IT Operations Lead: Service Desk & Security

Chalk Mountain Services of Texas, LLC; Fort Worth (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Chalk Mountain Services of Texas, LLC is seeking a Service Desk Manager to lead the IT operations team in Fort Worth, TX. The role combines hands-on technical expertise with people leadership, overseeing networks, servers, security, cloud environments, and enterprise applications while developing staff and driving process improvements.

The Manager will partner with the VP of Technology to plan and implement systems, establish standards, and improve efficiency, service quality, and security.

Qualifications

• 5+ years in IT support, systems administration, or infrastructure with prior lead/mentoring responsibilities.
• Experience leading an IT operations or help desk team.
• Proven ability to manage workloads, escalations, and on-call rotations.
• Strong knowledge of Windows Server OS and Windows client OS.
• Experience with Azure or AWS cloud environments.
• Familiarity with Office 365 applications and collaboration tools.
• Vast experience with network hardware (firewalls, routers, switches, APs).
• Comfort with 24/7 support and rotating schedules.
• Strong communication and leadership skills.

Responsibilities

• Leads, supervises, and mentors the IT operations team with daily direction and guidance.
• Coordinates workload, schedules, and on-call rotations for coverage and timely response.
• Serves as senior escalation point for complex technical issues and drives resolution.
• Monitors team performance, service levels, and reports key metrics to leadership.
• Assists with hiring, onboarding, performance reviews, and professional development.
• Establishes operational standards and best practices across the team.
• Reviews and prioritizes Help Desk tickets to ensure SLA adherence.
• Contributes to IT project planning and technology roadmap execution.
• Occasionally troubleshoots hardware issues and supports user account administration.
• Monitors and analyzes reports/alerts to maintain continuous operation of critical systems.
• Works with external vendors on services, orders, and repairs.
• Plans and implements IT operations solutions across infrastructure and security domains.
• Performs daily system monitoring and backups; verifies logs and scheduled jobs.

Skills

Leadership

Team supervision

IT operations

Incident response

Network fundamentals

Windows/OS administration

Cloud platforms (Azure/AWS)

Office 365 suite

VOIP systems

Security best practices

Documentation and reporting

Time management

Communication

Tools

Meraki switches, firewalls and access points

SOPs and SLAs tooling

ITIL or leadership certifications (plus)

Job description

Chalk Mountain Services of Texas, LLC is seeking a Service Desk Manager to lead the IT operations team in Fort Worth, TX. The role combines hands-on technical expertise with people leadership, overseeing networks, servers, security, cloud environments, and enterprise applications while developing staff and driving process improvements.

The Manager will partner with the VP of Technology to plan and implement systems, establish standards, and improve efficiency, service quality, and security.