IT Service Desk Manager — Lead 1,000+ User Support

DCCM; Houston (TX); On-site; USD 110,000 - 130,000; Full time

Job summary

DCCM is seeking a hands-on Manager, Service Desk to lead the centralized IT support function for approximately 1,000 employees across multiple divisions and locations. The role focuses on daily operations, staff coaching, and delivering exceptional customer service.

You will drive process improvements, manage SLAs, and collaborate with IT leadership to enhance workflows, knowledge management, and service delivery.

Qualifications

• Bachelor's degree in IT/CS preferred or equivalent experience.
• 5+ years IT support or service desk experience; at least 2 years in leadership.
• Demonstrated experience in managing service desk operations, SLAs, and reporting.
• AEC software experience (Autodesk, Bentley, Bluebeam, GIS) preferred.
• Familiarity with ITSM platforms (Freshservice preferred).

Responsibilities

• Lead and manage day-to-day IT Service Desk operations across divisions and locations.
• Coach and develop Tier 1 and Tier 2 staff to deliver high-quality support.
• Oversee ticket triage, escalation, and resolution per SLAs.
• Monitor metrics and drive continuous service quality improvements.
• Collaborate with IT leadership to optimize workflows and knowledge management.
• Serve as primary escalation point for high-impact issues.
• Support transitions from outsourced to internal service delivery.
• Promote self-service and KB development for end users.
• Ensure documentation for access management and lifecycle processes.

Skills

Leadership

Team coaching

Customer focus

Problem solving

Communication

Relationship building

Prioritization

Education

IT/CS degree

Tools

Freshservice

Autodesk

Bentley

Bluebeam

GIS

Deltek Vantagepoint

Azure AD

Job description

DCCM is seeking a hands-on Manager, Service Desk to lead the centralized IT support function for approximately 1,000 employees across multiple divisions and locations. The role focuses on daily operations, staff coaching, and delivering exceptional customer service.

You will drive process improvements, manage SLAs, and collaborate with IT leadership to enhance workflows, knowledge management, and service delivery.