IT Service Desk Manager

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Job Title: IT Service Desk Manager
Type: Direct Hire
Work Eligibility: U.S. Citizen or Green Card Holders only
Location: Houston, Texas (Hybrid)

Overview:
Our client is currently seeking a skilled IT Service Desk Manager to join their team in Houston, Texas. This individual will be responsible for managing a team of three field technicians and IT specialists, develop and coach team, develop policies and procedures, perform project-based work, work hands on alongside team for escalated issues, and manage ticketing system.

Responsibilities:

• Responsible for maintaining day-to-day operations in alignment to our clients’ goals.
• Accountable for productivity and resource management.
• Meets quality of service and performance targets in the most cost-effective manner.
• Exercises relevant industry and security standards as defined by business requirements and industry standards.
• Accountable for hiring, training, motivation, and assignment of tasks.
• Identifies opportunities for improvement and develops action plans.
• Manage ticketing environment and delegate tasks by prioritization.
• Provides guidance to subordinates to resolve issues and reports to senior management.
• Broad knowledge of various functionalities within the organization.
• Provide hands on support and troubleshooting to resolve escalated issues alongside team.
• Must have effective communication skills and exercises professional judgment.
• Ensures maximum issue resolution in minimum time in order to meet service requirements.
• Keeps abreast of industry best practices and trends, as well as new technologies, and then plans and advises during projects.

Required Skills and Experience

• 2+ years of experience in a team lead, supervisor, or management position
• 5+ years of overall IT, technology, or desktop support roles
• Expertise in hardware and software troubleshooting
• Experience working in an array of tech environments supporting different hardware devices and software’s.
• Exert great customer service skills to provide users support in resolving their IT related issues and requests.
• Experience managing ticketing systems (inhouse, homegrown, or enterprise systems such as ServiceNow, FreshServices, Jira, Zendesk, etc.)
• Experience delegating tasks and managing ticket environments.
• Ability to lead, mentor, and coach other users.
• Superb communication skills, both written and verbal
• Bachelor’s degree preferred.
• Preferred Certifications:
  • Help Desk Institute (HDI) or Service Desk Institute (SDI) certification
  • ITIL Foundation certification Preferred
  • Cisco or other Network Certifications
  • Microsoft or Azure Certifications
  • CISSP, CompTIA+, or other Security Certifications

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