IT Service Desk Manager — Lead & Elevate IT Support

Rimkus; Houston (TX); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health Care Plan

Retirement Plan (401k)

Life Insurance

Paid Time Off

Family Leave

Disability Insurance

Training & Development

Job summary

Rimkus, a global leader in engineering and technical consulting, is seeking a Service Desk Manager to lead and optimize the IT support team across multiple locations. You will oversee daily operations, enforce SLAs, and mentor staff to ensure fast, reliable hardware, software, and network resolution for engineers and corporate staff.

The role emphasizes process improvement, hands-on escalation management, and collaboration with IT leadership to drive ticket efficiency and customer satisfaction.

Qualifications

• 7+ years of progressive IT experience.
• 3+ years managing or leading an IT Service Desk or Help Desk team.
• Strong Microsoft 365 and Windows troubleshooting experience.
• Experience with Active Directory/Entra ID and endpoint support.
• Experience with ITSM/ticketing platforms and ITIL practices.
• Strong understanding of SLAs, KPIs, incident management, and escalations.
• Proven experience coaching and developing technical support teams.
• Excellent communication, customer service, organization, and problem-solving skills.
• Experience supporting multiple offices or locations is preferred.
• Bachelor's degree in IT, Computer Science, or a related field, or equivalent experience.
• ITIL certification and Microsoft certifications are considered assets.

Responsibilities

• Establish, document, and implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for customer interactions, completing services, and overall customer satisfaction.
• Gather and analyze metrics to benchmark the service desk workload/performance and identify trends required to devise preventative solutions, process improvements, schedules, after hour support, ticket management and call/event escalation.
• Mentor and train Service Desk team to ensure that internal customer needs are addressed in a timely fashion.
• Seek innovative and creative solutions to complex technical/business problems within a logical, rigorous, and analytical framework.
• Screen and recruit qualified applicants and participate in the interview process.
• Supervise, mentor, and train helpdesk technicians and support analysts. Schedule shifts to guarantee continuous support coverage.
• Oversee the ticketing queue. Monitor response times, assign tasks, and act as the main escalation point for complex technical problems.
• Track key performance indicators (KPIs). Report daily metrics and service trends to IT leadership.
• Develop and enforce helpdesk policies, procedures, and best practices. Update knowledge management tools and self-service resources to reduce recurring incidents.
• Ensure seamless remote and office IT support for a mobile consulting workforce. Evaluate, recommend, and implement new helpdesk tools or remote-control software. The Service Desk Manager is responsible for providing oversight to both local and remote technicians/analysts on a day-to-day basis, ensuring appropriate support service levels are met and providing hands-on technical and analytical support resolving service desk tickets as needed

Skills

IT Service Desk Leadership

Microsoft 365

Windows Troubleshooting

Active Directory / Entra ID

ITSM / ITIL Practices

SLA / KPI Management

Team Coaching & Development

Communication Skills

Multi-office Support

Education

Bachelor's degree in IT or related field

Tools

Remote-control software

ITSM / Ticketing platforms

Job description

Rimkus, a global leader in engineering and technical consulting, is seeking a Service Desk Manager to lead and optimize the IT support team across multiple locations. You will oversee daily operations, enforce SLAs, and mentor staff to ensure fast, reliable hardware, software, and network resolution for engineers and corporate staff.

The role emphasizes process improvement, hands-on escalation management, and collaboration with IT leadership to drive ticket efficiency and customer satisfaction.