Service Desk Manager: Lead IT Support & Service Excellence

tcectexas; Azle (TX); On-site; USD 85,000 - 120,000; Full time

Job summary

Tri-County Electric Cooperative is seeking a Service Desk Manager to lead the Service Desk, Specialists, and IT service management practices. This role focuses on establishing priorities, guiding staff, and ensuring reliable IT support across the organization.

You will drive service improvements, maintain documentation, manage the service management platform, and collaborate with cybersecurity teams and vendors. Strong leadership, communication, and customer service skills are essential.

Qualifications

• High school diploma or equivalent required.
• Associate or bachelor’s degree in IT preferred.
• Previous IT support leadership or coordination experience preferred.

Responsibilities

• Model TCEC's Essential Attributes in daily conduct and leadership.
• Lead TCEC's Service Desk, including employees, operations, priorities, workload, performance expectations, and accountability.
• Ensure timely, professional, and consistent delivery of technology support, including intake, prioritization, escalation, resolution, and communication; coordinate with teams and vendors.
• Own and advance Service Desk processes, service expectations, and performance measures; monitor trends and address gaps.
• Maintain documentation of service desk activities, assets, procedures, and knowledge resources in management systems.
• Oversee the IT service management platform, including workflows, service catalog, automation, configuration, reporting, and documentation.
• Oversee the lifecycle of end-user technology, including deployment, inventory, maintenance, replacement, and disposition.
• Develop Service Desk Specialists through coaching, training, feedback, performance management, and development.
• Collaborate across TCEC to understand technology support needs, identify recurring issues, and improve service delivery.
• Perform other related duties as assigned.

Skills

IT service management

End-user computing

Identity access mgmt

Device management

Customer service

Communication

Documentation

Leadership

Problem solving

Education

AS/BA in IT

Job description

Tri-County Electric Cooperative is seeking a Service Desk Manager to lead the Service Desk, Specialists, and IT service management practices. This role focuses on establishing priorities, guiding staff, and ensuring reliable IT support across the organization.

You will drive service improvements, maintain documentation, manage the service management platform, and collaborate with cybersecurity teams and vendors. Strong leadership, communication, and customer service skills are essential.