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Senior Manager of IT Service Desk

Houtson, TX
Our direct client looking for a Senior Manager of IT Service Desk for a full-time direct hire in downtown Houston Texas 77002. This is a Hybrid Role, min 3 days week Onsite

This position is reports to Vice President, Global Client Service.
 
  • Great Salary range plus up to 20% Bonus and great benefits; Full Time Direct Hire
  • Client location: downtown Houston TX, 77002, close to the Texas Tower
  • Hybrid Role, min 3 days week Onsite
  • Official Title: Senior Manager, US Domestic Service Desk

The Senior Manager, US Domestic Service Desk is responsible for providing technical oversight and guidance to the Service Desk Teams responsible for handling all IT issues that arise with hardware, software, and connectivity for US domestic employees. The role is one of technical leadership, ensuring that the Service Desk Teams provide consistent customer support and problem resolution while maintaining quality standards. This role requires a very high level of technical proficiency and requires an individual with executive presence and strong collaborative relationships with key stakeholders. The individual must be customer-focused, passionate about the end-user experience, enjoys challenging themselves constantly to improve, and empower the end-user community by providing IT knowledge and tools.

OVERVIEW
  • This role will manager 6 – 10 direct hire of level L1, L2, L3– IT Support Service Desk
  • Call load is about 1,000 tickets a week.
  • Standard Hours – 8am to 5pm, but may need to work late for scheduled maintenance, etc.
  • Manage Service Desk ticket resolution through ITSM and Call Center management tools

EXPERIENCE
  • 10+ years of enterprise level Service Desk experience including solid team-leading and people management experience.
  • Min 4 – 5 years of Managing an IT Service Desk
  • Has Manage at least 6 – 10 direct Reports – local and remote employees
  • Has Worked in a Large environment with at least 2,500 employees (The client has 4,500 employees)
  • Manage Service Desk ticket resolution through ITSM and Call Center management tools

EDUCATION
  • Bachelor’s degree in MIS, Computer Science, or other related field preferred.

SKILLS
  • Thorough knowledge of desktop and application virtualization including solutions from Microsoft O365, SharePoint, OneDrive, Box, Print Servers, Manage Engine, Azure VDI, etc.
  • Working knowledge profile management tools, application provisioning and patching tools
  • Comprehensive understanding of Microsoft Active Directory and Azure AD GPOs, OUs, MFA, Application and Security policies
  • Mobile device support for Windows, Android and Apple
  • Working knowledge of Microsoft Office 365 administrative tasks including provisioning, permissions, and access modifications
  • Working knowledge of mobile device management technologies and industry-accepted security policies
  • Strong knowledge of optimization and full utilization of technology-supported, including a solid understanding of technology capabilities and limitations
  • Solid interpersonal and communication skills to deal effectively with all kinds of internal customers and external vendors
  • Effective Customer service, leadership, and team motivational skills
  • Excellent problem solving, diagnosing, and troubleshooting skills
  • A hands-on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills with a commitment to quality standards
  • Experience in managing and negotiating complex vendor and services contracts

RESPONSIBILITIES
  • Leads the US Domestic IT Service Desk operation and continues to drive a customer-centric approach.
  • Provides strong leadership and management for a diverse team, hiring strong team members, training and development, and performance evaluations.
  • Works closely with the VP, Global Client Service to define and implement applicable industry best practice support model to improve client service maturity level and move to a more customer-centric support focus for all IT services.
  • Establishes and manages procedures to ensure effective support coordination between IT Service Desk (tier 1), tier 2, and tier 3 resources.
  • Responsible for the development and delivery of service reporting and trending for management covering all processes, especially request and incident management.
  • Provide expert solutions to customer problems of complex nature to ensure customer satisfaction and productivity.
  • Research, resolve and respond to highly complex questions in accordance with current standards. 
  • Serves as the highest level of escalation for customer problems within the Service Desk Team.
  • Create service level agreements (SLO/SLAs) and key performance metrics. Ensure SLO/SLAs are being met.
  • Implement and maintain IT and customer knowledge base.
  • Develop end-user self-service support documentation.
  • Work with team leaders and service desk staff to assess and implement processes and technologies for enhancing performance.
  • Create and distribute corporate-wide communications to inform employees on critical business impacted services.
  • Establish training materials for internal staff that educate and equip staff to deliver the highest quality customer support experience.
  • Ability to communicate and build strong collaborative relationships with key stakeholders
  • Must quickly and effectively diagnose and resolve technical issues related to PC's, mobile devices, printers, video conferencing, etc
  • Must be able to successfully manage multiple tasks, projects, and responsibilities.
  • Excellent written and verbal communication skills with a particular focus on clearly articulating IT incidents and their solutions so that both end users and technical support staff understand what is being communicated.
  • Ability to apply critical thinking skills in rendering solutions to various technical issues.
  • Ability to independently learn new technology and provide instruction to others.

U.S. citizens and those authorized to work in the U.S. without sponsorship are encouraged to apply

* Eligible Candidates will be subject to drug screening and a background check.


For immediate consideration please submit your resume in Word format, along with daytime contact information. 

LOCAL CANDIDATES ONLY PLEASE unless you are willing to relocate yourself at your own expense. 

Client is unable to provide H-1B Visa sponsorship at this time. All submittals will be treated confidentially.  Selected candidate may be asked to complete a comprehensive background, credit and/or drug screening.  Principals only, no third parties please.

 

 
Atrilogy Solutions Group, Inc. (est. 2000), in partnership with Peak17 Consulting (est. 2008), provides organizations of all sizes with high-quality, cost effective information technology (IT) staffing services. 

Atrilogy has been recognized by Inc. magazine as one of the nation’s fastest-growing, privately held companies. Headquartered in Irvine, California, Atrilogy also has offices in Denver, Phoenix, & Atlanta with satellite offices in Boston, Jersey City, Las Vegas, and Delhi, India.
 
Clients turn to Atrilogy for expertise in:
 
  • IT staffing and placement such as Project Managers, Agile/Scrum Masters, Business Analysts, DBAs, Software Engineers, Mobile Developers (iOS, Android), DevOps, Automation, QA, Systems & Network Engineers, Cyber Security / Information Security Specialists, ERP, CRM, Business Intelligence, Data Warehousing, Big Data and Creative (UI/UX, Web Design)

 Clients turn to Peak17 for expertise in:
 
  • Operational staffing and placement of Accounting/Finance, Human Resources, and Marketing professionals, as well as Information Technology resources.

Atrilogy Solutions Group and Peak17 Consulting are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.
 
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.


#RNF
 

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