Job Description

Are you a Service Desk Manager in search of your next opportunity? BCT is in search of a Service Desk Manager in Irving, TX to oversee the daily operations of the Service Desk team, ensuring efficient and effective technical support for all users. This onsite position requires strong leadership skills, a deep understanding of IT service management, and a commitment to providing excellent customer service.

SALARY OFFERED : Up to $130K based on candidates' experience

WHAT CAN BCT OFFER YOU:

• Market-leading medical, dental and vision plans available to all eligible Team Members
• Company-paid basic life and accidental death and dismemberment (AD&D) plans
• 401k plan with company match
• Company-paid employee assistance program
• Paid Time Off
• And more!

RESPONSIBILITIES:

• Support the IT Operations function with its primary goals of run, maintain, and sustain.
• Oversee the daily operations of the Service Desk team, ensuring efficient and effective technical support, and acting as an escalation point for all requests and incidents.
• Manage ticket escalations and resolve any technical issues, oversee requests, incidents, and problems, and coordinate urgent and complicated support issues.
• Develop and maintain Service Desk processes and procedures, ensuring that they align with industry best practices and meet the needs of the business.
• Establish Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for the Service Desk function and ensure that they are regularly measured and reported.
• Monitor and analyze Service Desk performance metrics to ensure high levels of customer satisfaction, areas for improvement, and recommend changes to processes, procedures, and technology.
• Manage compliance with legal and regulatory requirements such as SOX.
• Oversee IT Service Desk Budget.

QUALIFICATIONS:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Demonstrated experience in a Service Desk or IT support role with at least 3-5 years in a supervisory or management position.
• 10+ years of relevant work experience on multiple IT platforms.
• Relevant certifications such as ITIL, HDI, or similar are a plus.
• Strong knowledge of IT service management frameworks (e.g., ITIL).

Apply now! CP # 8450

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