IT Service Center Manager

Tokio Marine HCC • Houston, TX

12d • Onsite

About The Position

The IT Service Center Manager manages and coordinates IT Service Desk technicians and activities supporting users with hardware and software questions and issues. The role oversees incoming support requests, escalated support, problem resolution, and improvements to systems and workflows. It serves as a key stakeholder for End User Lifecycle systems and processes and as the principal authority for onboarding schedules and procedures.

The manager plans and supervises work, assigns resources to provide coverage during operating hours, evaluates project results, recommends changes, and manages direct reports. This includes hiring, training, work coordination, setting standards, performance reviews, coaching, and counseling. The position also supports budget development and accountability, cost management, business controls, and communication of team results to management. Work is based onsite in Houston, Texas, five days per week, with occasional travel of up to 10%.

Requirements

• Bachelor's degree in Computer Science or a related field, or equivalent education and/or experience.
• Six years of relevant, progressive experience providing IT end-user support and hardware/software services.
• Three years of leadership experience.
• Experience planning, setting, and tracking team and individual goals and objectives.
• Broad knowledge of applicable principles, practices, and procedures, and the ability to apply that knowledge.
• Excellent written and verbal communication skills, with emphasis on confidentiality, tact, and diplomacy.
• Exceptional organizational and analytical skills and demonstrated ability to manage multiple tasks simultaneously.
• Knowledge of industry changes, legal updates, and technical developments relevant to the Company's business, and ability to respond proactively to a changing business environment.
• Budgeting and financial management experience, including managing budgets, allocating resources, and controlling departmental costs.
• ITIL Foundation certification (required).
• ITIL Service Management certification (required).

Responsibilities

• Manage the environment and platforms used to process incoming support requests and ensure courteous, effective resolution of end-user issues.
• Coordinate problems with appropriate technical, professional, and service personnel and with the users who reported them.
• Provide escalated-tier support for end users in managed environments, applications, and solutions.
• Monitor and review systems and recommend modifications to reduce user problems and optimize workflows and IT experiences.
• Research technical advancements in IT Service Desk and maintain current knowledge.
• Ensure timely problem management, including recognition, research, isolation, resolution, and follow-up.
• Lead, direct, and train staff in technical aspects of system development when needed, and develop others assigned to project work.
• Plan, conduct, and supervise assignments; review and evaluate project results.
• Recommend changes to projects, assignments, and procedures.
• Evaluate direct reports' performance, provide feedback, and implement improvement strategies.
• Serve as a key stakeholder for End User Lifecycle systems and processes.
• Serve as the principal authority for onboarding schedules and procedures.
• Develop work plans, timelines, and goals for the work unit; assign resources to ensure coverage for all hours of operation and meet deadlines.
• Communicate team results to management, make recommendations, and prepare written and verbal presentations.
• Facilitate in-person walk-up support in an interrupt-driven environment.
• Improve business processes and assist in identifying and implementing new processes.
• Assist in developing and remain accountable for the work-unit budget; operate within financial objectives set by management.
• Comply with corporate policies and procedures; identify, implement, and test cost-effective controls for the designated function.
• Manage direct reports, including hiring decisions, training, work coordination, standards, work reviews, performance appraisals, coaching, and counseling.

Benefits

• Competitive salary and comprehensive medical, vision, and dental benefits, with eligibility beginning on the date of hire.
• Ongoing learning and development opportunities.
• Basic life and disability insurance.
• 401(k) plan with 6% company match.
• 20 days of PTO, two floating holidays, approximately 11 paid holidays, and volunteer time off.
• Paid parental leave.
• Opportunity to do meaningful work.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager