IT Service Center Manager

About the role

• Job Title: IT Service Center Manager
• Location: Houston, TX (5 days onsite)
• Reports To: Senior Manager, IT End User Services
• Employment Type: Full time

Role Overview

Manages and coordinates IT Service Desk technicians and activities of IT Service Desk Technicians/Representatives engaged in assisting computer users with hardware and software questions and problems to develop or modify complex and difficult information systems.

Key Responsibilities

• Manage the environment responsible for processing of incoming support requests via managed platforms to ensure courteous and effective resolution of end user issues.
• Coordinates problems with appropriate technical, professional, and service personnel, along with users who reported the problem.
• Provide escalated-tier support to end users for managed environments, managed applications, and managed solutions.
• Monitor, review, and recommend system modifications to reduce user problems and optimize workflows to improve user IT experiences.
• Research and remain knowledgeable of technical advancements in IT Service Desk.
• Ensure the timely process through which problems are controlled including problem recognition, research, isolation, resolution, and follow-up steps.
• May be responsible for leading, directing, training in the technical complexities of system development and for developing others assigned to assist in accomplishing project goals.
• Plan, conduct, and supervise assignments, review and evaluate project results.
• Recommend changes in projects, assignments, and procedures.

• Evaluate the performance of direct reports, provide feedback, and implement strategies for improvements.
• Serve as key stakeholder for all End User Lifecycle systems and processes.
• Serve as principal authority for onboarding schedules and procedures.

Key Competencies

• Planning
• Develop work plans, establish timelines, and set goals for assigned work unit.
• Assign resources as needed ensuring coverage for all hours of operation.
• Meet commitments on deadlines.
• Communication
• Communicate team or group results to management and make appropriate recommendations.
• Prepare written and verbal presentations to convey information.
• Facilitate face to face in-person support for walk-up engagements in an interrupt driven environment.
• Cost Management
• Drive improvement in existing business processes and assist in the identification and implementation of new processes.
• Assist in development and is accountable for budget for work unit.
• Work within financial objectives set by management.
• Business Controls and Policies
• Comply with all corporate policies and procedures.
• Identify control objectives for designated function and implement cost-effective controls designed to meet those objectives.
• Test controls to determine if they are performing as intended.
• People Management
• Has full HR responsibility for direct reports including making hiring decisions, training, coordinating work, establishing standards, reviewing work, conducting performance appraisals, and providing coaching or counseling.

What You Bring

• Education:
• Minimum 4 Year / Bachelors Degree in Computer Science, a related field, or the equivalent education and/or experience
• Experience:
• 6 Years of relevant and progressive experience in providing IT end-user support and hardware/software services
• 3 years of leadership experience
• Planning, setting, and tracking of team and individual goals and objectives.
• Possess and have ability to apply broad knowledge of principles, practices, and procedures.
• Excellent written and verbal communications skills with an emphasis on confidentiality, tact, and diplomacy
• Exceptional organizational and analytical skills; demonstrated ability to manage multiple tasks simultaneously
• Knowledgeable of industry changes, legal updates, and technical developments related to applicable area of the Company's business to proactively respond to changing business environment
• Budgeting and Financial Management: Responsible for managing budgets, allocating resources, and controlling costs within the department.
• Certifications:
• ITIL Foundation (Required)
• ITIL Service Management (Required)

• Travel (if required/needed)
• Occasional travel (up to 10% of time)

What We Offer

• Competitive salary and comprehensive medical, vision, and dental benefit package, with eligibility beginning on your date of hire
• Strong learning culture with ongoing development opportunities
• Basic life and disability insurance
• 401(k) plan with 6% company match
• 20 days of PTO, two floating holidays, approximately 11 paid holidays, and volunteer time off
• Paid parental leave
• An opportunity to do meaningful work and love what you do