Service Desk Manager

Kodiak Gas Services•The Woodlands, TX

10h

About The Position

We are seeking a highly motivated and experienced Help Desk Support Manager to lead our IT support team. This role is responsible for overseeing daily operations of the help desk, ensuring timely and effective resolution of technical issues, and delivering exceptional customer service to internal users. The ideal candidate will have strong leadership skills, technical expertise, and a passion for process improvement.

Requirements

Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
5+ years of experience in IT support, with at least 2 years in a supervisory or managerial role.
Strong knowledge of Windows/Mac OS, Microsoft 365, networking fundamentals, and common enterprise applications.
Experience with help desk ticketing systems (e.g., Freshservice, Jira).
Excellent problem-solving, communication, and interpersonal skills.
Systems thinking; drives measurable improvements and standard work.

Nice To Haves

Familiarity with Cybersecurity best practice.
Experience with managing an MDM (e.g. intune, ABM)
Enterprise Application Support
Anticipate user needs; transforms feedback into steady customer gains.

Responsibilities

Serve as the primary escalation point for high‑impact issues; communicate status and remediation clearly to executives and end users.
Manage and mentor a team of help desk technicians, providing guidance, training, and performance evaluations.
Develop and implement help desk policies, procedures, and service level agreements (SLAs).
Monitor ticketing system to ensure timely resolution of issues and adherence to SLAs.
Analyze support trends and metrics to identify areas for improvement and recommend solutions.
Lead initiatives to improve service, automation, and user experience.
Stay current with emerging technologies and recommend tools to improve support efficiency.
Collaborate with other IT teams to escalate and resolve complex technical issues.
Maintain documentation of support processes, troubleshooting guides, and knowledge base articles.
Ensure high levels of customer satisfaction through proactive communication and follow-up.