Manager, Service Desk

NORTH TEXAS TOLLWAY AUTHORITY

Summary

The IT Service Desk Manager leads and manages the IT service desk team to deliver exceptional technical support, ensuring efficiency, customer satisfaction, and continuous improvement. This position is pivotal in ensuring that IT services are delivered effectively, and end-users receive the technical support they need. In addition, the Service Desk Manager is expected to foster a positive work culture, recognize accomplishments, and promote work-life balance.

• Retention Bonus: $1500***
• Starting Pay: $107,236/month***
  
  

Responsibilities

• Supervise and lead the service desk team including hiring, training, coaching, and performance evaluations.
• Set team goals, monitor progress and create a collaborative work environment.
• Maintain Service Desk team schedules including after-hours support and on-call rotation.
• Develop policies and procedures to ensure consistent end-user support and quality of service delivery.
• Manage the ticketing system (ServiceNow) for efficient support request handling.
• Develop and implement onboarding and offboarding procedures.
• Maintain IT asset inventory and coordinate procurement as well as disposal.
• Continuously evaluate and improve service desk processes.
• Participate in Software Lifecycle Management by monitoring software license usage.
• Ensure the knowledge base is updated with documentation for common issues, requests, and tasks.
• Ensure effective communication with end-users regarding their requests.
• Act as an escalation point to promptly address incidents and requests.
• Generate and analyze performance metrics to identify areas for improvement.
• Manage relationships with vendors and other third parties.
• Communicate regularly with key stakeholders from various business units
• Communicate regularly with department management and other IT teams, as well as other departments across the organization.
  
  

Qualifications

Minimum:

• Bachelor's degree in information technology, computer science, or a related field, or equivalent work experience and certifications in lieu of a degree.
• 5 years of experience with leading/managing IT Projects.
• 10 years in a managerial role with at least 5 years specifically managing an IT Service Desk.
• Excellent communication and interpersonal skills as well as a strong customer service orientation.
• Proven track record of team development and process improvement.
• Demonstrated experience with using the ServiceNow platform to manage, analyze, and improve Service Desk operations.
• In-depth knowledge/understanding of IT service delivery best practices.
• Strong analytical skills along with proficiency in Microsoft Excel.
  
  

Preferred

• ITIL certification.
  
  

About NTTA: NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized and engaged team focused on achieving Excellence and we are looking for talented individuals to join us.

Our mission: We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.

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NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.