IT Service Center Manager

Tokio Marine HCC • Houston, TX

10d • Onsite

About The Position

The IT Service Center Manager manages and coordinates IT Service Desk technicians and activities supporting computer users with hardware and software questions and problems. The role oversees the handling of incoming support requests, coordinates issue resolution with technical and service personnel and users, and provides escalated-tier support for managed environments, applications, and solutions. The manager monitors systems and recommends modifications to reduce user problems and improve workflows and the end-user IT experience.

The position ensures problems are handled through recognition, research, isolation, resolution, and follow-up. It may lead, direct, and train staff in technical aspects of system development and help develop team members working toward project goals. The manager plans and supervises assignments, evaluates results, recommends changes to projects and procedures, and manages direct-report performance. The role is a key stakeholder for End User Lifecycle systems and processes and the principal authority for onboarding schedules and procedures.

This is a full-time, onsite position in Houston, Texas, reporting to the Senior Manager, IT End User Services. Occasional travel of up to 10% may be required. The manager has full HR responsibility for direct reports and is accountable for work-unit budgeting and cost management.

Requirements

• Minimum four-year 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 relevant principles, practices, and procedures, with the ability to apply that knowledge.
• Excellent written and verbal communication skills, with emphasis on confidentiality, tact, and diplomacy.
• Strong organizational and analytical skills and demonstrated ability to manage multiple tasks simultaneously.
• Knowledge of industry changes, legal updates, and technical developments related to the Company's business.
• Experience 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 of managed environments, applications, and solutions.
• Monitor and review systems and recommend modifications to reduce user problems and optimize workflows and IT experiences.
• Research and remain knowledgeable about technical advancements in IT Service Desk operations.
• Ensure timely problem handling, including problem recognition, research, isolation, resolution, and follow-up.
• Lead, direct, and train staff in technical aspects of system development when needed, and develop team members assigned to project goals.
• Plan, conduct, and supervise assignments; review and evaluate project results.
• Recommend changes to projects, assignments, and procedures.
• Evaluate direct reports, provide feedback, and implement improvement strategies.
• Serve as a key stakeholder for End User Lifecycle systems and processes and as the principal authority for onboarding schedules and procedures.
• Develop work plans, timelines, and goals for the assigned work unit; assign resources to ensure coverage for all hours of operation and meet deadlines.
• Communicate team or group 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, assist with identifying and implementing new processes, develop and manage the work-unit budget, and operate within management's financial objectives.
• 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, standard-setting, work review, performance appraisals, coaching, and counseling.
• Manage budgets, allocate resources, and control departmental costs.

Benefits

• Competitive salary and comprehensive medical, vision, and dental benefits, with eligibility beginning on date of hire.
• Ongoing learning and development opportunities.
• Basic life and disability insurance.
• 401(k) plan with a 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