ZipRecruiter

Log In

1

Service Desk Manager Jobs in Rio Rancho, NM (NOW HIRING)

Peraton

Senior Service Desk Manager

Albuquerque, NM · On-site

$104K - $166K/yr

The Service Desk Manager leads this critical service delivery function, overseeing Tier I, II, and III support operations, ITSM platform management, and continuous service improvement for the NNSA ...

Peraton

Senior Service Desk Manager

Albuquerque, NM · On-site

The Service Desk Manager leads this critical service delivery function, overseeing Tier I, II, and III support operations, ITSM platform management, and continuous service improvement for the NNSA ...

Peraton

Senior Service Desk Manager

Albuquerque, NM

The Service Desk Manager leads this critical service delivery function, overseeing Tier I, II, and III support operations, ITSM platform management, and continuous service improvement for the NNSA ...

Crossroads Auto Group

Desk Manager

Albuquerque, NM · On-site

$120K - $240K/yr

Sales Manager - Automotive Dealership (Albuquerque, NM) Are you a proven sales leader who knows how to build winning teams and drive results? An established dealership in Albuquerque is seeking a ...

Crossroads Auto Group

Desk Manager

Albuquerque, NM

$120K - $240K/yr

Sales Manager - Automotive Dealership (Albuquerque, NM) Are you a proven sales leader who knows how to build winning teams and drive results? An established dealership in Albuquerque is seeking a ...

Crossroads Auto Group

Desk Manager

Albuquerque, NM · On-site

$120K - $240K/yr

Sales Manager - Automotive Dealership (Albuquerque, NM) Are you a proven sales leader who knows how to build winning teams and drive results? An established dealership in Albuquerque is seeking a ...

Peraton

Tier 2 Service Desk Technician

Albuquerque, NM · On-site

$66K - $106K/yr

... Desk Document troubleshooting steps, resolutions, and recommendations in the ticketing system ... device management basics Excellent communication and customer service skills PC hardware ...

Santa FE Mazda

Automotive Sales Manager

Santa Fe, NM

$80K - $200K/yr

The ideal candidate will play a pivotal role in managing the front desk operations, ensuring seamless communication between customers, sales, and service departments, and delivering exceptional ...

Santa FE Mazda

Automotive Sales Manager

Santa Fe, NM · On-site

$80K - $200K/yr

The ideal candidate will play a pivotal role in managing the front desk operations, ensuring seamless communication between customers, sales, and service departments, and delivering exceptional ...

Santa FE Mazda

Automotive Sales Manager

Santa Fe, NM · On-site

$80K - $200K/yr

The ideal candidate will play a pivotal role in managing the front desk operations, ensuring seamless communication between customers, sales, and service departments, and delivering exceptional ...

City of Albuquerque

Service Writer

Albuquerque, NM · On-site

$42K - $44K/yr

Position Summary Support the activities and operations of the shop service desk; prepare documents ... within a fleet management operation or auto/truck repair facility. ADDITIONAL REQUIREMENTS:

University of New Mexico

IT Support Tech 1

Albuquerque, NM

$20.75 - $28.50/hr

Participate in ITService Desk projects aimed at enhancing support processes and improvingservice delivery. * Support thefunctionality and administration of IT Service Management (ITSM) tools ...

University of New Mexico

IT Support Tech 1

Albuquerque, NM

$20.75 - $28.50/hr

Participate in ITService Desk projects aimed at enhancing support processes and improvingservice delivery. * Support thefunctionality and administration of IT Service Management (ITSM) tools ...

next page

Showing results 1-20

All JobsService Desk JobsService Desk Manager JobsService Desk Manager Jobs in Rio Rancho, NM

Service Desk Manager information

See Rio Rancho, NM salary details

$32.9K

$85.2K

$141.6K

How much do service desk manager jobs pay per year?

As of Aug 11, 2026, the average yearly pay for service desk manager in Rio Rancho, NM is $85,246.00, according to ZipRecruiter salary data. Most workers in this role earn between $64,000.00 and $101,500.00 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 job categories do people searching Service Desk Manager jobs in Rio Rancho, NM look for? The top searched job categories for Service Desk Manager jobs in Rio Rancho, NM are:
What cities near Rio Rancho, NM are hiring for Service Desk Manager jobs? Cities near Rio Rancho, NM with the most Service Desk Manager job openings:
Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in Rio Rancho, NM as of August 2026, with employment types broken down into 1% As Needed, 76% Full Time, 19% Part Time, and 4% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $85,246 per year, or $41 per hour.

Senior Service Desk Manager

Peraton

Albuquerque, NM • On-site

$104K - $166K/yr

Full-time

Re-posted 10 days ago

Peraton rating

8.3

Company rating: 8.3 out of 10

Based on 56 frontline employees who took The Breakroom Quiz

50th of 223 rated it services

Job description

Responsibilities
Peraton is seeking an experienced Service Desk Manager to join our team of qualified and diverse individuals.
Peraton supports the NNSA Office of Secure Transportation (OST), which is responsible for the safe and secure transport of nuclear weapons, components, and special nuclear materials across the United States. OST operates a fleet of specially equipped vehicles and employs Federal Agents and technical staff under strict security protocols. The Service Desk Manager leads this critical service delivery function, overseeing Tier I, II, and III support operations, ITSM platform management, and continuous service improvement for the NNSA OST user community. This role is central to ensuring mission continuity and end-user productivity across OST's operationally sensitive environment.
Location: Onsite in Albuquerque, NM (primary location), with travel to field locations as required.
Day to Day Roles and Responsibilities:
  • Serve as the senior leader for all IT service desk operations under Task 2 of the NNSA OST IT Support PWS
  • Lead, motivate, and mentor a team of Tier I and II service desk professionals, fostering a collaborative and high-performance team culture
  • Manage the day-to-day resolution of service desk tickets, incidents, and requests in compliance with contractually defined SLAs
  • Perform and oversee Tier III problem resolution, walking NNSA OST end-users through advanced troubleshooting steps and classifying issues by level, priority, and nature
  • Track, analyze, and report KPIs and SLA performance metrics to program management and government stakeholders; identify and implement areas for continuous improvement
  • Administer and optimize the ServiceNow ITSM platform including incident, request, change, and knowledge management modules
  • Collaborate with internal stakeholders and business units across NNSA OST locations to align IT support with operational goals and mission requirements
  • Ensure a high standard of customer service is maintained, addressing escalated issues and serving as the final escalation point for complex or sensitive support cases involving NNSA OST end-users
  • Identify opportunities for process improvement and implement streamlined workflows to optimize service desk efficiency and effectiveness
  • Conduct regular training sessions and provide ongoing coaching to service desk staff to enhance technical skills and customer service capabilities
  • Stay current with industry best practices and emerging technologies to continuously enhance service desk capabilities
  • Coordinate with the Network Operations Team Lead and Server Operations Team Lead to restore services and resolve root-cause issues affecting NNSA OST end-users
  • Provide advanced technical advice and guidance on installation, configuration, and enhancement of IT products and programs used by NNSA OST personnel
  • Prepare and present service desk performance reports, trend analyses, and improvement recommendations to program management and government stakeholders

Qualifications
Basic Qualifications:
  • High School diploma and 12 years of experience, may have supervisory or management experience
  • Must be a U.S. Citizen
  • Must have the ability to obtain/maintain a DOE Q Clearance (equivalent to a Top Secret clearance) and be eligible for access to Sensitive Compartmented Information (SCI) and Special Access Programs (SAP).
  • Minimum of 10 years of progressive IT experience, with at least 3 years in a service desk management or IT operations leadership role
  • Experience managing enterprise Service Desk operations using ServiceNow or an equivalent ITSM platform.
  • Experience leading Tier I and Tier II service desk teams, including escalation management across Tier I, II, and III support.
  • Experience supporting enterprise end user computing environments, including Windows workstations, hardware, software, peripherals, and basic network connectivity.
  • Experience implementing automation, AI enabled service desk capabilities, or intelligent ITSM solutions to improve ticket routing, resolution, and operational efficiency.
  • Experience managing SLA performance, reporting metrics, and service delivery in mission critical environments.
  • Experience supporting secure federal environments and familiarity with FISMA, NIST SP 800-53, and related cybersecurity requirements.
  • Demonstrated leadership experience managing, mentoring, and developing technical support personnel.

Certifications (Required):
  • ITIL v4 Foundation certification required

Preferred Qualifications:
  • Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
  • Proven experience managing IT Service Desk teams and end-user support functions in a federal government or DoD/DOE environment preferred
  • Active DOE Q Clearance (equivalent to DoD Top Secret)
  • Experience managing Service Desk operations supporting 500+ end users across multiple geographic locations.
  • Experience leading teams of 5 or more Tier I and Tier II Service Desk technicians.
  • Experience supporting federal IT contracts valued at $10M or greater.
  • Experience leading major technology refreshes, ITSM platform migrations, or organizational transformation initiatives.
  • Experience implementing AI driven chatbots, virtual agents, automated ticket classification, or ServiceNow AI capabilities.
  • Experience with ServiceNow administration, workflow development, reporting, dashboards, and performance analytics.

Peraton Overview
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.
Target Salary Range
$104,000 - $166,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
EEO
EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

What Peraton employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

Peraton logo

About Peraton

Sourced by ZipRecruiter

At Peraton, we re at the forefront of delivering the next big thing every day. We re the partner of choice to help solve some of the world s most daunting challenges, delivering bold, new solutions to keep people around the world safer and more secure.

Industry

It services

Company size

10,000+ Employees

Headquarters location

Herndon, VA, US

Year founded

2017

View All Peraton Jobs

Apply