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Service Desk Manager

Department: Information Technology

Reports to: Vice President, Chief Information Officer

Classification: Full-Time/Exempt


The Houston Astros is seeking an experienced, highly process-driven IT Service Desk Manager to help develop, lead and motivate a high-performance team of Service Desk professionals to deliver excellent technical support with a high degree of customer satisfaction and timeliness. The candidate for this position will have demonstrated experience in IT Support management and will be the primary interface and front-line leader managing the Service Desk. This position requires a proven track record of exceptional customer service skills with a deep understanding of IT support processes and operational efficiency. The Service Desk Manager’s role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance.

Essential Functions & Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Managing a team of Technical Support professionals.
  • Developing a performance measurements framework and facilitating a feedback system to team members on issues such as customer service, communication, and technical skills.
  • Analyzing the performance of Service Desk activities and documented resolutions.
  • Developing and managing Service Level Agreements (SLAs) to establish request and problem resolution expectations and timeframes.
  • Creating and maintaining a Service Desk training program for increased business, customer service and technical knowledge.
  • Developing and demonstrating an understanding of end user and firm needs.
  • Resolving escalated end user issues.
  • Resolving daily issues of a complex scope that impact the firm and overall firm objectives.
  • Developing and updating plans for the support team to handle new application/product releases
  • Assisting in the professional and technical development of team members enabling them to set goals, monitor, mentor, coach, and assist team members to deliver quality support.
  • Assisting the CIO with the preparation and administration of departmental budget and business plans and metrics.
  • Overseeing Incident, Problem, Change and Knowledge management processes.
  • Performs other related duties as assigned.

Education and/or Experience & Skills:


  • Bachelor’s degree in the field of Computer Science and/or 5+ years of equivalent work
  • experience, including Service Desk management, is required.
  • Working knowledge of Microsoft Office 365 administrative tasks including provisioning, permissions, and access modifications.
  • Working knowledge of mobile device management technologies and industry-accepted security policies.
  • Effective interpersonal and communication skills to deal effectively with all kinds of internal customers and external vendors.
  • Effective customer service, leadership, and team motivational skills.
  • Excellent problem solving, diagnosing, and troubleshooting skills.
  • A hands-on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills and a commitment to quality standards.
  • Must have a good sense of judgment and the ability to deal discreetly with confidential information.
  • Ability to always interact well and professionally with all levels and departments.
  • Ability to self-direct, manage multiple priorities, analyze needs, and implement solutions in a high-pressure environment.
  • Strong attention to detail.
  • Must be able to work on site in the Houston office Monday-Friday and be available for on-call rotations as needed.


  • Fluent in Spanish, both written and spoken
  • ITIL V4 and SDI/HDI Managerial certifications
  • Experience configuring service desk software to support ITIL best practices, especially Freshservice.
  • Experience in managing and negotiating complex vendor and services contracts.

Supervisory Responsibility

This position manages all employees of the department and is responsible for the performance management and hiring of the employees within the department.

Work Environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level is usually moderate but can be loud within the stadium environment.

Physical Demands

While performing the duties of this role, the employee is regularly required to talk or hear. Must have the ability to sit or stand for extended periods of time; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close and focused vision. Must have mobility to actively and quickly make visits to end user or device locations as required. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and other computer components. Lifting and transporting of moderately heavy objects, such as computers and peripherals up to 50 lbs.

Position Type and Expected Hours of Work

This is a full-time position, and hours of work and days are Monday through Friday, 8:00 a.m. to 5 p.m. Ability to work a flexible schedule, including extended hours, evenings, weekends, and holidays.


Rare travel may be expected for this position.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.



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Job Details
Date Posted
13 Sept 2023
🇺🇸 Houston, TX, USA
Full Time
Required Experience
5+ years