Service Desk Lead: Stabilize & Elevate IT Support

Jobtailor; Houston (TX); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking a Senior Service Desk Leader to own and improve IT support operations in a hybrid Houston work environment. You will guide queue management, escalations, and performance reporting while building a small, capable team.

The role emphasizes actionable process improvement and strong customer relationships. Ideal candidates will have ITIL 4 familiarity, hands-on service desk experience, and a proven ability to balance strategic improvements with daily leadership.

Qualifications

• Significant experience leading a Service Desk/IT support function.
• Proven track record building/rebuilding stabilizing a Service Desk.
• Experience coaching and developing technical support staff.

Responsibilities

• Own day-to-day Service Desk leadership, including queues, priorities, escalations, and communication.
• Assess current operations and create a plan to stabilize and improve performance.
• Review backlog and establish effective resolution and queue management.
• Build and develop a team of about four support professionals.
• Lead hiring, onboarding, training, and ongoing development.

Skills

Service Desk Management

Team Leadership

Operational Process Improvement

Customer Relationship Building

Communication Skills

Education

ITIL 4 Certification

Tools

IT Ticketing Platforms

Service Management Platforms

SolarWinds Service Desk

Job description

Jobtailor is seeking a Senior Service Desk Leader to own and improve IT support operations in a hybrid Houston work environment. You will guide queue management, escalations, and performance reporting while building a small, capable team.

The role emphasizes actionable process improvement and strong customer relationships. Ideal candidates will have ITIL 4 familiarity, hands-on service desk experience, and a proven ability to balance strategic improvements with daily leadership.