Manager, Service Desk

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

Description

DCCM takes pride in our exceptional staff and considers our team critical to the company’s success. Providing professionals with the tools and training they need to achieve excellence in their career is key to employee engagement and productivity. Our goal is to foster a work environment that attracts top talent, inspires innovation, and renders excellence in service to our clients.

Job Type

Full-time

Description

DCCM takes pride in our exceptional staff and considers our team critical to the company’s success. Providing professionals with the tools and training they need to achieve excellence in their career is key to employee engagement and productivity. Our goal is to foster a work environment that attracts top talent, inspires innovation, and renders excellence in service to our clients.

Our team is seeking a Manager, Service Desk to lead our centralized IT support function. This role is responsible for overseeing daily service desk operations, ensuring exceptional support for approximately 1,000 employees across multiple divisions and locations, and driving continuous improvement in service delivery.

What You Will Do

• Lead and manage the day-to-day operations of the IT Service Desk, ensuring timely and effective support for employees across multiple divisions and locations.


• Supervise, coach, and develop Tier 1and Tier 2 support staff while fostering a customer-focused, high-performance support culture.


• Manage ticket triage, prioritization, escalation, and resolution to meet established service level objectives and business needs.


• Monitor service desk performance through key metrics and reporting, driving continuous improvement in service quality, responsiveness, and user satisfaction.


• Partner with IT leadership to enhance Freshservice workflows, service catalogs, knowledge management, and support processes.


• Serve as the primary escalation point for sensitive or high-impact support issues.


• Collaborate with infrastructure, security, endpoint management, and business teams to ensure effective service delivery across the organization.


• Drive continuous improvement initiatives, including process standardization, self-service capabilities, user education, and knowledge base development.


• Support compliance and audit requirements by maintaining appropriate documentation and records related to access management and employee lifecycle processes.


• Promote effective support of engineering and design applications, including Autodesk, Bentley, Bluebeam, GIS, and related AEC technologies.


• Assist with support transition and integration activities as the organization continues to grow and evolve.

Who You Are

You are a hands-on IT leader who thrives in a fast-paced, service-oriented environment. You have experience leading support teams, improving service desk operations, and delivering exceptional customer experiences while balancing day-to-day support needs with long-term process improvements. You are a strong communicator, problem solver, and trusted escalation point who takes ownership of issues and drives them to solution.

What You Bring

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred; equivalent combinations of education, technical training, certifications, and relevant experience will also be considered.


• 5+ years of experience in IT support or service desk environments, including at least 2 years in a leadership or supervisory role.


• Demonstrated experience managing service desk operations, including workload management, prioritization, staffing, service levels, and performance reporting.


• AEC industry experience supporting Autodesk, Bentley, Bluebeam, GIS, or similar engineering software is strongly preferred.


• Familiarity with Deltek Vantagepoint or other AEC or ERP platforms is a plus.


• Hands-on technical depth in Windows, Microsoft 365, Active Directory, and Entra ID (Azure AD).


• Working knowledge of endpoint management and modern workplace technologies.


• Experience configuring or administering an ITSM platform, with Freshservice strongly preferred.


• Experience supporting organizational growth, acquisitions, or transitions from outsourced to internal support models is strongly preferred.


• Exposure to SOC 2, CMMC, or similar control frameworks, particularly access request and lifecycle evidence, is a plus.


• Strong leadership, customer service, communication, problem-solving, and relationship-building skills.


• Demonstrated ability to manage competing priorities, make sound decisions in a fast-paced environment, and maintain a high level of professionalism and discretion.

Working Conditions

This is a primarily in-office position based at DCCM Corporate in Houston, supporting a workforce spread across multiple offices and three time zones, with occasional travel to other DCCM offices for team coverage, provider transitions, and site visits. Some early morning, evening, and weekend work will be required around maintenance windows, deployments, office moves, and urgent support. This role may occasionally require handling and moving computer equipment weighing up to 40 pounds, with or without reasonable accommodation.

The things about us you will appreciate!

Our Comprehensive Benefit Package Includes The Following

• Three medical plan options (2 PPOs and a HDHP)


• Dental & vision plans


• Company-paid group life, short and long-term disability insurance


• Voluntary Life Insurance


• Flexible and Dependent care spending accounts


• Additional Supplemental plans (Critical Illness, Hospital Indemnity, Accident)


• 401(k) with company match


• Paid Time Off (PTO) which starts accruing upon hire


• 10 Paid Holidays


• Alternative Work Schedules

Headhunters and recruitment agencies may not submit resumes through this website or directly to managers. DCCM does not accept unsolicited headhunter or agency resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with DCCM.