IT Service Desk Manager

SUMMARY: A prominent organization in Houston is seeking a skilled IT Service Desk Manager to lead and manage the daily operations of its IT Service Desk. This role will oversee IT support analysts, ensure alignment with the organization's IT Service Management (ITSM) framework, and ensure exceptional customer service. The ideal candidate will work closely with various departments to ensure seamless IT support that meets the business's objectives.

Key Responsibilities:

• Lead the daily operations of the IT Service Desk, ensuring timely resolution of service requests and incidents.
• Manage the processes for incident, problem, change, and release management to minimize business disruptions.
• Define and track Service Level Agreements (SLAs) and performance metrics, focusing on response times, resolution times, and customer satisfaction.
• Implement and maintain IT service management practices based on industry standards such as ITIL and ITSM.
• Develop and execute an IT service delivery strategy that aligns with the organization’s long-term goals.
• Ensure the IT Service Desk team is well-trained and equipped to deliver excellent customer service.
• Foster strong relationships with key stakeholders to understand their needs and proactively address service-related concerns.
• Collaborate with other IT departments to resolve complex technical issues and ensure alignment with organizational goals.
• Provide direct IT support for VIP users, including the CEO, President, and other key executives.
• Support additional IT projects and tasks as assigned by the Director of IT Infrastructure.
• The position requires regular on-site interactions with other team members; telecommuting is not an option.
  
  

Qualifications:

Education:

• Bachelor’s degree from an accredited institution is preferred.
• High School Diploma is required.
  
  

Experience:

• Minimum 3 years of experience leading or managing Service Desk, Help Desk, or IT Support teams.
• Industry certifications such as ITIL, CompTIA A , or equivalent are preferred.
• Proven experience implementing and managing ITSM solutions (ServiceNow experience is a plus).
• Proficiency with Microsoft products, including MS365 and Office 365, and Adobe products.
  
  

This position offers a unique opportunity to manage IT service operations in a dynamic environment, contributing to the organization's success through innovative IT solutions.