Website Talent Strategy

Salary: $100-120K/year plus yearly bonus
Type:    Direct hire and hybrid work schedule
Travel:  Weekly to Terrell, Texas, worksite

This IT Service Support Manager is open in Plano, Texas, and requires travel to their Terrell location once a week. Industry is banking, and you would work a hybrid work schedule if three days onsite and two days offsite. You will be responsible directly or through others for designing, developing, documenting and implementation of service support infrastructure and processes based on industry best practices to support a distributed organization. This includes defining desktop engineering practices, implementing, and maintaining a service request system with full integration into other ITIL support processes such-as configuration, change and asset management. Serving as a seasoned subject matter expert, the position will apply leadership and management skills establish collaborative partnership with accountability for executing against the corporate business strategy to achieve organizational goals.

  • Oversees service support operations while ensuring clients are provided efficient and timely first contact support
  • Manages and coordinates support issues and acts as an escalation point for all requests and incidents to minimize the disruption of business due to systems problems
  • Develops and executes the strategy over assigned area and contributes to the overall corporate technology strategy
  • Develops departmental policies and procedures and ensures the team's adherence to these policies and procedures to ensure operational efficiency
  • Manages multiple concurrent work activities of self and others to drive accountability, sets clear goals for the broader team, measures, and reports results
  • Develops metrics and reports required to demonstrate effective management of assigned area of responsibility
  • Manages the team to pre-defined SLAs and OLAs
  • Develops process flow diagrams and other schematics necessary to ensure a complete understanding of the service support environment


  • Bachelor's degree in related. or equivalent combination of coursework and work experience
  • 5 years of progressively responsible and directly related work experience in managing helpdesk operations, including desktop support; knowledge and experience in deploying service support systems such as ServiceNow and RemedyForce
  • Ability to manage service desk and 560 user accounts across 28 locations
  • Ability to manage a staff of six technicians
  • Experience setting and managing KPIs/metrics for the performance of systems and people
  • Office365 troubleshooting
  • Windows 10 administration and troubleshooting
  • Some hardware experience needed, i.e., Lenovo, HP
  • Preferred: HDI Support Center Manager Certification; ITIL Certification


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