Head of IT Service Desk & Support Operations

SRS Distribution - McKinney; McKinney (TX); On-site; USD 110,000 - 150,000; Full time

Job summary

SRS Distribution - McKinney is seeking a seasoned Manager, IT Support Services to lead the Service Desk across Corporate Campus and Branches. You will shape strategic direction, mentor staff, and align technology with business goals while delivering strong customer support.

Expect KPI reporting, process governance, and continuous improvements in a dynamic IT operations environment. The role emphasizes workforce planning, training development, and collaboration with IT Leadership to ensure

Responsibilities

• Provide strategic leadership and mentorship to the IT Service Desk Team, fostering a culture of self-sufficiency and teamwork to enhance overall operational efficiency.
• Ensure strict adherence to established Service Desk processes and Change Management policies, maintaining high standards of compliance and operational integrity.
• Offer advanced technical direction and innovative problem-solving strategies to the Team, enhancing their ability to tackle complex troubleshooting scenarios with efficiency.
• Oversee and optimize the IT Service Management (ITSM) ticket assignment and escalation process, ensuring thorough documentation, accurate routing, and prompt resolution to meet service level agreements.
• Develop and implement ongoing training and development programs to nurture talent and advance the skill sets of Team members, supporting their professional growth.
• Efficiently manage workforce planning, ensuring comprehensive coverage across all support channels, including overseeing scheduling, approving overtime, and facilitating leave management.
• Collaborate effectively with IT Leadership to strategically forecast and procure necessary hardware and software resources, aligning with organizational needs and future demands.
• Deliver insightful KPI and metrics reports to the Sr. Director, IT Operations, providing data-driven recommendations for continuous improvement and service excellence.
• The Manager, IT Support Services reports directly to the Sr. Manager or Director, IT Infrastructure & Operations. This role is responsible for leading and providing strategic direction to the Service Desk Team, ensuring that top-tier customer service and support are delivered to Corporate Campus and Branch employees across various divisions. The Manager does not hold any direct reports; instead, the position involves collaborative partnerships with the Team and Sr. IT Leadership to enhance IT support services. Duties include monitoring service compliance, overseeing ITSM processes,

Job description

SRS Distribution - McKinney is seeking a seasoned Manager, IT Support Services to lead the Service Desk across Corporate Campus and Branches. You will shape strategic direction, mentor staff, and align technology with business goals while delivering strong customer support.

Expect KPI reporting, process governance, and continuous improvements in a dynamic IT operations environment. The role emphasizes workforce planning, training development, and collaboration with IT Leadership to ensure