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We are seeking a Service Desk Manager to join one of our top clients for an opportunity in Texas. This role involves leading the university’s IT Service Desk team, overseeing day-to-day Tier 1 support operations, and managing staff and vendor relationships within an educational environment.
Position Overview for the Service Desk Manager:
- Leads the university’s IT Service Desk team and manages daily Tier 1 IT support through multiple channels.
- Oversees staff, monitors team performance, and ensures efficient resolution of support requests.
- Manages the third-party call center vendor, SLAs, and process improvement initiatives.
- Oversees ITSM tools, ticketing, reporting, and self-service resources.
- Supports IT projects, budgets, vendors, and cross-functional initiatives.
Requirements for the Service Desk Manager:
- Bachelor’s degree in applicable field or equivalent combination of education and experience
- 3+ years of experience in IT support or service desk management or a related role
- Knowledge of IT Service Management (ITSM) best practices (e.g., ITIL framework)
- ITIL certification or experience implementing ITIL-based processes
- Knowledge of team leadership, collaboration, coaching, mentoring, training, and staff supervision
What’s in it for you?
- Competitive compensation package
- Full Benefits; Medical, Vision, Dental, and more!
- Opportunity to get in with an industry leading organization.
Why IDR?
- 25+ Years of Proven Industry Experience in 4 major markets
- Employee Stock Ownership Program
- Dedicated Engagement Manager who is committed to you and your success.
- Medical, Dental, Vision, and Life Insurance
- ClearlyRated’s Best of Staffing® Client and Talent Award winner 12 years in a row.
#LI-Onsite IDR is an equal opportunity employer. We provide reasonable accommodations for disabled employees and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, criminal history, or any other protected category under applicable federal, state, or local laws. We consider all qualified applicants, including those with criminal histories, in compliance with applicable Fair Chance laws. To comply with civil rights laws, we invite applicants to voluntarily self-identify their race, ethnicity, gender, and veteran status. This information is confidential, optional, and will not affect your application. You may access this form here. Pursuant to pay transparency laws, salary ranges and benefits will be disclosed where required by law. Compensation is based on factors such as experience, skills, and qualifications. If you require a reasonable accommodation during the application or interview process, please contact Human Resources at hr@idr-inc.com