IT Service Desk Manager — Lead, Optimize & Elevate Support

Rimkus; Houston (TX); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Job summary

Rimkus in Houston seeks a Service Desk Manager to lead the technical support team supporting engineers, forensic consultants, and corporate staff across locations. You will oversee operations, SLAs, and the escalation process to ensure fast, reliable resolutions of hardware, software, and network issues.

This role combines leadership, process improvement, and hands-on technical escalation, with opportunities for mentoring staff and implementing innovative support solutions for a mobile

Qualifications

• 7+ years of progressive IT experience.
• 3+ years leading an IT Service Desk or Help Desk team.
• Experience with Microsoft 365 and Windows troubleshooting.
• 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 and customer service skills.

Responsibilities

• Establish, document, and implement policies and procedures for issue handling.
• Promote excellent customer service and enforce quality guidelines.
• Gather and analyze metrics to benchmark workload and identify trends.
• Mentor and train Service Desk team to address internal needs promptly.
• Develop innovative solutions to complex technical/business problems.
• Screen and recruit qualified applicants and participate in interviews.
• Supervise and train helpdesk technicians; schedule shifts for coverage.
• Oversee the ticketing queue and act as escalation point for complex problems.
• Track KPIs; report daily metrics and trends to IT leadership.
• Develop and enforce helpdesk policies; update knowledge resources to reduce incidents.
• Provide oversight to local and remote technicians and hands-on support when needed.

Skills

IT leadership

Microsoft 365 troubleshooting

Windows troubleshooting

Active Directory/Entra ID

ITSM / ITIL

SLA & KPI management

Education

Bachelor’s degree in IT or related field

Tools

ITSM platforms

Endpoint support tools

Job description

Rimkus in Houston seeks a Service Desk Manager to lead the technical support team supporting engineers, forensic consultants, and corporate staff across locations. You will oversee operations, SLAs, and the escalation process to ensure fast, reliable resolutions of hardware, software, and network issues.

This role combines leadership, process improvement, and hands-on technical escalation, with opportunities for mentoring staff and implementing innovative support solutions for a mobile