Service Desk Manager

About the Role

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.

Responsibilities

• 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

• 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

Benefits

• 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