IT Service Desk Manager

Overview

Service Desk Manager

Hands on position - Will also assist with tickets

Must be commutable to Plano, TX

Summary: The IT Service Desk Manager is responsible for managing Reliant Rehabilitation's technical support team and overseeing the delivery of IT support services to both field-based and corporate office Team Members. This role ensures service requests and incidents are handled efficiently and professionally through the support portal, email, and voicemail channels. The IT Service Desk Manager provides hands-on leadership and direct technical support when needed, ensuring quality service delivery, proper ticket handling, and thorough documentation. This role also serves as an escalation point for complex or urgent issues. The position requires a balance of management capabilities and technical expertise to ensure the IT support team consistently meets service expectations and business needs.

Responsibilities

The essential duties and responsibilities include, but are not limited to, the following:

• Manage and lead the IT Service Desk team, providing day-to-day oversight, coaching, and performance management

• Ensure service requests and incidents are prioritized, assigned, and resolved in accordance with established SLAs

• Monitor ticket queues to ensure timely responses, accurate documentation, and proper resolution of issues

• Provide direct technical support for escalated, high-priority, or complex incidents as needed

• Serve as the primary escalation point for unresolved service desk issues and urgent incidents

• Coordinate, manage, and hold external IT support vendors accountable to service expectations and SLAs

• Maintain high-quality ticket documentation and knowledge base articles

• Develop, implement, and maintain service desk processes, procedures, and standards

• Collaborate with other IT teams and business stakeholders to resolve cross-functional issues

• Analyze service desk metrics and reports to identify trends, improve performance, and enhance service delivery

• Support onboarding and on-going training of new service desk staff, ensuring technical and customer service standards are met

• Communicate service outages, updates, and resolutions effectively to end users and leadership

• Ensure customer satisfaction by promoting a service-oriented mindset within the IT support team

• Assist with IT projects and initiatives as assigned

• Must conduct self in an ethical, legal and responsible manner at all times

• Attends all mandatory meetings, trainings, and assignments as delegated

• Perform other duties and responsibilities as assigned

• Must adhere to the policies, principles, and guidance within the Employee Handbook and Code of Business Conduct

Qualifications

Qualifications and Skills:

• 2-year associate degree, Technical Certifications, or equivalent Experience. (4-year degree preferred)

• 2+ years' experience managing an IT Service Desk or technical support team

• Proven experience managing ticket queues, escalations, and service-level agreements (SLAs)

• Hands-on technical experience supporting end-user systems, applications, and hardware

• Ability to provide technical leadership and act as an escalation point for complex or urgent issues

• Ability to manage multiple priorities in a fast-paced environment

• Strong customer service orientation with attention to detail

• Strong written and verbal communication skills