Service Desk Leader: IT Operations & People Growth

Integris; Austin (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401K Retirement Plan

Minimum 4 Weeks of PTO

Birthday PTO

Paid Holidays

Paid Time Off for Volunteering

Short-Term and Long-Term Disability

Life Insurance

Supplemental Insurance

Employee Assistance Program

Job summary

Integris, based in Austin, TX, is seeking a Service Desk Manager to lead a remote-support team for national clients and ensure premium service aligned with policy. You will drive KPI performance, mentor staff, and coordinate with CX and Field Services to optimize resource allocation.

The role emphasizes people-first leadership, process discipline, and delivering consistent, high-quality IT support across regulated environments.

Qualifications

• Bachelor’s degree in IT, CS, business administration, or related field, or equivalent experience.
• Certifications such as MCSA/MCSE, VMware VCP, Cisco CCNA, CompTIA A+, Network+, Security+ preferred.
• 6+ years of IT operations experience; 2+ years in leadership or supervisory roles.

Responsibilities

• Lead service desk team and ensure KPI targets are met.
• Oversee ticket intake and escalation processes.
• Schedule staffing to meet client demands and approve timesheets.
• Provide ongoing training and career development.
• Collaborate with CX and Field Services teams to improve service quality.

Skills

Leadership

IT operations

Team management

Remote coordination

Education

Bachelor’s degree or equivalent experience

MCSA/MCSE

VMware VCP

Cisco CCNA

CompTIA A+/Network+/Security+

Job description

Integris, based in Austin, TX, is seeking a Service Desk Manager to lead a remote-support team for national clients and ensure premium service aligned with policy. You will drive KPI performance, mentor staff, and coordinate with CX and Field Services to optimize resource allocation.

The role emphasizes people-first leadership, process discipline, and delivering consistent, high-quality IT support across regulated environments.