Service Desk Manager: Lead IT Support & Innovation

Rimkus Consulting Group, Inc; Houston (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health care plan

Retirement plan

Life insurance

Paid time off

Family leave

Disability insurance

Training & development

Job summary

Rimkus Consulting Group, Inc. is seeking a Service Desk Manager to lead the technical support team for engineers, forensic consultants, and corporate staff across multiple locations.

You will oversee daily operations, ensure SLA adherence, and provide hands-on escalation management. The ideal candidate has 7+ years IT experience, 3+ years in a managed service desk role, strong Microsoft 365 and Windows troubleshooting, experience with Active Directory/Entra ID, ITIL/ITSM, and exceptional

Qualifications

• 7+ years of progressive IT experience.
• 3+ years leading an IT Service Desk or Help Desk team.
• Strong Microsoft 365 and Windows troubleshooting experience.
• Experience with Active Directory/Entra ID and endpoint support.
• Experience with ITSM/ticketing platforms and ITIL practices.
• Strong understanding of SLAs, KPIs, incident management, and escalations.
• Proven experience coaching and developing technical support teams.
• Excellent communication, customer service, organization, and problem-solving skills.
• Experience supporting multiple offices or locations is preferred.
• Bachelor's degree in IT, Computer Science, or a related field, or equivalent experience.
• ITIL certification and Microsoft certifications are considered assets.

Responsibilities

• Establish, document, and implement policies and procedures.
• Lead service desk team to ensure excellent customer service and timely resolutions.
• Gather and analyze metrics to benchmark workload and identify trends.
• Mentor and train Service Desk staff for timely support.
• Develop and enforce policies, update knowledge resources, reduce recurring incidents.
• Oversee remote and office IT support for a mobile workforce; manage tools and escalation.

Skills

Microsoft 365

Windows troubleshooting

Active Directory/Entra ID

ITSM/ITIL

SLA & KPIs

Leadership

Communication

Multi-site support

Education

Bachelor's degree in IT or related field

Tools

ITSM platforms

Entra ID

Microsoft 365 Admin Center

Job description

Rimkus Consulting Group, Inc. is seeking a Service Desk Manager to lead the technical support team for engineers, forensic consultants, and corporate staff across multiple locations.

You will oversee daily operations, ensure SLA adherence, and provide hands-on escalation management. The ideal candidate has 7+ years IT experience, 3+ years in a managed service desk role, strong Microsoft 365 and Windows troubleshooting, experience with Active Directory/Entra ID, ITIL/ITSM, and exceptional