IT Service Desk Leader: Strategy, Mentorship & Excellence

SRS Distribution Inc.

McKinney (TX)

Hybrid

USD 110,000 - 160,000

Full time

14 days+

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Benefits offered by this job

Competitive weekly/bi-weekly pay

discretionary bonuses

401(k) with company match

Employee Stock Purchase Plan

paid time off (vacation, sick, holiday

medical/dental/vision

flexible spending accounts

company-paid life and short-term to be

additional life insurance

Employee Referral Bonus Program

Job summary

SRS Distribution, Inc. in McKinney, TX is seeking a Manager, IT Support Services to lead the IT Service Desk across Corporate Campus and Branches.

You will drive strategic direction, ensure process compliance, mentor staff, and partner with IT leadership on critical projects while delivering KPI reports to senior leadership. The role operates in a hybrid work environment with travel to branch locations as needed, overseeing scheduling, workload coverage, and ITSM workflow optimization to

Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
Minimum of 7 years of experience in IT support or a related field, with at least 3 years in a supervisory or management role.
Proven ability to lead and manage a team in a high‑demand, service‑oriented IT environment.
Proficient in modern IT Service Management (ITSM) tools and practices.
Strong knowledge of Change Management processes and service desk operational procedures.
Excellent troubleshooting skills with the ability to handle escalated technical issues.
Experience in scheduling, resource allocation, and managing team coverage to meet organizational needs.
Proven ability to develop and mentor staff, providing guidance and fostering professional growth.
Strong written and verbal communication skills, with a proven track record of effective collaboration with multiple stakeholders.
Experience with IT project management, particularly in acquisitions and expansions.
Ability to travel as needed, particularly in support of acquisition and greenfield projects.
Proficiency in using KPI metrics to drive team performance and report outcomes to senior leadership.
Ability to manage executive‑level support requests with professionalism and discretion.

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.