Service Desk Manager Job at Quantum World Technologies Inc., Dallas, TX

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  • Quantum World Technologies Inc.
  • Dallas, TX

Job Description

Job Title: Service Manager – Service Desk/ IT Manager/Service Desk Manager

Location: Dallas, TX (Onsite)

Key Responsibilities:

Governance & Compliance

  • 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.

Technology & Innovation

  • Own Service Desk tools, ticketing systems, and integrations.
  • Call Management System: Own and manage the call management platform, including configuration changes and enhancements.
  • Identify and implement automation/self-service opportunities.
  • Lead Shift-Left/Shift-Right initiatives to reduce ticket volume and improve proactive support.
  • Plan and coordinate tool upgrades and integrations.

ITSM & Process Excellence

  • Drive ITSM process governance for Incident, Request, Problem, and Change Management.
  • Conduct regular reviews and improvements in Knowledge Management processes.
  • Analyze operational data and provide recommendations for process improvement and trend-based actions.

Business Continuity

  • Plan, execute, and document DR drills; 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 & Vendor Management

  • Manage Service Desk operational budget and cost optimization.
  • Govern vendor SLAs, contracts, and performance reviews (QBRs).

Workplace Expectations

  • Mandatory 5 days in office presence.
  • Available for escalations during off-hours and weekends when required.

Strategic Alignment

  • Drive continuous improvement and process maturity.
  • Collaborate with EUC, Security, Network, and Application teams for seamless service delivery.
  • Ensure Service Desk readiness for change management and releases impacting end-user services.

Qualifications

  • Education: Bachelor’s degree in IT or equivalent experience.
  • Experience: 12–15 years in IT with proven Service Desk leadership experience.
  • Certifications: ITIL preferred; Microsoft/VDI certifications a plus.
  • Skills: Strong ITSM knowledge, KPI management, stakeholder communication, and crisis handling.

KPIs

  • All contractual Service Desk SLAs including First Contact Resolution (FCR), Mean Time to Resolve (MTTR), Customer Satisfaction (CSAT), Abandon Rate, etc.
  • Knowledge base utilization and improvement metrics.
  • Compliance and audit readiness scores.

Job Tags

Permanent employment, Work at office, Shift work, Weekend work,

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