Service Desk Manager - Plano, TX

DAI is seeking an experienced Service Desk Manager to lead end-user support operations in a fast-paced, business-critical environment. This role is responsible for daily service desk execution, including incident management, service requests, escalations, SLA performance, ticket quality, and end-user satisfaction.

This is a hands-on, on-site leadership role based in Plano, TX. The Service Desk Manager will be expected to work closely with end users, IT leadership, infrastructure, security, HR, Finance, vendors, and business stakeholders to ensure consistent, high-quality service delivery across the organization.

The ideal candidate is a metrics-driven leader with strong IT service management experience and the ability to build scalable processes. A key focus of this role is maturing ITIL-based service management practices, improving the service catalog, strengthening SOPs, and increasing automation for repeatable support requests., * Lead, mentor, and develop a distributed service desk team focused on accountability, responsiveness, and continuous improvement.

• Manage daily service desk operations, including ticket triage, queue management, workload balancing, escalations, and priority handling.
• Serve as the primary escalation point for high-priority or business-impacting issues.
• Ensure timely resolution of incidents and service requests while minimizing business disruption.
• Support performance management, team development, and succession planning.

SLA, KPI & Service Performance Management

• Own SLA definition, tracking, reporting, and continuous improvement across service desk functions.
• Monitor SLA performance and proactively address risks, trends, and recurring service issues.
• Establish and maintain service desk KPIs, including response time, MTTR, first contact resolution, backlog aging, ticket volume, and CSAT.
• Use reporting and data analysis to identify bottlenecks, staffing needs, process gaps, and service improvement opportunities.
• Collaborate with incident response teams on business-impacting events and service restoration efforts.

ITIL Process Maturity, Service Catalog & SOPs

• Lead the development, standardization, and ongoing refinement of the IT service catalog.
• Create, maintain, and improve Standard Operating Procedures to ensure consistent and scalable service delivery.
• Drive adoption and maturity of ITIL processes, including incident, request, problem, change, and knowledge management.
• Improve ticket quality, categorization, documentation, and reporting accuracy.
• Promote knowledge management practices that improve first contact resolution and reduce repeat issues.

Automation & Continuous Improvement

• Identify opportunities to automate repeatable service requests, fulfillment steps, and support tasks.
• Partner with engineering, infrastructure, platform, and security teams to implement automation and self-service capabilities.
• Continuously evaluate tools, workflows, and processes to improve efficiency and reduce manual effort.
• Drive initiatives that improve the end-user support experience.

End-User Support & Service Coordination

• Ensure effective delivery of end-user support services through standardized and scalable processes.
• Oversee onboarding, offboarding, user moves, and related service request workflows.
• Partner with infrastructure and security teams to ensure endpoint standards, access controls, and compliance requirements are met.
• Maintain visibility into asset-related workflows to support accuracy, efficiency, and accountability.

Projects, Stakeholder Engagement & Reporting

• Lead or coordinate service desk support for end-user technology initiatives, including device deployments, business system rollouts, and ERP-related support readiness.
• Partner with IT leadership and business stakeholders to align service performance with business needs.
• Provide regular reporting on service desk metrics, trends, risks, and improvement initiatives.
• Build strong relationships with end users and business teams to ensure a responsive, customer-focused support experience.

Vendor, Compliance & Cross-Functional Partnership

• Work with vendors and technology partners to improve service delivery, automation, and tooling.
• Partner with HR, Finance, Security, Compliance, and other business units to improve processes and reduce inefficiencies.
• Ensure service desk operations align with company policies, security standards, and regulatory requirements.
• Partner with Security and Compliance teams to reduce risks related to user access, endpoint security, and data protection., Success in this role means building and leading a disciplined, scalable, and metrics-driven service desk that consistently meets SLAs and delivers a strong end-user experience. The Service Desk Manager will balance day-to-day operational execution with long-term process improvement, while helping mature service management practices, expand automation, strengthen SOPs, and improve service delivery across the organization.

This role is highly visible and requires a leader who can be present on-site, engage directly with stakeholders, and drive service excellence across the business.

Do you have experience in Team management?, Do you have a Bachelor's degree?, * Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.

• 5+ years of IT support or service desk experience.
• 2+ years of experience leading or managing a service desk, help desk, desktop support, or end-user support team.
• Strong experience managing SLAs, KPIs, service metrics, ticket queues, and escalations in an ITSM environment.
• Solid understanding of ITIL principles and service management processes.
• Experience using ITSM platforms such as ServiceNow, Jira Service Management, or similar tools.
• Strong leadership, communication, problem-solving, and analytical skills.
• Ability to work effectively in a fast-paced, high-volume support environment.
• Strong customer service mindset with the ability to balance urgency, quality, and operational discipline.
• Ability to work full-time on-site at 3100 E Plano Pkwy., Plano, TX 75074.

Preferred Qualifications

• ITIL Foundation certification or higher.
• Experience driving service desk transformation, automation, self-service, or process improvement initiatives.
• Experience supporting multi-site, distributed, or hybrid environments.
• Experience working with MSPs, cloud service providers, systems integrators, or external technology partners.
• Familiarity with reporting dashboards, service analytics, and operational performance reporting., * This is an on-site position (In-house). Do you currently reside within commutable distance to Plano 75074?
• Do you have at least 5 years of IT support/service desk experience, including at least 2 years directly leading or managing a service desk or end-user support team?
• Have you owned or directly managed SLA performance, KPI reporting, ticket queues, escalations, and service desk operational metrics such as MTTR, first contact resolution, backlog aging, or CSAT?
• Do you have hands-on experience working in an ITSM environment using tools such as ServiceNow, Jira Service Management, or a similar platform?
• Have you led or materially contributed to service desk process maturity efforts, such as building SOPs, improving ticket categorization, developing a service catalog, implementing ITIL processes, or automating repeatable support requests?

Pulled from the full job description

• Referral program
• Professional development assistance
• Tuition reimbursement
• Parental leave
• 401(k)
• Health insurance
• Retirement plan, The base salary range for this position is $115,000 to $130,000 annually, depending on experience, qualifications, and business needs. This role is also eligible for a 15% target annual bonus. Bonus eligibility and payout are subject to company policy, individual performance, and business performance., This role is performed primarily in an office environment at 3100 E Plano Pkwy., Plano, TX 75074. The position requires working on-site on a full-time basis. Work typically requires sitting for extended periods of time, using a computer, communicating by phone or video, and occasionally lifting up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Equal Opportunity Employer

Data Analysis Incorporated is an equal opportunity employer. All aspects of employment, including decisions to hire, promote, discipline, or discharge, are 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, sex, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Pay: $115,000.00 - $130,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Data Analysis Incorporated (DAI) is the controlling entity of the O'Neil family of businesses. DAI and its subsidiaries operate across a diverse group of industries worldwide, including global equity markets, health care, financial services, digital news, and insurance. Our global footprint allows our teams to respond to customer and business needs in a timely, efficient, and innovative way. We are committed to using technology to drive growth, improve operations, and support the success of our businesses. Integrity is central to who we are and how we work. If you are a service-oriented IT leader who values accountability, continuous improvement, and high-quality support, we encourage you to apply.