IT Service Desk Manager | Lead Tier 1 Support & ITSM

IDR, Inc.; Stephenville (TX); On-site; USD 85,000 - 115,000; Full time

Benefits offered by this job

Competitive compensation package

Full Benefits; Medical, Vision, Dental

Industry leading organization

Job summary

IDR, Inc. in Stephenville, TX seeks a Service Desk Manager to lead the university's IT Service Desk, overseeing day-to-day Tier 1 support across channels and guiding a team to deliver timely resolutions in an educational setting.

You will supervise staff, manage vendor relationships and SLAs, oversee ITSM tools, reporting, and self-service resources, and support IT projects, budgets, and cross-functional initiatives.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• 3+ years of experience in IT support or service desk management or a related role.
• Knowledge of IT Service Management (ITSM) best practices (e.g., ITIL framework).
• ITIL certification or experience implementing ITIL-based processes.
• Knowledge of team leadership, collaboration, coaching, mentoring, training, and staff supervision.

Responsibilities

• Leads the university’s IT Service Desk team and manages daily Tier 1 IT support through multiple channels.
• Oversees staff, monitors team performance, and ensures efficient resolution of support requests.
• Manages the third-party call center vendor, SLAs, and process improvement initiatives.
• Oversees ITSM tools, ticketing, reporting, and self-service resources.
• Supports IT projects, budgets, vendors, and cross-functional initiatives.

Skills

ITIL knowledge

Team leadership

Staff supervision

Vendor management

ITSM best practices

Education

Bachelor's degree or equivalent

Job description

IDR, Inc. in Stephenville, TX seeks a Service Desk Manager to lead the university's IT Service Desk, overseeing day-to-day Tier 1 support across channels and guiding a team to deliver timely resolutions in an educational setting.

You will supervise staff, manage vendor relationships and SLAs, oversee ITSM tools, reporting, and self-service resources, and support IT projects, budgets, and cross-functional initiatives.