IT Service Desk Manager

Gravity IT Resources

Apply Now

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

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.


  • 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

Apply Now