Service Desk Manager - Lead IT Support & Process Excellence

Rimkus-; Houston (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

401k, IRA Retirement Plan

Life Insurance (Basic, Voluntary &

Paid Time Off (Vacation, Sick &

Family Leave (Maternity, Paternity)

Disability (Short Term & Long Term

Training & Development

Job summary

Rimkus, a worldwide leader in engineering and technical consulting, is seeking a Service Desk Manager in Houston, TX. You will lead the IT support team across multiple locations, ensuring fast issue resolution for engineers, forensic consultants, and staff.

You will implement policies, monitor KPIs, mentor staff, and collaborate with IT leadership to improve service quality. The role blends hands-on escalation with team leadership in a dynamic, client-focused environment.

Qualifications

• 7+ years of 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.
• 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 regarding how problems are identified, received, documented, distributed, and corrected.
• Work with the service desk team to promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for customer interactions, completing services, and overall customer satisfaction.
• Gather and analyze metrics to benchmark the service desk workload/performance and identify trends required to devise preventative solutions, process improvements, schedules, after hour support, ticket management and call/event escalation.
• Mentor and train Service Desk team to ensure that internal customer needs are addressed in a timely fashion.
• Seek innovative and creative solutions to complex technical/business problems within a logical, rigorous, and analytical framework.
• Work to screen and recruit qualified applicants and participate in the interview process.
• Supervise, mentor, and train helpdesk technicians and support analysts. Schedule shifts to guarantee continuous support coverage.
• Oversee the ticketing queue. Monitor response times, assign tasks, and act as the main escalation point for complex technical problems.Track key performance indicators (KPIs). Report daily metrics and service trends to IT leadership.
• Develop and enforce helpdesk policies, procedures, and best practices. Update knowledge management tools and self-service resources to reduce recurring incidents.
• Ensure seamless remote and office IT support for a mobile consulting workforce. Evaluate, recommend, and implement new helpdesk tools or remote-control software. The Service Desk Manager is responsible for providing oversight to both local and remote technicians/analysts on a day-to-day basis, ensuring appropriate support service levels are met and providing hands-on technical and analytical support resolving service desk tickets as needed.

Skills

IT experience

Team leadership

Microsoft 365

Windows troubleshooting

Active Directory/Entra ID

Endpoint support

ITSM / ITIL

SLA & KPI management

Coaching / mentoring

Multi-site support

Education

Bachelor's degree in IT / CS / related field

ITIL certification (assets)

Microsoft certifications (assets)

Tools

ITSM platforms

Entra ID

Job description

Rimkus, a worldwide leader in engineering and technical consulting, is seeking a Service Desk Manager in Houston, TX. You will lead the IT support team across multiple locations, ensuring fast issue resolution for engineers, forensic consultants, and staff.

You will implement policies, monitor KPIs, mentor staff, and collaborate with IT leadership to improve service quality. The role blends hands-on escalation with team leadership in a dynamic, client-focused environment.