We are looking for an experienced Help Desk Manager to lead daily support operations and deliver a high-quality IT service experience for end users in The Woodlands, Texas. This role oversees ticket management, team performance, and hands-on support activities while helping maintain reliable access to core systems and user services. The ideal candidate brings strong leadership, sound technical judgment, and a practical approach to improving service desk processes and support outcomes.
Responsibilities:
- Direct day-to-day help desk operations, ensuring support requests are prioritized, assigned, and resolved within established service expectations.
- Guide and support service desk and deskside support staff, providing coaching, performance oversight, and clear direction on incident handling.
- Monitor ticket queues and service metrics to identify trends, remove bottlenecks, and improve overall response and resolution times.
- Oversee user account administration and access-related support activities within Active Directory, including troubleshooting authentication and permission issues.
- Coordinate escalation management for complex technical problems and work closely with internal teams to drive timely resolution.
- Maintain and refine ITSM processes for incidents, requests, and service delivery to strengthen consistency and user satisfaction.
- Provide hands-on assistance with deskside support needs when required, including diagnosing hardware, software, and end-user issues.
- Prepare operational reports and communicate service performance, recurring issues, and improvement opportunities to leadership.
- 7+ years of experience in IT support, including leadership responsibility within a help desk or service desk environment.
- Demonstrated expertise in Active Directory administration and user access support.
- Strong background in service desk management, including ticket workflows, prioritization, and escalation practices.
- Experience working with ITSM tools and service management processes.
- Ability to analyze service desk ticket trends and implement practical improvements to support operations.
- Knowledge of deskside support practices across end-user hardware, software, and troubleshooting scenarios.
- Effective leadership, communication, and organizational skills with the ability to manage multiple priorities.