Service Desk Manager, Plano (On-Site)

Service Desk Manager, Plano (On-Site)

Data Analysis Incorporated (DAI) is the controlling entity of the O'Neil family of businesses. DAI and its subsidiaries operate in diverse industries worldwide, including global equity markets, health care, financial services, digital news, and insurance. Our global footprint allows our teams to be responsive to customer needs in a timely and efficient manner. We are dedicated to using technology and innovation to bring change and growth to our businesses. We believe in a dynamic workplace, creating engaging, informative products and services that help our customers succeed. Integrity is an essential characteristic for our firms and our associates; if this describes you, please apply!

The Service Desk Manager leads end-user support operations in a fast-paced environment where responsiveness, SLA performance, and service quality are critical to the business. This role is responsible for day-to-day service desk execution across incidents, service requests, and escalations, while driving the maturity of ITIL-based service management practices. A key focus of this role is building a scalable, metrics-driven service organization through strong SLA management, a well-defined service catalog, and increased automation of repeatable requests. This role will serve as cross-functional role leading all aspects of support and service delivery across the entire organization.

Duties and Responsibilities

• Service Desk Leadership & Operations
• Lead, mentor, and develop a distributed service desk team, driving a culture of accountability, responsiveness, and continuous improvement
• Manage daily operations including ticket triage, queue management, workload balancing, and priority handling in a high-volume environment
• Serve as the primary escalation point for high-priority or business-impacting issues, ensuring timely resolution and minimal disruption
• Oversee performance management, career development, and succession planning within the team
• SLA & Service Management
• Own SLA definition, tracking, reporting, and continuous improvement across all service desk functions
• Proactively identify SLA risks and drive corrective actions to ensure consistent service performance
• Establish and operationalize KPIs such as response time, MTTR, first contact resolution, backlog aging, and CSAT
• Use data and trends to identify bottlenecks, staffing gaps, and service improvement opportunities
• Collaborate with incident response team
• Service Catalog, SOPs & ITIL Process Maturity
• Lead the development, standardization, and ongoing refinement of the IT service catalog
• Establish, maintain, and improve Standard Operating Procedures (SOPs) to ensure consistency, quality, and scalability of service delivery
• Drive adoption and maturity of ITIL processes including incident, request, problem, change, and knowledge management
• Ensure consistent ticket quality, categorization, and documentation to support reporting and continuous improvement
• Automation & Continuous Improvement
• Identify and implement opportunities to automate repeatable service requests and support tasks
• Partner with engineering and platform teams to implement automation and self-service capabilities
• Continuously evaluate tools and processes to improve efficiency, reduce manual effort, and enhance user experience
• End-User Support & Service Coordination
• Ensure effective delivery of end-user support services through standardized, scalable processes
• Oversee coordination of onboarding, offboarding, and user moves to ensure timely fulfillment of requests
• Partner with infrastructure and security teams to ensure endpoint standards and compliance requirements are met
• Maintain visibility into asset-related workflows to ensure accuracy and efficiency in service delivery
• Project & Initiative Support
• Provide leadership or coordination for end-user related initiatives (e.g., large-scale device deployments, ERP-related support readiness)
• Ensure clear ownership, prioritization, and execution of initiatives that impact service desk operations
• Stakeholder Engagement & Reporting
• Partner with IT leadership and business stakeholders to align service performance with business needs
• Provide regular reporting on service metrics, trends, and improvement initiatives
• Build strong relationships with end users to ensure a high-quality support experience
• Vendor & Cross-Functional Partnership
• Work with vendors and technology partners to improve service delivery, drive automation, and optimize tooling
• Partner with HR, Finance, Security, and other business units to improve processes, reduce inefficiencies, and support business operations
• Compliance & Risk Management
• Ensure service desk operations align with company policies, security standards, and regulatory requirements
• Partner with Security and Compliance teams to mitigate risks related to user access, endpoint security, and data protection

Qualifications & Requirements

Required Education, Experience, Certification/Licensure

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
• 5+ years of IT support/service desk experience, including 2+ years in a leadership role
• Strong experience managing SLAs, KPIs, and service performance in an ITSM environment
• Solid understanding of ITIL principles and service management processes
• Experience with ITSM tools such as ServiceNow, Jira Service Management, or similar
• Strong leadership, communication, and analytical skills

Preferred Qualifications

• ITIL certification (Foundation or higher)

Working Conditions

• Must be able to perform the essential job duties
• Work is performed primarily in an office environment
• Typically requires the ability to sit for extended periods of time (66%+ each work day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds

Equal Opportunity Employer

Data Analysis Inc is an equal opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.