Technical Service Desk Manager

Texas Systems Group (TXSG), based in Austin TX and founded in 2002, provides Managed Services, Private Cloud Data Center Hosting Services, IT Infrastructure Solutions, and On-Demand IT Support. While we support clients all over Texas, the United States, and international locations, our focus is on the Central Texas market.

Find a Passion, Not a Job

We are highly selective in who we hire. Texas Systems Group hires winners who have a proven track record of excellence in supporting enterprise Information Technology infrastructures. Our employees are passionate about providing the information technology required for our clients to excel. Do you share our passion?

Please, ONLY apply for this position if you are:

• a professional with impeccable integrity
• constantly striving for excellence
• a strong team player
• dedicated to learning, improving, and growing your skills
• humbly confident in your abilities

The right candidate for our Technical Service Desk Manager is first and foremost a people person as well as a business minded technical expert. This role is responsible for managing the activities and responsibilities of the Service Desk team’s delivery of services to clients, escalations, and interaction with others in the organization. As a part of this management, the Service Desk Technical Manager is also responsible for ensuring the quality of service provided and meeting our Service Level Agreements. 

Essential Duties and Responsibilities:

• Manage the daily activities of the service desk team and dispatcher
• Provide technical mentorship and coaching to the Service Desk team
• Possess a strong technical background supporting workstations, servers, and networks
• Improve usage of Service Desk resources and increase productivity of the team
• Perform periodic client follow-ups to verify final resolution and determine satisfaction level
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively
• Understand overall service desk and support objectives, as well as the role and function of each team member
• Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests  
• Drive problem investigation and resolution as required
• Manage the service desk ticket escalation process 
• Improve and maintain process documentation for the Service Desk team

Additional Duties and Responsibilities:

• Identify areas for improvement and make constructive suggestions for change
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships
• Escalate Service Desk issues to the Operations Manager as required
• Communicate escalated issues to clients: keeping them informed of progress, notifying them of outages, etc.
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures 
• Involvement in the design and building of new services
• Conduct performance evaluations and mentor team members
• Develop training programs to develop and refine the skills of the service desk team
• Document internal processes and procedures related to duties and responsibilities
• Responsible for Service Desk team time and expenses being entered into ConnectWise as it occurs
• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry

The requirements listed below are representative of the knowledge, skills, and/or abilities required for this role:

• Must be able to lead by example and demonstrate the highest levels of integrity
• Proven leadership ability to include mentoring, coaching, counseling, and team building skills
• Skill in leading people and getting results with a strong customer service orientation
• Knowledge and experience in help desk environments
• Knowledge of IT applications, processes, software and equipment
• Strong organizational, presentation, and customer service skills
• Skill in defining and documenting standard operating procedures
• Provide training to staff on how to use Standard Operating Procedures to improve Service Level Agreements
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment

Preference will be given to candidates with College Degrees and/or Professional Certifications, such as: PMP, Microsoft MCTS & MCITP, Cisco CCNA, or VMware VCP. Candidates must have a vehicle and driver’s license. The ability to pass criminal and credit back ground checks as well as drug tests is a must.

Hours:

• Primary Hours are 7:30 AM to 4:30 PM or 8:30 PM to 5:30 PM, Monday through Friday
• Required occasionally to work after business hours to include holidays, nights, and weekends
• Required to participate on the on-call rotation schedule

All applications must include a cover letter. Also include a list of your current certifications with year received and salary requirements.