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Service Desk Manager Jobs in Iowa (NOW HIRING)

SDH Systems

Service Desk Manager

Des Moines, IA · On-site

$20/hr

Service Desk Queue Manager Location: Des Moines, IA Visa: OR USC Rate: $20/hr W-2 Interview Process: Online Work Schedule: Onsite Role Summary The Service Desk Queue Manager is responsible for ...

New

CPM Holdings, Inc.

Help Desk Manager

Waterloo, IA · On-site

This position oversees daily Service Desk operations, develops Help Desk personnel, manages service performance, and ensures Service Level Agreements (SLAs) are achieved. This is a full-time, on-site ...

CPM Holdings, Inc.

Help Desk Manager

Waterloo, IA · On-site

This position oversees daily Service Desk operations, develops Help Desk personnel, manages service performance, and ensures Service Level Agreements (SLAs) are achieved. This is a full-time, on-site ...

Staybridge Suites

Front Desk Manager

West Des Moines, IA

$16.75 - $21.50/hr

Prior experience in a front desk or guest services role * Strong leadership and communication skills * Exceptional customer service and problem-solving abilities * Proficiency in hotel management ...

Courtyard Bettendorf

Front Desk Manager

Bettendorf, IA · On-site

$15.25 - $19.75/hr

We are looking for a dynamic Front Desk Manager to join our team ... If you are an enthusiastic hands-on leader who has a passion for guest service, you'll be a great ...

vTech Solution

Service desk

Coralville, IA · On-site

Service Desk vTech can help you avoid the daunting task of writing and posting job offers, shifting through resumes and laboring through the lengthy interview process. Our Staffing solutions will ...

AllSTEM Connections

Service Desk Technician

Urbandale, IA · On-site

$62K - $72K/yr

... management for Internet Services company. Great benefits. Apply for this great position as a ... desk technician today! Equal Opportunity Employer / Disabled / Protected Veterans The Know Your ...

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All JobsService Desk JobsService Desk Manager JobsService Desk Manager Jobs in Iowa

Service Desk Manager information

See Iowa salary details

$34.3K

$88.8K

$147.5K

How much do service desk manager jobs pay per year?

As of Aug 13, 2026, the average yearly pay for 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 are the key skills and qualifications needed to thrive as a service desk manager?

To thrive as a Service Desk Manager, you need strong IT knowledge, experience in service management, and often a relevant degree or ITIL certification. Familiarity with ticketing systems such as ServiceNow or Jira, as well as reporting and analytics tools, is typically required. Excellent leadership, problem-solving, and communication skills set standout managers apart, enabling them to lead teams effectively and resolve conflicts. These competencies ensure efficient service delivery, high customer satisfaction, and continuous improvement in IT support environments.

What is the difference between Service Desk Manager vs Help Desk Supervisor?

AspectService Desk ManagerHelp Desk Supervisor
ResponsibilitiesOversees entire service desk operations, manages teams, develops policies, and ensures service quality.Supervises help desk staff, handles escalations, and ensures ticket resolution efficiency.
Required CredentialsTypically requires ITIL certification, relevant IT experience, and leadership skills.Often requires help desk experience, customer service skills, and basic IT certifications.
Work EnvironmentLeads a team in a corporate IT setting, focusing on strategic improvements.Manages daily help desk activities, often in a support center environment.

The main difference is that a Service Desk Manager has broader strategic and managerial responsibilities, overseeing the entire service desk operation, while a Help Desk Supervisor focuses on daily team supervision and ticket resolution. Both roles require IT knowledge and customer service skills, but the Service Desk Manager typically holds a higher level of responsibility and leadership.

How much do service desk managers make in the US?

Service Desk Managers in the US typically earn between $60,000 and $100,000 annually, depending on experience, location, and company size. They often require strong technical skills, certifications like ITIL, and leadership abilities to oversee support teams and ensure service quality.

What are the most common challenges faced by a service desk manager, and how can they be effectively addressed?

Service Desk Managers often encounter challenges such as balancing high ticket volumes, ensuring timely resolution of issues, and managing team performance under pressure. Effective strategies include implementing clear processes for ticket prioritization, regularly training staff on both technical and customer service skills, and utilizing performance metrics to identify areas for improvement. Additionally, fostering open communication and collaboration within the team helps address issues promptly and maintain a positive work environment.

What is a service desk manager?

A Service Desk Manager is a professional responsible for overseeing the daily operations of an organization’s IT service desk. They lead a team that provides technical support to users, ensuring that incidents and service requests are resolved efficiently. The Service Desk Manager also implements processes and best practices to improve customer satisfaction, manages staff performance, and coordinates with other IT departments to resolve complex issues. Their ultimate goal is to ensure smooth IT service delivery and support across the organization.
What are the most commonly searched types of Service Desk jobs in Iowa? The most popular types of Service Desk jobs in Iowa are:
What are popular job titles related to Service Desk Manager jobs in Iowa? For Service Desk Manager jobs in Iowa, the most frequently searched job titles are:
What job categories do people searching Service Desk Manager jobs in Iowa look for? The top searched job categories for Service Desk Manager jobs in Iowa are:
What cities in Iowa are hiring for Service Desk Manager jobs? Cities in Iowa with the most Service Desk Manager job openings:
Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in Iowa as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 20% Part Time, and 2% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $88,778 per year, or $42.7 per hour.

Service Desk Manager

SDH Systems

Des Moines, IA • On-site

$20/hr

Other

Posted 2 days ago

New

Job description

Job Title: Service Desk Queue Manager

Location: Des Moines, IA

Visa: OR USC

Rate: $20/hr W-2

Interview Process: Online

Work Schedule: Onsite

Job Description:

Role Summary

The Service Desk Queue Manager is responsible for overseeing the day-to-day management of incidents and service requests within ManageEngine ServiceDesk Plus (SDP). This role ensures efficient ticket flow, SLA compliance, backlog prevention, operational reporting, and coordination across support teams to maintain high-quality IT service delivery across state agencies.

Key ResponsibilitiesQueue Management & Ticket Oversight

·        Actively monitor, prioritize, and assign incoming incidents and service requests within ManageEngine ServiceDesk Plus (SDP).

·        Ensure timely triage, assignment, and workload distribution across service desk and resolver groups.

·        Identify and eliminate ticket bottlenecks to prevent backlog accumulation.

·        Track aging tickets and coordinate with support teams to drive timely resolution.

·        Enforce adherence to established SLAs, escalation procedures, and operational processes.

Operational Governance & Escalation

·        Serve as the primary operational escalation point for department liaisons, agency stakeholders, and IT leadership.

·        Facilitate Major Incident communications and ensure timely stakeholder updates.

·        Coordinate with Tier 2 and Tier 3 engineering teams to resolve complex and multi-departmental requests.

·        Align cross-functional teams during high-priority incidents, service-impacting issues, and urgent service requests.

Reporting & Analytics

·        Generate daily, weekly, and monthly operational dashboards and reports.

·        Track and report KPIs including MTTR, SLA compliance, ticket volume, ticket age, and backlog metrics.

·        Perform trend analysis and root-cause reviews to identify recurring issues and systemic IT problems.

·        Provide operational insights and recommendations to leadership for service improvement.

Process Improvement & Quality Assurance

·        Conduct continuous audits for ticket data quality, categorization, prioritization, and assignment accuracy.

·        Review and refine automated SDP routing rules, workflows, and business rules.

·        Streamline service request categories, templates, and ticket fields to improve operational throughput.

·        Drive continuous improvement initiatives to increase efficiency, transparency, and customer satisfaction.

Required Qualifications

·        4+ years of experience in IT Service Management, Service Desk Operations, IT Support, or a related operational role.

·        Hands-on experience with ITSM tools such as ManageEngine ServiceDesk Plus, ServiceNow, Remedy, or similar platforms.

·        Strong understanding of Incident Management, Service Request Fulfillment, SLA Management, Escalation Management, and Major Incident processes.

·        Experience developing operational reports, dashboards, and performance metrics.

·        Strong communication, coordination, stakeholder management, and problem-solving skills.

Preferred Qualifications

·        Experience supporting large enterprise, public sector, or government IT environments.

·        Experience with reporting and analytics tools such as Power BI, Excel dashboards, or similar tools.

·        Familiarity with queue governance, backlog remediation, service level reporting, and operational process improvement.

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