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Job title: IT Service Desk Manager
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Work Location: NRG Stadium – Houston, Texas
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Division/Department: Information Technology
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Reports to: Director of IT Infrastructure
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☒ Full-Time
☐ Part-Time
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☒ Exempt
☐ Non-Exempt
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Essential Job 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.
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Education and/or Work Experience Requirements:
- Education
- 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.
- Work Experience
- 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 Abobe 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.
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Physical Requirements:
- Occasional travel related to job duties and responsibilities.
- Must be able to lift and carry up to 20lbs.
- Must be able to talk, stand, walk, sit, drive, bend, squat, climb, twist and reach as necessary.
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