership, Manufacturing Operations Support, Incident & Problem Management ...

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All JobsIt Service Desk JobsIt Service Desk Manager JobsIt Service Desk Manager Jobs in Iowa

It Service Desk Manager information

See Iowa salary details

$34.3K

$88.8K

$147.5K

How much do it service desk manager jobs pay per year?

As of Sep 4, 2026, the average yearly pay for it service desk manager in Iowa is $88,778.00, according to ZipRecruiter salary data. Most workers in this role earn between $66,700.00 and $105,700.00 per year, depending on experience, location, and employer.

What does an IT Service Desk Manager do?

An IT Service Desk Manager oversees the daily operations of an organization's IT service desk team. They are responsible for ensuring that user issues and requests are addressed promptly and effectively, managing support staff, implementing service improvements, and maintaining high levels of customer satisfaction. Additionally, they monitor performance metrics, develop support processes, and coordinate with other IT departments to resolve technical problems efficiently. Their goal is to ensure seamless IT support and contribute to overall business productivity.

What are the key skills and qualifications needed to thrive as an IT Service Desk Manager, and why are they important?

To thrive as an IT Service Desk Manager, you need expertise in IT support processes, incident management, and a solid understanding of ITIL frameworks, often backed by a relevant bachelor’s degree and ITIL certification. Familiarity with ticketing systems like ServiceNow or Jira, remote support tools, and reporting platforms is typically required. Exceptional leadership, problem-solving, and communication skills help you manage teams and coordinate effectively with both technical staff and end users. These skills and qualities are crucial for optimizing service delivery, ensuring high user satisfaction, and driving continuous improvement in IT support environments.

What are some common challenges faced by IT Service Desk Managers, and how can they be addressed?

IT Service Desk Managers often encounter challenges such as managing high ticket volumes, ensuring consistent service quality across the team, and staying updated with rapidly evolving technology. Addressing these challenges involves implementing robust ticketing systems, setting clear performance metrics, and providing ongoing training for staff. Additionally, fostering open communication and collaboration with other IT departments helps ensure that issues are resolved efficiently and service expectations are met.

What is the difference between It Service Desk Manager vs It Support Specialist?

AspectIt Service Desk ManagerIt Support Specialist
CertificationsITIL, HDI, CompTIA A+CompTIA A+, HDI, Microsoft Certified
Work EnvironmentTeam leadership, strategic planning, overseeing support teamsProviding technical support, troubleshooting, user assistance
Employer & Industry UsageIT departments across industries, corporate environmentsHelp desks, technical support centers, internal IT teams

The main difference is that an It Service Desk Manager oversees support teams and manages service delivery, while an It Support Specialist focuses on providing direct technical assistance to users. The manager handles strategic planning and team coordination, whereas the specialist handles day-to-day troubleshooting and user support.

What are the most commonly searched types of It Service Desk jobs in Iowa?

The most popular types of It Service Desk jobs in Iowa are:

What job categories do people searching It Service Desk Manager jobs in Iowa look for?

The top searched job categories for It Service Desk Manager jobs in Iowa are:

It Service Desk Manager jobs near you
Infographic showing various It Service Desk Manager job openings in Iowa as of August 2026, with employment types broken down into 1% As Needed, 76% Full Time, 21% Part Time, and 2% Contract. Highlights an 89% Physical, 1% Hybrid, and 10% Remote job distribution, with an average salary of $88,778 per year, or $42.7 per hour.

IT Service Desk Lead

Info Way Solutions

Des Moines, IA • On-site

Other

Re-posted 2 days ago

Key responsibilities

  • Lead daily operations of the IT Service Desk supporting enterprise users globally.

  • Manage incident, request, problem, and major incident processes in accordance with ITIL practices.

  • Manage a team of approximately 20 Service Desk professionals, including coaching, performance reviews, and resource allocation.

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

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