IT Service Desk Manager

The IT Service Desk Manager is responsible for providing incomparable vision and leadership to a team of technology professionals who are responsible for providing end-user support to multiple customers.

This position is responsible for leading and overseeing all components of the IT Service Desk. It requires strong problem-solving and analytical skills and must ensure both operational stability and end-user satisfaction. Effective communication is a must as the IT Service Desk Manager will be required to interact with all areas of leadership to further refine, optimize, and transform the IT Service Desk’s ongoing services. The IT Service Desk Manager must strive to create a positive work environment, provide mentorship to team members and team leaders, and actively work to create strong business, customer, and employee relations. This position is based in our Plano, TX corporate office.

PRIMARY DUTIES

• Manage all operational and daily activities of assigned resources to ensure customers receive effective and timely resolution of all issues in compliance with the Service Level Agreement requirements defined in the contract(s) and based on established company objectives. 

• Oversee daily volume of tickets generated from each customer; help prioritize contacts across all customers to ensure timely resolution of issues with the highest impact on customers. 

• Responsible for developing and documenting processes and procedures, particularly in an SLA-driven environment. 

• Participate in resource management meetings to identify resource requirements across the department and to ensure optimal productivity levels are achieved by all technical resources. 

• Define internal IT Service Desk performance indicators for quality assurance in support of customer-facing performance indicators and present them to management. 

• Establish Continual Service Improvement activities, aligned with business objectives, to ensure incremental improvements in operations. 

• Proactively manage communications pertaining to technical support, operations, changes, outages, and issues in a timely, professional manner. 

• Regularly communicate service performance levels to key stakeholders, including Executives, Customer Executives, and Operations Leaders. 

• Serve as the key point of contact for all matters related to the IT Service Desk, including implementation of IT Service Desk strategy and initiatives, customer and/or account team escalations, IT Service Desk reporting, IT Service Desk productivity, and IT Service Desk hours of coverage. 

• Lead and oversee new customer transition activities, ensuring IT Service Desk requirements for support are gathered, documented, and implemented. 

• Lead, supervise and mentor Team Leads, assigning duties and preparing and delivering performance reviews. 

• Manage resources, including sourcing for, hiring, developing, and retaining high-performing staff. 

• Manage resources to achieve objectives and satisfy customer requirements; promote a cooperative and harmonious working climate conducive to maximum employee morale, productivity, and efficiency/effectiveness. 

• Responsible for all Human Resource activities relating to the IT Service Desk. 

• Provide direction in complex problem-solving situations and participate in direct interaction with technical resources when required. 

• Maintain knowledge of industry trends and future innovations to make proactive recommendations on service enhancements. 

• Ensures and drives an engaged culture. 

• Excellent verbal and written communication skills. 

• Excellent customer service skills. 
  

QUALIFICATIONS & REQUIRED SKILLS

• ITIL Foundation or higher certification preferred 

• Minimum of 3-4 years of service delivery experience in combination with 3 or more years of managing personnel

• Experience managing a geographically dispersed, remote workforce with a minimum of 1 year in an outsourcing setting preferred 

EDUCATION & CERTIFICATIONS

• Bachelor’s degree, preferably in related field 

• ITIL Foundation or higher certification preferred 

• ITIL training and/or experience 

POSITION LOCATION & WORK SHIFT REQUIREMENTS

• Plano, TX (Corporate Office - Hybrid) 

• Must be flexible to work various shifts and be open to daytime, evenings, weekends, or holidays