Service Desk Manager, Plano (On-Site)

Data Analysis Inc.•Plano, TX

4d•Onsite

About The Position

The Service Desk Manager leads end-user support operations in a fast-paced environment where responsiveness, SLA performance, and service quality are critical to the business. This role is responsible for day-to-day service desk execution across incidents, service requests, and escalations, while driving the maturity of ITIL-based service management practices. A key focus of this role is building a scalable, metrics-driven service organization through strong SLA management, a well-defined service catalog, and increased automation of repeatable requests. This role will serve as cross-functional role leading all aspects of support and service delivery across the entire organization.

Requirements

Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
5+ years of IT support/service desk experience, including 2+ years in a leadership role
Strong experience managing SLAs, KPIs, and service performance in an ITSM environment
Solid understanding of ITIL principles and service management processes
Experience with ITSM tools such as ServiceNow, Jira Service Management, or similar
Strong leadership, communication, and analytical skills

Nice To Haves

ITIL certification (Foundation or higher)

Responsibilities

Lead, mentor, and develop a distributed service desk team, driving a culture of accountability, responsiveness, and continuous improvement
Manage daily operations including ticket triage, queue management, workload balancing, and priority handling in a high-volume environment
Serve as the primary escalation point for high-priority or business-impacting issues, ensuring timely resolution and minimal disruption
Oversee performance management, career development, and succession planning within the team
Own SLA definition, tracking, reporting, and continuous improvement across all service desk functions
Proactively identify SLA risks and drive corrective actions to ensure consistent service performance
Establish and operationalize KPIs such as response time, MTTR, first contact resolution, backlog aging, and CSAT
Use data and trends to identify bottlenecks, staffing gaps, and service improvement opportunities
Collaborate with incident response team
Lead the development, standardization, and ongoing refinement of the IT service catalog
Establish, maintain, and improve Standard Operating Procedures (SOPs) to ensure consistency, quality, and scalability of service delivery
Drive adoption and maturity of ITIL processes including incident, request, problem, change, and knowledge management
Ensure consistent ticket quality, categorization, and documentation to support reporting and continuous improvement
Identify and implement opportunities to automate repeatable service requests and support tasks
Partner with engineering and platform teams to implement automation and self-service capabilities
Continuously evaluate tools and processes to improve efficiency, reduce manual effort, and enhance user experience
Ensure effective delivery of end-user support services through standardized, scalable processes
Oversee coordination of onboarding, offboarding, and user moves to ensure timely fulfillment of requests
Partner with infrastructure and security teams to ensure endpoint standards and compliance requirements are met
Maintain visibility into asset-related workflows to ensure accuracy and efficiency in service delivery
Provide leadership or coordination for end-user related initiatives (e.g., large-scale device deployments, ERP-related support readiness)
Ensure clear ownership, prioritization, and execution of initiatives that impact service desk operations
Partner with IT leadership and business stakeholders to align service performance with business needs
Provide regular reporting on service metrics, trends, and improvement initiatives
Build strong relationships with end users to ensure a high-quality support experience
Work with vendors and technology partners to improve service delivery, drive automation, and optimize tooling
Partner with HR, Finance, Security, and other business units to improve processes, reduce inefficiencies, and support business operations
Ensure service desk operations align with company policies, security standards, and regulatory requirements
Partner with Security and Compliance teams to mitigate risks related to user access, endpoint security, and data protection