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Service Desk Manager in Dallas, TX at MDI Group

Date Posted: 2/7/2019

Job Snapshot

  • Employee Type:
  • Location:
    Dallas, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Service Desk Manager
Direct Hire
Dallas, TX

The IT Service Desk Manager is a servant leadership position within IT Operations that requires active management of the Service Desk associates, IT Operations of the company’s North Texas platform, and the corporate Service Management solution. Additionally, the Service Desk Manager serves as the primary representative and escalation point for the IT Operations department.

This leader ensures the department consistently provides excellent support by managing the
performance of the company’s IT support services. Moreover, the Service Desk Manager supervises
members of the IT Service Desk Support team to maximize the support team’s ability to consistently
and accurately provide effective support to the customer base comprised of corporate office, remote,
and clinical associates. The leader administers the company’s Service Management solution from both a
technical and business development perspective.
In addition to Service Desk responsibilities, the Service Desk Manager is responsible for daily IT
operations of the North Texas Managed Services Office as well as Dallas-area remote sites. The
leader must build and maintain working relationships with local management to identify and address
IT-related challenges. Excellent communication and analytical skills are required to effectively lead
and support the company.

What You Will Be Doing:

  • Manage all aspects of the IT Service Desk team
  • Leveraging ITIL methodology, continually refine and improve the company’s IT Incident and Problem
  • Management strategy
  • Own and properly execute on assigned projects and tasks within the IT Operations team
  • Administer all aspects of the company’s Service Management solution
  • Regularly maintain and present performance and health metrics to the IT management team
  • Other duties as assigned by management

Must Haves:

  • Proficient knowledge of the ITIL Incident and Problem Management methodologies
  • Proficient knowledge of enterprise Service Management solutions (e.g. IT360, Altiris, SCCM,
  • ServiceNow, Remedy, Zendesk)
  • Continually demonstrate the ability to enhance the end user support experience
  • Proficient knowledge of Microsoft applications (e.g. Office Suite, Dynamics, o365)
  • Familiarity with operational and capital expense management
  • Proficient knowledge of mobile devices (e.g. iOS and Android devices, cellular data cards)
  • Intermediate knowledge of enterprise mobile device management platforms and controls (e.g.
  • Apple DEP, AirWatch, MobileIron)
  • Strong interpersonal, communication, documentation, and process improvement skills
  • Demonstrate ability to learn and support new applications and technologies
  • Relentless focus on providing a high degree of service by taking ownership of various projects, tasks, and incidents
  • Demonstrate the ability to complete initiatives and projects on time
  • Bachelor’s degree preferred
  • Project Management Certification or credits a plus, but not required
  • Three or more years in a leadership support role
  • Two or more years administering a Service Management and / or an Incident Management solution
  • Requires prolonged sitting, some bending, stooping, and stretching
  • Must own sufficient eye-hand coordination / manual dexterity to operate a keyboard, photocopier, telephone, calculator, and other office equipment
  • Required normal range of hearing and eyesight to record, prepare, and communicate appropriate reports and evaluations.
  • Requires lifting papers and boxes weighing up to 35 pounds occasionally
  • Requires dexterity to type at least 35 wpm.
  • Work performed in office environment
  • Involves frequent contact with professional staff and managed care organizations
  • Work may be stressful at times
  • Interaction with others is frequent and often disruptive


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