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The Service Desk Manager (SDM) position at GMR's headquarters in Heath, TX, is a full-time role that plays a crucial part in the GMR Service Desk Team. Reporting to the Head of Technology Infrastructure, the SDM is responsible for providing technical support to GMR's end users and customers, focusing on applications, cell phones, computers, and other equipment. The primary function of this role is to lead the implementation and maintenance of the GMR service desk, ensuring that all technical support needs are met efficiently and effectively. In this role, the SDM must possess strong time management skills and the ability to juggle multiple projects, tasks, and priorities simultaneously. A self-motivated individual, the SDM should be comfortable working independently as well as collaboratively within a team. Excellent verbal and written communication skills are essential, as the ideal candidate will be a lifelong learner, driven by a continuous desire to enhance their technical knowledge and skills. The SDM will lead a small service desk team and will be responsible for various aspects of service desk management, including vendor and contract management, facilities management, and technical project management. The role requires advanced troubleshooting skills for applications, computers, phones, peripherals, and networks, as well as experience with ticketing systems and technical writing. The SDM will also be involved in the development of SQL queries and reports, and will oversee the maintenance of the GMR Service Desk request ticketing system, ensuring that all ticket statuses and solutions are documented appropriately.
