> Markdown version of [/jobs/ext/4343410-service-desk-manager](https://www.wearedevelopers.com/jobs/ext/4343410-service-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Service Desk Manager

- **Company:** IDR, Inc.
- **Location:** Stephenville, TX, United States
- **Experience:** Experienced
- **Contract:** Contract
- **Skills:** Business Process Modeling, Issue Tracking Systems, Information Technology Operations, Servicenow
- **Published:** October 26, 2026
- **Apply:** https://www.dice.com/job-detail/4850526b-e071-4b4b-9079-f75f710e1f19

## About the Role

* Bachelor's degree in a related field or equivalent professional experience.
 * 3+ years of experience in IT support, service desk management, or a related leadership role.
 * Strong understanding of IT Service Management (ITSM) principles and ITIL best practices.
 * ITIL certification or hands-on experience implementing ITIL-based processes.
 * Proven experience supervising, mentoring, and developing technical support teams.
 * Experience managing service desk performance, ticketing systems, SLAs, and escalations.
 * Strong communication, problem-solving, and customer service skills., * Experience supporting IT operations in higher education or a university environment.
 * Experience managing student workers or part-time technical support staff.
 * Familiarity with TeamDynamix, ServiceNow, or similar ITSM platforms.
 * Experience overseeing outsourced service desk or call center vendors.

## Description

Contract to Perm opening for a Service Desk Manager to lead daily IT support operations, manage a team of service desk professionals, and ensure high-quality technical support across a large organization. This role oversees Tier 1 support, third-party call center operations, ITSM processes, and service delivery performance while driving continuous improvement and customer satisfaction., * Lead daily IT Service Desk operations across phone, walk-in, and online support channels.

 * Manage, coach, and develop service desk technicians and support staff.
 * Oversee third-party call center vendors, service-level agreements (SLAs), and performance metrics.
 * Monitor KPIs, ticket resolution times, and customer satisfaction to improve service delivery.
 * Manage ITSM platforms, ticketing workflows, reporting, and self-service resources.
 * Resolve escalated support issues and collaborate with Tier 2/3 technical teams.
 * Develop training programs, onboarding procedures, and support documentation.
 * Identify opportunities to streamline processes and improve operational efficiency.