IT Service Desk Leader - Operations & Support Excellence

Tri-County Electric Cooperative, Inc.; Azle (TX); On-site; USD 85,000 - 110,000; Full time

Job summary

Tri-County Electric Cooperative is seeking a Service Desk Manager to lead the Service Desk team and drive IT service management practices to ensure reliable end-user support across the organization.

The role focuses on prioritization, escalation, and coordination with Cybersecurity teams and vendors to deliver timely resolutions and improve service delivery across technology platforms.

Qualifications

• High school diploma or equivalent required; associate/bachelor degree preferred.
• Experience leading IT service management and end-user support.
• Ability to coach and develop Service Desk staff and manage priorities.

Responsibilities

• Lead Service Desk operations, prioritization, escalation, and resolution of incidents.
• Oversee IT service management platform, workflows, and knowledge resources.
• Ensure consistent, timely and professional support for TCEC-owned tech.
• Develop Service Desk Specialists through coaching and performance management.
• Collaborate with Technology & Cybersecurity teams and vendors.

Skills

IT service management

End-user computing

Identity & access management

Device management

Information security principles

Leadership

Prioritization

Coaching

Customer service

Communication

Education

High school diploma

Associate or bachelor’s degree in IT/CS

Tools

Ticketing systems

ITSM platform

Job description

Tri-County Electric Cooperative is seeking a Service Desk Manager to lead the Service Desk team and drive IT service management practices to ensure reliable end-user support across the organization.

The role focuses on prioritization, escalation, and coordination with Cybersecurity teams and vendors to deliver timely resolutions and improve service delivery across technology platforms.