Service Desk Manager

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 experience3+ years of experience in IT support or service desk management or a related roleKnowledge of IT Service Management (ITSM) best practices (e.g., ITIL framework)ITIL certification or experience implementing ITIL-based processesKnowledge of team leadership, collaboration, coaching, mentoring, training, and staff supervisionWhat's in it for you?Competitive compensation packageFull 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 marketsEmployee Stock Ownership ProgramDedicated Engagement Manager who is committed to you and your success.Medical, Dental, Vision, and Life InsuranceClearlyRated's Best of Staffing® Client and Talent Award winner 12 years in a row.