Service Desk Manager - Houston, TX

S&B Engineers and Constructors • Houston, TX

115d • Hybrid

About The Position

Lead the service desk team to ensure service continuity and performance levels are achieved. This position will manage help desk specialists and hardware technicians as well as coordinate and escalate service requests to the internal or external technical experts to ensure end-to-end service delivery expectations are achieved or exceeded.

Requirements

• Four-year college degree in related field or equivalent experience.
• A dynamic leader with at least 4+ years relevant management experience in a support or operations team.
• Previous experience managing service desk in an engineering/construction services organization is a plus.
• Previous experience guiding a new team through changes to mature operation.
• Experience and thrive working at a fast-paced environment.
• Embody a user-first mindset. Consistently put yourself in the shoes of the user and make decisions with the user in mind.
• Used to operating with a data-driven mindset. Proven ability to use thoughtful business judgement in decision making, perform analysis, highlight key learnings, and form and execute a strategy.
• Exceptional communication skills. Candid and clear and have a track record of communicating effectively to build trust in relationships, inspire a large and growing team, influence stakeholders and represent the team.
• Organized with great time-management and prioritization skills.
• Comfortable working independently and with a team.

Nice To Haves

• ITIL v3 Certification.
• Experience managing ITSM and ITAM systems.
• Experience supporting VDI environment.

Responsibilities

• Day to day management of the Service Desk and all activities.
• Ensures timely resolution and proper documentation of all IT help desk tickets received through an incident tracking system.
• Act as a single point of contact for key stakeholders regarding IT issues, queries and reporting relating to Service Desk.
• Liaising with appropriate Process Owners, Service Owners and Managers throughout the service management lifecycle to ensure appropriate introduction of new services and a fully informed and trained Help Desk Support team.
• Maintains and manages ticket queues.
• Escalates any critical or high priority issues to the relevant persons or teams.
• Lead in the development of good customer service practices.
• Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible.
• Maintain individual Personal Development Plans for each member of the Service Desk team.
• Conduct regular surveys of users to determine effectiveness of IT.
• Analyze ticket trends to surface potential issues or training opportunities.
• Undertake any other duties of a similar level and responsibility as may be required from time to time.

Benefits

• Competitive compensation package.
• Comprehensive benefits program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees