Service Desk Manager
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Title: Service Desk Manager
Location: The Woodlands, TX (Onsite daily in 77380)
Duration: Contract-to-Hire
Work Requirements: , Holders or Authorized to Work in the US
Overview:
We are seeking an experienced and motivated IT Technical Service Delivery Manager (Service Desk Manager) to oversee the delivery of IT services, including the management of service desk operations and desktop support. The ideal candidate will have a strong technical background, combined with the ability to manage and lead teams, ensure high-quality service delivery, and manage IT projects effectively. This role will involve both hands-on technical work and leadership responsibilities, with a focus on improving service desk efficiency, desktop support quality, and overall IT service delivery.
Key Responsibilities:
Qualifications:
Desirable Qualities:
Our benefits package includes:
About INSPYR Solutions:
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.
Location: The Woodlands, TX (Onsite daily in 77380)
Duration: Contract-to-Hire
Work Requirements: , Holders or Authorized to Work in the US
Key Points:
- Experience managing a team of Service Desk and Desktop Support professionals is a requirement
- Experience with ServiceNow is a requirement
- This position is onsite daily in The Woodlands, TX
Overview:
We are seeking an experienced and motivated IT Technical Service Delivery Manager (Service Desk Manager) to oversee the delivery of IT services, including the management of service desk operations and desktop support. The ideal candidate will have a strong technical background, combined with the ability to manage and lead teams, ensure high-quality service delivery, and manage IT projects effectively. This role will involve both hands-on technical work and leadership responsibilities, with a focus on improving service desk efficiency, desktop support quality, and overall IT service delivery.
Key Responsibilities:
- Service Desk Management:
- Oversee the day-to-day operations of the service desk, ensuring timely and effective resolution of IT issues and requests.
- Manage a team of service desk analysts, providing guidance, support, and coaching to ensure high levels of customer satisfaction.
- Establish and maintain service level agreements (SLAs) and KPIs for the service desk team.
- Identify and implement improvements to service desk processes, workflows, and customer interactions.
- Monitor ticket queues, prioritizing and escalating issues as necessary.
- Ensure accurate documentation of issues, resolutions, and system changes.
- Desktop Support Management:
- Lead and oversee desktop support operations, including troubleshooting hardware and software issues for end-users.
- Manage the deployment, configuration, and maintenance of desktop systems, laptops, and peripherals.
- Coordinate with vendors and third-party service providers for hardware, software, and warranty support.
- Ensure the timely rollout of software updates, patches, and security measures across all desktop systems.
- Project Management:
- Lead IT projects related to service delivery, desktop support, and service desk improvements, from initiation through to completion.
- Coordinate with cross-functional teams to ensure projects are completed on time, within scope, and within budget.
- Track project progress, identify risks, and provide solutions to ensure project success.
- Manage resource allocation and project timelines to achieve business objectives.
- Team Leadership and Development:
- Lead, mentor, and develop a team of IT service desk and desktop support professionals.
- Conduct performance reviews, provide constructive feedback, and facilitate team development.
- Foster a positive work environment that encourages collaboration, accountability, and continuous improvement.
- Ensure team members are trained on the latest technologies, IT procedures, and customer service practices.
- Technical Expertise:
- Provide hands-on technical support and troubleshooting assistance for complex hardware, software, and network issues.
- Stay up-to-date with the latest technology trends and apply them to improve service delivery and support operations.
- Participate in root cause analysis for recurring technical issues, and develop solutions to prevent future incidents.
- Customer Service Focus:
- Maintain high standards of customer service, ensuring that issues are resolved efficiently and in a professional manner.
- Act as an escalation point for critical or complex customer service issues.
- Collaborate with other IT teams to ensure seamless service delivery and address any service gaps.
Qualifications:
- Education and Experience:
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Minimum of 5 years of experience in IT service delivery, with at least 2 years in a leadership or managerial role.
- Proven experience in managing IT service desks, desktop support teams, and IT infrastructure projects.
- Strong knowledge of ITIL (Information Technology Infrastructure Library) practices, especially in service desk and desktop support operations.
- Technical Skills:
- Proficiency in desktop operating systems (Windows, macOS, etc.) and hardware troubleshooting.
- Must be well versed in Microsoft ecosystem.
- Knowledge of networking, system administration, and enterprise software applications.
- Experience with ticketing systems (e.g., ServiceNow) and remote support tools.
- Familiarity with cloud technologies, endpoint management solutions, and security practices.
- Project Management Skills:
- Strong project management skills with experience managing IT projects from start to finish.
- Experience using project management tools.
- Ability to prioritize and manage multiple projects simultaneously while maintaining attention to detail.
- Leadership and Communication Skills:
- Strong leadership and team management skills, with the ability to motivate and guide a diverse team.
- Excellent verbal and written communication skills, with the ability to communicate technical information to non-technical stakeholders.
- Ability to handle conflict, resolve issues, and build positive working relationships with team members and stakeholders.
- Customer-focused with a strong ability to manage customer expectations and improve service satisfaction.
Desirable Qualities:
- IT certifications such as ITIL v3/v4, CompTIA A+, Microsoft Certified: Windows Server, or similar.
- Experience with remote desktop support tools and knowledge of end-user computing platforms.
- Familiarity with IT security protocols, data protection, and compliance standards.
- Ability to adapt to rapidly changing environments and manage continuous service improvement initiatives.
Our benefits package includes:
- Comprehensive medical benefits
- Competitive pay, 401(k)
- Retirement plan
- and much more!
About INSPYR Solutions:
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.
INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job Title: Service Desk Manager
Location: The Woodlands, TX (Onsite daily in 77380)
Duration: Contract-to-Hire
Work Requirements: , Holders or Authorized to Work in the US
Overview:
We are seeking an experienced and motivated IT Technical Service Delivery Manager (Service Desk Manager) to oversee the delivery of IT services, including the management of service desk operations and desktop support. The ideal candidate will have a strong technical background, combined with the ability to manage and lead teams, ensure high-quality service delivery, and manage IT projects effectively. This role will involve both hands-on technical work and leadership responsibilities, with a focus on improving service desk efficiency, desktop support quality, and overall IT service delivery.
Key Responsibilities:
Qualifications:
Desirable Qualities:
Our benefits package includes:
About INSPYR Solutions:
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.
Location: The Woodlands, TX (Onsite daily in 77380)
Duration: Contract-to-Hire
Work Requirements: , Holders or Authorized to Work in the US
Key Points:
- Experience managing a team of Service Desk and Desktop Support professionals is a requirement
- Experience with ServiceNow is a requirement
- This position is onsite daily in The Woodlands, TX
Overview:
We are seeking an experienced and motivated IT Technical Service Delivery Manager (Service Desk Manager) to oversee the delivery of IT services, including the management of service desk operations and desktop support. The ideal candidate will have a strong technical background, combined with the ability to manage and lead teams, ensure high-quality service delivery, and manage IT projects effectively. This role will involve both hands-on technical work and leadership responsibilities, with a focus on improving service desk efficiency, desktop support quality, and overall IT service delivery.
Key Responsibilities:
- Service Desk Management:
- Oversee the day-to-day operations of the service desk, ensuring timely and effective resolution of IT issues and requests.
- Manage a team of service desk analysts, providing guidance, support, and coaching to ensure high levels of customer satisfaction.
- Establish and maintain service level agreements (SLAs) and KPIs for the service desk team.
- Identify and implement improvements to service desk processes, workflows, and customer interactions.
- Monitor ticket queues, prioritizing and escalating issues as necessary.
- Ensure accurate documentation of issues, resolutions, and system changes.
- Desktop Support Management:
- Lead and oversee desktop support operations, including troubleshooting hardware and software issues for end-users.
- Manage the deployment, configuration, and maintenance of desktop systems, laptops, and peripherals.
- Coordinate with vendors and third-party service providers for hardware, software, and warranty support.
- Ensure the timely rollout of software updates, patches, and security measures across all desktop systems.
- Project Management:
- Lead IT projects related to service delivery, desktop support, and service desk improvements, from initiation through to completion.
- Coordinate with cross-functional teams to ensure projects are completed on time, within scope, and within budget.
- Track project progress, identify risks, and provide solutions to ensure project success.
- Manage resource allocation and project timelines to achieve business objectives.
- Team Leadership and Development:
- Lead, mentor, and develop a team of IT service desk and desktop support professionals.
- Conduct performance reviews, provide constructive feedback, and facilitate team development.
- Foster a positive work environment that encourages collaboration, accountability, and continuous improvement.
- Ensure team members are trained on the latest technologies, IT procedures, and customer service practices.
- Technical Expertise:
- Provide hands-on technical support and troubleshooting assistance for complex hardware, software, and network issues.
- Stay up-to-date with the latest technology trends and apply them to improve service delivery and support operations.
- Participate in root cause analysis for recurring technical issues, and develop solutions to prevent future incidents.
- Customer Service Focus:
- Maintain high standards of customer service, ensuring that issues are resolved efficiently and in a professional manner.
- Act as an escalation point for critical or complex customer service issues.
- Collaborate with other IT teams to ensure seamless service delivery and address any service gaps.
Qualifications:
- Education and Experience:
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Minimum of 5 years of experience in IT service delivery, with at least 2 years in a leadership or managerial role.
- Proven experience in managing IT service desks, desktop support teams, and IT infrastructure projects.
- Strong knowledge of ITIL (Information Technology Infrastructure Library) practices, especially in service desk and desktop support operations.
- Technical Skills:
- Proficiency in desktop operating systems (Windows, macOS, etc.) and hardware troubleshooting.
- Must be well versed in Microsoft ecosystem.
- Knowledge of networking, system administration, and enterprise software applications.
- Experience with ticketing systems (e.g., ServiceNow) and remote support tools.
- Familiarity with cloud technologies, endpoint management solutions, and security practices.
- Project Management Skills:
- Strong project management skills with experience managing IT projects from start to finish.
- Experience using project management tools.
- Ability to prioritize and manage multiple projects simultaneously while maintaining attention to detail.
- Leadership and Communication Skills:
- Strong leadership and team management skills, with the ability to motivate and guide a diverse team.
- Excellent verbal and written communication skills, with the ability to communicate technical information to non-technical stakeholders.
- Ability to handle conflict, resolve issues, and build positive working relationships with team members and stakeholders.
- Customer-focused with a strong ability to manage customer expectations and improve service satisfaction.
Desirable Qualities:
- IT certifications such as ITIL v3/v4, CompTIA A+, Microsoft Certified: Windows Server, or similar.
- Experience with remote desktop support tools and knowledge of end-user computing platforms.
- Familiarity with IT security protocols, data protection, and compliance standards.
- Ability to adapt to rapidly changing environments and manage continuous service improvement initiatives.
Our benefits package includes:
- Comprehensive medical benefits
- Competitive pay, 401(k)
- Retirement plan
- and much more!
About INSPYR Solutions:
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.
INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job