Service Desk Manager

Ledgent Technology's client is actively seeking an experienced Service Desk Manager to lead their IT Service Desk teams across Texas, including major metro areas like Houston. This role requires a proactive and strategic leader to ensure the seamless operation of IT support services, enhancing customer satisfaction and team performance.

• Manage internal IT Service Desk teams in Houston and other major metro areas.
• Oversee day-to-day operations of the service desk to ensure efficient and effective support services.
• Develop and implement strategies to improve service desk processes and enhance customer experience.
• Provide leadership, coaching, and professional development for service desk staff.
• Collaborate with other IT departments to ensure alignment and support for technology initiatives.
• Monitor and report on key performance indicators, ensuring service levels meet or exceed expectations.
• Facilitate communication between service desk teams and other stakeholders within the organization.
• Handle escalated customer issues with professionalism and a commitment to resolution.
• Plan and execute projects related to service desk improvements and technology upgrades.
  
  

• Proven experience in managing IT service desk operations and teams.
• Strong leadership skills with the ability to motivate and guide team members.
• Excellent communication and interpersonal skills.
• Ability to develop and implement strategies for process improvement.
• Experience with performance monitoring and reporting tools.
• Problem-solving skills with a focus on customer satisfaction.
• Familiarity with IT service management frameworks and best practices.
• Ability to travel approximately 10% of the time.
  
  

Standard work hours are required, with the flexibility to accommodate business needs.

The role offers competitive benefits, which will be discussed with qualified candidates.

This position is a supervisory role, offering a salary range from $120,000 to $130,000 per year.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.