IT Service Desk Manager — Lead & Elevate Support

DCCM INFRASTRUCTURE INC; Houston (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical plans (3 options)

Dental & Vision plans

Company-paid life insurance

Short/Long-term disability insurance

Voluntary life insurance

Flexible/Dependent care accounts

401(k) with company match

Paid Time Off (PTO)

10 paid holidays

Alternative work schedules

Job summary

DCCM Infrastructure Inc. is seeking a hands-on Manager, Service Desk to lead our centralized IT support function from our Houston office.

This role oversees daily service desk operations for about 1,000 employees across multiple divisions and locations, driving improvements in service delivery and user satisfaction. You will mentor Tier 1 and Tier 2 staff, manage ticket triage and escalation, and partner with IT leadership to enhance workflows, catalogs, and knowledge management.

Qualifications

• Bachelor's degree or equivalent in IT field.
• 5+ years in IT support with 2+ years in leadership.
• Experience managing service desk operations and metrics.

Responsibilities

• Lead day-to-day IT Service Desk for ~1,000 employees.
• Coach Tier 1/2 staff and ensure SLA adherence.
• Improve service delivery with Freshservice workflows and knowledge base.

Skills

IT leadership

Service desk management

Customer service

Staff coaching

ITIL awareness

Education

Bachelor's degree in Information Technology

Tools

Freshservice

Active Directory

Azure AD / Entra ID

Deltek Vantagepoint

Autodesk

Bentley

Bluebeam

GIS

Job description

DCCM Infrastructure Inc. is seeking a hands-on Manager, Service Desk to lead our centralized IT support function from our Houston office.

This role oversees daily service desk operations for about 1,000 employees across multiple divisions and locations, driving improvements in service delivery and user satisfaction. You will mentor Tier 1 and Tier 2 staff, manage ticket triage and escalation, and partner with IT leadership to enhance workflows, catalogs, and knowledge management.