Service Desk Manager

IDR, Inc.; Stephenville (TX); Presencial; USD 85.000 - 115.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation package

Full Benefits; Medical, Vision, Dental

Industry leading organization

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

ITIL knowledge

Team leadership

Staff supervision

Vendor management

ITSM best practices

Educación

Bachelor's degree or equivalent

Descripción del empleo

We are seeking a Service Desk Manager to join one of our top clients for an opportunity in Stephenville, Texas. This role involves leading the university’s IT Service Desk team, overseeing day-to-day Tier 1 support operations, and managing staff and vendor relationships within an educational environment.

Position Overview for the Service Desk Manager:

• 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.

Requirements for the Service Desk Manager:

• Bachelor’s degree in applicable field 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

What's in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization.

Why IDR?

• 25+ Years of Proven Industry Experience in 4 major markets
• Employee Stock Ownership Program
• Dedicated Engagement Manager who is committed to you and your success.
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated's Best of Staffing Client and Talent Award winner 12 years in a row.