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. Position Overview for the

Service Desk Manager:

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 for the

Service Desk Manager:

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 What's in it for you? 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. #LI-Onsite By submitting this application, you acknowledge and consent to engage in conversation with a recruiter or virtual recruiter from IDR Inc. and its affiliates, and contracted partners by receiving calls, AI-generated calls, texts, or emails to the contact information provided. Please ensure that the contact information provided is one you are permitted to use and are authorized to receive such messages on. If your contact information changes during the application process, please notify IDR promptly. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can opt-out of receiving communications at any time by saying or replying with "STOP" and "HELP" for help. To view our privacy policy, you may access it here (https://www.idr-inc.com/privacy-policy/).