Manager, Service Desk
About The Position
DCCM is seeking a Manager, Service Desk to lead its centralized IT support function. The role oversees daily service desk operations and support for approximately 1,000 employees across multiple divisions and locations, while driving continuous improvement in service delivery. The manager leads Tier 1 and Tier 2 staff, manages ticket handling and service performance, and partners with IT and business teams to provide effective support. The position also supports engineering and design applications and helps with organizational growth and integration activities. This is a primarily in-office position based at DCCM Corporate in Houston, supporting employees across multiple offices and three time zones. Occasional travel to other DCCM offices is required for team coverage, provider transitions, and site visits. Some early morning, evening, and weekend work is required around maintenance windows, deployments, office moves, and urgent support. The role may occasionally involve handling and moving computer equipment weighing up to 40 pounds, with or without reasonable accommodation.
Requirements
- At least 5 years of experience in IT support or service desk environments, including at least 2 years in a leadership or supervisory role.
- Demonstrated experience managing service desk operations, including workload management, prioritization, staffing, service levels, and performance reporting.
- Hands-on technical depth in Windows, Microsoft 365, Active Directory, and Entra ID (Azure AD).
- Working knowledge of endpoint management and modern workplace technologies.
- Experience configuring or administering an ITSM platform.
- Strong leadership, customer service, communication, problem-solving, and relationship-building skills.
- Ability to manage competing priorities, make sound decisions in a fast-paced environment, and maintain professionalism and discretion.
- Some early morning, evening, and weekend work is required around maintenance windows, deployments, office moves, and urgent support.
- Occasional travel to other DCCM offices is required.
- May occasionally be required to handle and move computer equipment weighing up to 40 pounds, with or without reasonable accommodation.
Nice To Haves
- Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent combinations of education, technical training, certifications, and relevant experience will also be considered.
- AEC industry experience supporting Autodesk, Bentley, Bluebeam, GIS, or similar engineering software is strongly preferred.
- Familiarity with Deltek Vantagepoint or other AEC or ERP platforms.
- Freshservice experience is strongly preferred.
- Experience supporting organizational growth, acquisitions, or transitions from outsourced to internal support models is strongly preferred.
- Exposure to SOC 2, CMMC, or similar control frameworks, particularly access request and lifecycle evidence, is a plus.
Responsibilities
- Lead and manage day-to-day IT Service Desk operations, ensuring timely and effective support across multiple divisions and locations.
- Supervise, coach, and develop Tier 1 and Tier 2 support staff and foster a customer-focused, high-performance support culture.
- Manage ticket triage, prioritization, escalation, and resolution to meet service level objectives and business needs.
- Monitor service desk metrics and reporting, and drive improvement in service quality, responsiveness, and user satisfaction.
- Partner with IT leadership to improve Freshservice workflows, service catalogs, knowledge management, and support processes.
- Serve as the primary escalation point for sensitive or high-impact support issues.
- Collaborate with infrastructure, security, endpoint management, and business teams to support effective service delivery.
- Drive process standardization, self-service capabilities, user education, and knowledge base development.
- Maintain documentation and records supporting compliance and audit requirements, including access management and employee lifecycle processes.
- Promote effective support for engineering and design applications, including Autodesk, Bentley, Bluebeam, GIS, and related AEC technologies.
- Assist with support transitions and integration activities as the organization grows and evolves.
- Travel occasionally to other DCCM offices for team coverage, provider transitions, and site visits.
Benefits
- Three medical plan options (two PPOs and a HDHP)
- Dental and vision plans
- Company-paid group life insurance
- Company-paid short- and long-term disability insurance
- Voluntary life insurance
- Flexible and dependent care spending accounts
- Supplemental plans, including Critical Illness, Hospital Indemnity, and Accident
- 401(k) with company match
- Paid Time Off (PTO) accruing upon hire
- 10 paid holidays
- Alternative work schedules
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What This Job Offers
Job Type
Full-time
Career Level
Manager
