Information Technology Service Desk Manager

We are currently seeking a Information Technology Service Desk Manager to work on-site at our offices in Addison TX.

PLEASE NOTE THIS IS A PERMANENT POSITION. THE SUCCESSFUL APPLICANT MUST BE A US CITIZEN OR GREEN CARD HOLDER AS WE CANNOT PROVIDE ANY VISA SUPPORT. NO C2C or C2H OFFERED

Job description:

The IT Service Desk Manager is responsible for overseeing and managing the daily operations of the IT Service Desk to ensure the highest levels of service and support for end-users. This role involves leading a team of IT professionals, ensuring timely resolution of technical issues, and maintaining high standards of customer service. The IT Service Desk Manager will play a crucial role in streamlining IT processes, managing incident and problem resolution, and driving continuous improvement within the service desk.

Key Responsibilities:

Leadership & Team Management:

• Lead, manage, and mentor the IT Service Desk team, including hiring, training, and conducting performance evaluations.

• Set clear performance goals and service level agreements (SLAs) for the team, ensuring that these targets are met or exceeded.

• Foster a collaborative and supportive team environment that promotes growth and development.

Service Desk Operations:

• Oversee the daily operations of the IT Service Desk, ensuring efficient and effective handling of incidents, requests, and escalations.

• Implement and maintain ITIL-based processes for incident and problem management.

• Ensure proper documentation of all support activities in the IT Service Management (ITSM) system, ensuring accuracy and completeness.

Customer Service & Communication:

• Act as the primary escalation point for complex technical issues, providing hands-on assistance when necessary.

• Ensure the service desk delivers high-quality, customer-focused support that meets or exceeds user expectations.

• Regularly communicate with end-users and IT leadership, providing updates on service desk performance and initiatives.

Process Improvement & Strategy:

• Identify and implement continuous improvement initiatives to enhance service desk efficiency and effectiveness.

• Develop, document, and enforce policies and procedures to ensure consistent service delivery.

• Collaborate with other IT teams to drive proactive support strategies and optimize overall IT service delivery.

Reporting & Analytics:

• Generate regular reports on service desk performance, including incident trends, SLA compliance, and customer satisfaction metrics.

• Analyze data to identify areas for improvement and provide actionable insights to IT leadership.

Technology Management:

• Oversee the selection, implementation, and maintenance of service desk tools and technologies, ensuring they meet the needs of the organization.

• Ensure the IT Service Desk is equipped with the necessary resources to perform their duties effectively.

Budget & Vendor Management:

• Assist in the development and management of the service desk budget, ensuring cost-effective service delivery.

• Manage relationships with third-party vendors, ensuring high-quality services and timely resolution of issues.

Skill Set and Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

• 5+ years of experience in IT support or service desk roles, with at least 2 years in a leadership or management position.

• Strong understanding of ITIL processes and best practices; ITIL certification is highly preferred.

• Experience with IT Service Management (ITSM) tools such as ServiceNow, Jira Service Desk, or similar platforms.

• Excellent leadership and team management skills, with a proven track record of developing and mentoring staff.

• Strong problem-solving skills, with the ability to manage complex technical issues and high pressure situations.

• Excellent communication skills, both written and verbal, with the ability to interact effectively with technical and non-technical stakeholders.

Relevant Certifications:

• ITIL

• Microsoft Certified Professional (MCP)

• CompTIA – A+, Server+ Net+, or Security+

• Apple Certified Support Professional (ACSP)

• Microsoft 365 Certified – Modern Desktop Support Associate

• Microsoft 365 certified – Fundamentals

• MTA

This role is based on-site in our Reece Offices in Addison Texas.

Good salary and benefits provided.

If interested please provide up to date resume with contact details.

BR

Phil Cox