Role: Service Manager – Service Desk Location: Dallas, TX (Onsite) Duration: Contract Job Descripiton: We are seeking a seasoned Service Manager – Service Desk to lead end-to-end Service Desk operations, ensuring exceptional customer experience, SLA compliance, and operational excellence. This role demands strong leadership, ITIL/ITSM governance expertise, and strategic vision to drive Shift-Left and Shift-Right initiatives, automation, and continuous improvement. The position also includes Disaster Recovery (DR) planning and execution, major incident management, and cross-functional collaboration. • Ensure Service Desk processes meet internal and external audit requirements. • Enforce security, compliance, and data privacy standards across all Service Desk activities. • Maintain compliance reporting and audit trails for ITSM processes. People initiate DR actions during outages. • Act as Incident Manager during critical outages, including stakeholder communication. • Drive root cause analysis and permanent fixes for recurring issues. Customer Experience • Own CSAT metrics and remediation plans. • Prepare and present dashboards and service reviews to leadership. • Ensure proactive communication during major incidents and outages. Financial Microsoft/VDI certifications a plus. • Skills: Strong ITSM knowledge, KPI management, stakeholder communication, and crisis handling.
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