IT Service Desk Manager

The Houston Texans are in a season of growth and are seeking an individual for the position of IT Service Desk Manager.

Our Texans Teammate Habits:

• Dedication to the team
• Be adaptable
• Passion for work
• Win with integrity
• Own the outcome

The Texans CHARGE

Be Champions in Every Way by Cultivating Excellence and Fearlessly Evolving

Culture: Weattract the best and brightest professionals by nurturing core ideals such as character, hard work, discipline, and teamwork. We reward performances and demand a total commitment to excellence and a will to win in everything that we choose to do.

Basic Function: This position will lead the daily operations of the IT Service Desk to include the management of the IT Support Analysts and continual improvement of IT Service Desk operations. The IT Service Desk Manager is responsible for guiding the design, implementation, and ongoing enhancement of our organization's IT Service Management (ITSM) framework. This individual will build relationships with departments to ensure our IT services are strategically aligned with business objectives, and consistently deliver outstanding customer service to our Texans teammates.

Duties/Responsibilities:

• Manage the daily operations of the service desk, ensuring that all service requests and incidents are resolved in a timely and efficient manner.
• Develops and executes an IT service delivery strategy aligned with organizational goals and long-term business objectives.
• Establishes and monitors Service Level Agreements (SLAs) and metrics to measure service desk performance, including- response time, resolution time, and customer satisfaction.
• Establishes and maintains IT service management practices based on industry frameworks such as ITIL (Information Technology Infrastructure Library) and ITSM (Information Technology Service Management)
• Manages incident, problem, change, and release management processes, resulting in timely resolution and minimal disruption to business operations.
• Ensure that all service desk staff are trained and equipped to provide excellent customer service.
• Develop and maintain strong relationships with key stakeholders across the organization to understand their needs and expectations, and to proactively address service-related concerns.
• Collaborate with other IT functional areas and to facilitate the resolution of complex technical issues and to ensure alignment with organizational goals and objectives.
• Provide direct support for VIP users such as the CEO, President, GM, etc.
• Perform various other tasks that may be assigned from time to time by Director of IT Infrastructure

Subject to reasonable accommodations, position requires routine face-to-face personal interaction with other Club personnel; therefore, job responsibilities must be physically performed in the Club offices and not in a telecommuting manner.

Skills Required:

• Relevant industry certifications (e.g., ITIL,Comptia A+ , etc.).
• Experience building and maintaining ITSM solutions, preferably ServiceNow.
• Experience managing Microsoft products such as MS365 suite of solutions including O365.
• Experience managing Adobe suite of products.
• Experience driving process improvements and fostering collaboration.
• Strong problem-solving skills and a proactive approach to identifying and resolving issues.
• Strategic thinker with the ability to align technology initiatives with business goals.
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholders.
• Ability to work independently with minimal direction to complete personal goals and as a team member in order to accomplish department goals.
• Ability and internal drive to demonstrate a winning attitude and a strong work ethic in the performance of all job responsibilities.

Education/Experience:

• Bachelor’s degree from a four-year accredited college or university preferred.
• High School Diploma required.
• Minimum 3 years managing or leading Service Desk, Help Desk or IT Support teams.

Title: IT Service Desk Manager
FLSA Status: Exempt
Department: Information Technology
Reports to: Director of IT Infrastructure

Please note that while resumes of all candidates will be considered, as a way for the Texans organization to acknowledge and reciprocate the tremendous support given the Team by local fans and the local community in general, qualified candidates with permanent addresses in the Houston metropolitan and surrounding areas will be given first consideration whenever possible.

If your skills and experience match our available position requirements, a Human Resources representative will contact you directly. Due to the volume of resumes received by the Houston Texans, we are unable to provide updates on the status of individual applications.

The Houston Texans organization is an Equal Opportunity Employer. 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.