IT Service Desk Lead — Operations & KPI Champion

Computech Corporation; San Antonio (TX); On-site; USD 75,000 - 95,000; Full time

Job summary

A technology services provider based in San Antonio is looking for a Service Management Lead to oversee IT/IS operations. In this role, you will coordinate daily service management activities, monitor customer requests to ensure satisfaction, and manage team support schedules. Ideal candidates will have experience with Level 2/3 service desk operations and be familiar with ITIL processes. A strong focus on metrics and customer service is essential. This position may also require on-call availability and occasional overtime.

Qualifications

• Experience with ticket resolution tracking and monitoring KPIs.
• Ability to support TMMTX site-specific issues as they arise.
• ITIL working experience preferred; certification is a plus.

Responsibilities

• Lead and coordinate daily IT/IS service management.
• Monitor customer requests and workload for priority and KPI targets.
• Schedule service work and assignments for technicians.

Skills

Incident / Request Management

Level 2 / Level 3 Service Desk Operations

KPI Creation

Problem / Crisis Support

Team Scheduling Management

Education

ITIL Certification

Tools

Remedy

ServiceNow

Microsoft Office

Job description

A technology services provider based in San Antonio is looking for a Service Management Lead to oversee IT/IS operations. In this role, you will coordinate daily service management activities, monitor customer requests to ensure satisfaction, and manage team support schedules. Ideal candidates will have experience with Level 2/3 service desk operations and be familiar with ITIL processes. A strong focus on metrics and customer service is essential. This position may also require on-call availability and occasional overtime.