Service Desk Manager

$130,000 - $130,000/Yr

Addison Group - Dallas, TX

Full-time - Mid Level

Dallas, TX

Real Estate

About the position

The Service Desk Manager is a leadership role responsible for overseeing a high-performing IT service desk team. This position focuses on delivering exceptional customer service, managing technical support operations, and driving continuous improvement within the service desk environment. The ideal candidate will possess strong service desk management experience, technical expertise with key tools, and a proven track record in mentoring and developing teams.

Responsibilities

• Lead, mentor, and develop the service desk team, fostering a culture of high performance and setting clear goals.
• Provide ongoing training on tools, workflows, and customer service techniques.
• Review team metrics regularly to enhance effectiveness and engagement.
• Act as the primary escalation point for support requests, ensuring prompt and professional resolution.
• Build strong relationships with customers and business leaders to manage expectations and enhance communication.
• Monitor and improve customer satisfaction through feedback analysis.
• Manage and optimize service desk workflows using tools such as Google Workspace, Zoom, Slack, Zendesk, Meraki, Okta, and Jamf Pro.
• Ensure incidents and requests are resolved efficiently within SLA timelines.
• Leverage tools to enhance collaboration and streamline IT support processes.
• Analyze service desk performance data to identify and implement operational improvements.
• Establish best practices for issue resolution, knowledge sharing, and process standardization.
• Align support services with broader IT goals through collaboration with other IT teams.
• Expand and maintain the service desk knowledge base for common issues and solutions.
• Ensure process documentation is current, comprehensive, and accessible to team members and end-users.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 7+ years in IT service desk management or support roles, including 3+ years in leadership.
• Expertise in Google Workspace, Zoom, Slack, Zendesk, Meraki, Okta, and Jamf Pro.
• In-depth knowledge of service desk operations, ITIL processes, and customer service best practices.

Nice-to-haves

• ITIL Foundation certification
• HDI Service Desk Manager certification
• Certifications relevant to the tools used.

Benefits

• Competitive salary up to $130,000 plus bonus
• Direct hire position
• Onsite work environment in Dallas, TX