Job Description

Service Desk Manager

Pay: $115000 - $130000 plus bonus, depending on experience

Location: Dallas, TX - onsite 5 days a week

Direct Hire - MUST BE AUTHORIZED TO WORK IN THE UNITED STATES NOW AND IN THE FUTURE WITHOUT ASSISTANCE

We are seeking an experienced Service Desk Manager to lead a high-performing IT service desk team. This leadership role focuses on delivering exceptional customer service, managing technical support operations, and driving continuous improvement. The ideal candidate will have a strong background in service desk management, technical expertise with key tools, and proven success in mentoring and developing teams.

Key Responsibilities:

Leadership and Team Management:

• 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.

Customer Service and Relationship Management:

• 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.

Service Desk Operations and Technical Expertise:

• Manage and optimize service desk workflows using tools such as Google Workspace, Zoom, Slack, Zendesk, Meraki, Okta, and Jamf Pro.
• Must have experience supporting a MAC environment
• Ensure incidents and requests are resolved efficiently within SLA timelines.
• Leverage tools to enhance collaboration and streamline IT support processes.

Continuous Improvement:

• 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.

Knowledge Management and Documentation:

• 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.

Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Experience: 7+ years in IT service desk management or support roles, including 3+ years in leadership.
• Certifications (Preferred): ITIL Foundation, HDI Service Desk Manager, or certifications relevant to the tools used.

Technical Skills:

• 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.

Core Competencies:

• Leadership and Mentorship: Proven ability to lead and develop IT support teams.
• Customer Service: Strong focus on customer satisfaction and effective issue resolution.
• Communication: Excellent written and verbal skills for a customer-facing role.
• Analytical Skills: Skilled in interpreting data to optimize service delivery.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.  

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