Service Desk Manager

  • Location: Houston Area
  • Type: Contract To Hire
  • Job #9779

Position: IT Service Desk Manager

Location: Houston, TX 77056 – Hybrid


  • Manage and lead the internal desktop support and service desk team, operating Monday to Friday from 7 am to 7 pm, and Saturday from 8 am to 5 pm.
  • Align department metrics with company objectives, setting and achieving individual and team performance goals.
  • Proactively identify service trends to reduce ticket volume and address client issues.
  • Oversee InTune Mobile Device Management (MDM) and standardize workstation configuration and management.
  • Automate account onboarding and offboarding using PowerShell or Fresh Service workflows.
  • Collaborate with the Infrastructure team to implement an updated monitoring and alerting system.
  • Work closely with development and infrastructure teams for the seamless transition of new systems and software applications to the service desk for support.
  • Offer comprehensive support for computers, applications, peripherals, eFax, hotspots, and mobile devices.
  • Develop and manage Tier 1 and 2 support processes and documentation, including response to outages and degradations.
  • Provide Tier 1 and 2 support for network, systems, circuits, and phones.
  • Offer technical guidance to staff, troubleshooting client support issues and serving as a technical escalation point when needed.
  • Coordinate training and orientation on new technology for the user base.
  • Lead the selection, hiring, and retention of qualified support team members, ensuring optimal staffing levels in the department.
  • Develop the annual budget for computer system and application replacements, along with asset inventory and procurement.
  • Cultivate relationships with technology and component vendors.

Requirements and Qualifications

  • Experience managing service desk projects, including system rollouts, EDR system upgrades, office moves, and similar projects.
  • Proficiency in Windows operating systems and computer hardware and peripherals.
  • Strong troubleshooting skills for network outages, with a general understanding of networks, WANs, LANs, and VPNs.
  • Experience supporting computer users across multiple locations and time zones.
  • Knowledge of NOC operations is a plus.
  • Familiarity with Windows servers, network infrastructure, and phone systems.
  • Preference for bilingual proficiency in English/Spanish.
  • Excellent interpersonal, communication, and general project management skills.
  • Ability to travel occasionally, with an expectation of less than 10%.



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