Service Desk Engineer II (The Woodlands - Hybrid)

About the role

The Service Desk Engineer II oversees a comprehensive range of responsibilities to ensure efficient transition and onboarding of new builds and clients, as well as offboarding and project management for system refreshes.

Responsibilities

• Act as the main point of contact (POC) for clients, coordinating the onboarding process.
• Manage project buildouts, oversee the use of project management tools like NetSuite, and facilitate coordination among subcontractors, third-party vendors, and both field and remote migration resources.
• Perform a thorough 90-day review for each client to ensure all services meet the expected standards and requirements.
• Coordinate and manage Building Systems Refresh Projects and Brand Initiative Projects, requiring keen oversight on Salesforce queue management, opportunity assessment, and the orchestration of quotes with Sales Representatives and Engineers.
• Manage the annual CAPEX/OPEX budget creation and client reviews, involving direct communication with clients to confirm project specifications, and ensuring the accuracy of provided quotes.

Qualifications

• At least 2 years of experience in IT managed services/help desk, preferably in the hospitality industry.
• Experience with project managing variety of IT products and recurring services.
• Experience in managing third party vendors, contractors, and timelines.
• A strong interest in project management.
• Advanced computer skills and in-depth knowledge of different operating systems, network administration and service desk administration.
• Project management and leadership skills for managing projects and the teams involved with them.
• Strong written and verbal communication skills to coordinate with team members and management and explain technical issues.
• Analytical and problem-solving skills to handle any issues that occur during project completion.
• Organization and time management skills to keep projects on track and within budget.
• Excellent resource planning and task scheduling skills.
• Flexibility for up to 20% travel.
• Positive and committed initiative-taker, structured, goal-oriented.
• Ability to work one week on call per month to support critical issues (6 pm – 6 am CT Monday to Friday, Saturday/Sunday all day).