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Contact Government Services, LLC
Dallas, TX, United States
Support Center (Service Desk) Manager Employment Type: Full Time, Mid-level Department: Information Technology CGS is seeking a Support Center (Service Desk) Manager to join our team supporting a wide-ranging technical support initiative for a large Federal agency. CGS brings motivated, highly skilled, and creative people together to solve the
Job Source: Contact Government Services, LLCContact Government Services, LLC
Dallas, TX, United States
Support Center (Service Desk) Manager Employment Type: Full Time, Mid-level Department: Information Technology CGS is seeking a Support Center (Service Desk) Manager to join our team supporting a wide-ranging technical support initiative for a large Federal agency. CGS brings motivated, highly skilled, and creative people together to solve the
Job Source: Contact Government Services, LLCBusiness Process Co
Plano, TX, United States
An International company is seeking a ITSM Enterprise Manager/Engineer for a 12+ month contract role. Description: What you"ll be doing: Work to ensure our ITSM practices around key areas such as Incident, Problem, Change, and Release Management are consistently being followed and processes run smoothly and effectively. Work to further develop, mod
Job Source: Business Process CoShe Recruits, LLC
Plano, TX, United States
Job Title: Service/Help Desk Location: Plano, TX area Salary: 65k-80k Service Desk is the first communication clients have for obtaining technical support. The Service Desk Engineer (SDE) is responsible for providing reactive remote support for clients that rely on IT to perform their jobs. SDEs must quickly respond and resolve varying Desktop,
Job Source: She Recruits, LLCShe Recruits, LLC
Frisco, TX, United States
The Service Desk/Help Desk is a junior-level role responsible for the design and implementation of LAN/WAN, Server and Cloud Services technology. Jr. PEs are required to work closely with our Design Desk (system architect) and deliver technical solutions that meet a client's business requirements, and therefore must be able to communicate effective
Job Source: She Recruits, LLCSOUTHWEST TRANSPLANT ALLIANCE
Dallas, TX, United States
Desktop Support Technician III — Southwest Transplant Alliance Register to Be a Donor Volunteer With Us F T L I Who We Are Who We Serve About Donation Foundation STARTER Partners Careers Desktop Support Technician III OVERVIEW STA’s Service Desk team provides both remote and field support. The Desktop
Job Source: SOUTHWEST TRANSPLANT ALLIANCEJosey Ranch Pet Hospital
Carrollton, TX, United States
Who we are Vetcor is looking for a Service Desk Technician based in the Dallas, TX area to assist our veterinary practices with network maintenance and troubleshooting. A strong work ethic with a focus on quality, results, and customer satisfaction are key aspects of this position. We are WILD about people that share a love for animals. We are a
Job Source: Josey Ranch Pet HospitalVirtual
Dallas, TX, United States
Vaco is searching for a Service Desk Technician, highly skilled in level 1 and 2 troubleshooting, to join the team of a client. Candidates in this role would be responsible for everything from new hire IT onboarding to troubleshooting and software administration. This is a contract-to-hire position and fully remote. Qualifications 6+ years of ex
Job Source: VirtualPlano, TX, United States
The IT Service Desk Manager is responsible for providing incomparable vision and leadership to a team of technology professionals who are responsible for providing end-user support to multiple customers.
This position is responsible for leading and overseeing all components of the IT Service Desk. It requires strong problem-solving and analytical skills and must ensure both operational stability and end-user satisfaction. Effective communication is a must as the IT Service Desk Manager will be required to interact with all areas of leadership to further refine, optimize, and transform the IT Service Desk’s ongoing services. The IT Service Desk Manager must strive to create a positive work environment, provide mentorship to team members and team leaders, and actively work to create strong business, customer, and employee relations. This position is based in our Plano, TX corporate office.
PRIMARY DUTIES
Manage all operational and daily activities of assigned resources to ensure customers receive effective and timely resolution of all issues in compliance with the Service Level Agreement requirements defined in the contract(s) and based on established company objectives.
Oversee daily volume of tickets generated from each customer; help prioritize contacts across all customers to ensure timely resolution of issues with the highest impact on customers.
Responsible for developing and documenting processes and procedures, particularly in an SLA-driven environment.
Participate in resource management meetings to identify resource requirements across the department and to ensure optimal productivity levels are achieved by all technical resources.
Define internal IT Service Desk performance indicators for quality assurance in support of customer-facing performance indicators and present them to management.
Establish Continual Service Improvement activities, aligned with business objectives, to ensure incremental improvements in operations.
Proactively manage communications pertaining to technical support, operations, changes, outages, and issues in a timely, professional manner.
Regularly communicate service performance levels to key stakeholders, including Executives, Customer Executives, and Operations Leaders.
Serve as the key point of contact for all matters related to the IT Service Desk, including implementation of IT Service Desk strategy and initiatives, customer and/or account team escalations, IT Service Desk reporting, IT Service Desk productivity, and IT Service Desk hours of coverage.
Lead and oversee new customer transition activities, ensuring IT Service Desk requirements for support are gathered, documented, and implemented.
Lead, supervise and mentor Team Leads, assigning duties and preparing and delivering performance reviews.
Manage resources, including sourcing for, hiring, developing, and retaining high-performing staff.
Manage resources to achieve objectives and satisfy customer requirements; promote a cooperative and harmonious working climate conducive to maximum employee morale, productivity, and efficiency/effectiveness.
Responsible for all Human Resource activities relating to the IT Service Desk.
Provide direction in complex problem-solving situations and participate in direct interaction with technical resources when required.
Maintain knowledge of industry trends and future innovations to make proactive recommendations on service enhancements.
Ensures and drives an engaged culture.
Excellent verbal and written communication skills.
Excellent customer service skills.
QUALIFICATIONS & REQUIRED SKILLS
ITIL Foundation or higher certification preferred
Minimum of 3-4 years of service delivery experience in combination with 3 or more years of managing personnel
Experience managing a geographically dispersed, remote workforce with a minimum of 1 year in an outsourcing setting preferred
EDUCATION & CERTIFICATIONS
Bachelor’s degree, preferably in related field
ITIL Foundation or higher certification preferred
ITIL training and/or experience
POSITION LOCATION & WORK SHIFT REQUIREMENTS
Plano, TX (Corporate Office - Hybrid)
Must be flexible to work various shifts and be open to daytime, evenings, weekends, or holidays
Email Alert for IT Service Desk Manager jobs in Plano, TX, United States
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