IT Service Desk Manager
On-site · Houston, Texas, United States
Job Summary
IT Service Desk Manager to lead day-to-day IT Helpdesk operations, manage a six-member team, oversee incident management, request fulfillment, and problem management, and own asset lifecycle for end-user technology. Drive customer communications, service levels, knowledge management, and continual service improvement while partnering with infrastructure, cybersecurity, enterprise applications, and vendors to restore service quickly and reduce repeat incidents. Role reports to the Enterprise Systems and Services Manager and requires strong leadership, ITIL/ITSM proficiency, Windows/M365 expertise, asset-management experience, and excellent communication.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or equivalent experience
- 5+ years of progressive experience in IT end-user support/service desk operations, including experience leading or supervising a support team
- Hands-on experience with ITSM processes (incident, request, problem) and service desk ticketing tools; experience operating to SLAs/OLAs and reporting performance metrics
- Strong customer service mindset and ability to translate technical issues into business language
- Proven people leadership skills and ability to coach and train team
- Working knowledge of ITIL/ITSM practices (incident management, request fulfillment, problem management, escalation management, knowledge management)
- Strong troubleshooting and triage skills across Windows, Microsoft 365, identity/access basics, printing, mobile devices, and collaboration tools
- Ability to manage competing priorities in a high-volume environment with attention to ticket quality and documentation
- Experience with metrics and operational reporting (ticket trends, backlog, SLA attainment, customer satisfaction) and driving continuous improvement
- Strong collaboration skills with resolver teams, vendors, and stakeholders
- Effective written and verbal communication skills and ability to train non-technical audiences
- Experience managing end-user technology lifecycle and IT asset practices (endpoints, mobile devices, printers), including inventory, standard configurations, refresh cycles, and secure retirement/disposal
- High integrity and attention to detail especially with access requests and security/compliance requirements
- ITIL Foundation, HDI Support Center Manager, or similar certifications are a plus
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