Information Technology Service Desk Manager

3 weeks ago


San Antonio, United States Randstad Digital Americas Full time

We're looking for an experienced leader to join us in continuing to build our services in a fast-paced environment. If you are team-oriented, a visionary, and excited to usher in the new era of technology and services, this is the place for you


Title: IT Service Delivery Manager

Location: San Antonio, TX (Onsite full time)

Duration: Open ended/ No end date

Shift: -M-F 8 AM-5 PM Central


Job Duties -

• Ensure the effective delivery of solution-based services, which are assigned to them:

• Performs Business Management role for specific engagement

• Manages client’s expectations

• Regularly participates and assist in the preparation for formal Quality review meeting with client (monthly)

• Provides information relevant to – Continuous / Quality Improvement milestones, obtains acceptance of adjustments, with client and Delivery Director

• Manages service projects and implementations as requested

• Performs standard timesheet review and processing

• Identify and escalate to the Delivery Director, future business opportunities, within existing engagements

• Discusses key issues and provides mentorship and coaching to engagement team to resolve both engagement specific and professional issues

• Full understanding of all Service Level Agreement/Objectives defined within the SOW, resolves issues if found, and escalates priority issues

• Reviews significant deliverable, which are linked to contractual liabilities and/or likely to have an impact on client perceptions, or services

• Responsible for keeping costs within outlined budget, identify areas for greater efficiencies

• Responsible for managing non billable OT and Cost of Service Desk. Required frequency may vary weekly, monthly, quarterly, etc. Identify any report any influx of possible decrease or increase in cost or revenue.

• Evaluate departmental procedures with regards to customer service and productivity issues

• Take appropriate action to identify deficiencies and make recommendations for improvement so that department standards and objectives are achieved. Ensure that these initiatives are carried out by all staff

• Develop and utilize reports to identify, develop, and implement standard processes and procedures to ensure world-class customer service is delivered

• Utilization of appropriate interpersonal styles and methods in guiding staff members toward the appropriate engagement goals and objectives.

• Counsel employees on company policy and procedures and take corrective actions, including imposing discipline when appropriate

• Conduct new employee site orientation and participate in ongoing training of employees.

• Interview, evaluate and make employment recommendations on the hiring of site employees as per company guidelines.

• Recommend final decisions regarding discipline and termination of all engagement staff assigned

• Escalates personnel conflicts to HR and Delivery Director

• Other duties as assigned

Job Requirements

• BS/BA degree

• 5+ years of previous Help Desk/Service Desk management

• ITIL or Six Sigma Experience/Certifications

• HDI Best Practices



  • San Antonio, United States Apex Systems Full time

    Title: IT Manager, Enterprise OperationsLocation: 100% Onsite in San Antonio, TXSchedule: M-F standardClient Industry: Oil & GasThis IT Manager position within the Midstream IT department will have responsibility for the Midstream IT Architectural program team. This role will be responsible for supporting solution and technical architects in both the IT...


  • San Antonio, United States SMS Data Products Group Full time

    Overview Our Cryptologic & Cyber Systems Division (CCSD) contract is in need of a Senior Service Desk Technician.  The responsibilities include technical support assistance, service request management, remote desktop management, self-help tools, Hardware (HW) and Software (SW) direct service desk support.  This position is on-site at Lackland AFB and...


  • San Antonio, United States SMS Data Products Group Full time

    Overview Our Cryptologic & Cyber Systems Division (CCSD) contract is in need of a Senior Service Desk Technician.  The responsibilities include technical support assistance, service request management, remote desktop management, self-help tools, Hardware (HW) and Software (SW) direct service desk support.  This position is on-site at Lackland AFB and...


  • San Antonio, United States Altium Limited Full time

    Overview: The Service Manager Technologies manages and assists in all Low Voltage evolutions across all Alterman's operational departments. Conduct will always be ethical and professional to ensure maximum total company profitability, as well as achieving exceptional overall group performance and maximum customer satisfaction. Manages smaller to mid-size...


  • San Antonio, United States Rx Technology Full time

    Job DescriptionJob DescriptionLooking for a new opportunity with a company that promotes growth from within? Are you open to new challenges and looking to make a difference in your work environment? Rx Technology is a growing IT company located in the heart of Texas with clients across the country and internationally looking for employees that want to make a...


  • San Diego, United States Dynamic Solutions Technology LLC Full time

    Dynamic Solutions Technology, LLC , a premier strategic services firm that meets IT and Service needs for commercial and government clients. We are is seeking full-time Information Technology Administrators to support contract work out of San Diego, CA. Responsibilities: Install, configure, and maintain an organization's local area network (LAN), wide area...


  • San Diego, United States Dynamic Solutions Technology LLC Full time

    Dynamic Solutions Technology, LLC, a premier strategic services firm that meets IT and Service needs for commercial and government clients. We are is seeking full-time Information Technology Administrators to support contract work out of San Diego, CA. Responsibilities: Install, configure, and maintain an organization's local area network (LAN), wide area...


  • San Diego, United States Dynamic Solutions Technology LLC Full time

    Job DescriptionJob DescriptionDynamic Solutions Technology, LLC, a premier strategic services firm that meets IT and Service needs for commercial and government clients. We are is seeking full-time Information Technology Administrators to support contract work out of San Diego, CA.Responsibilities:Install, configure, and maintain an organization's local...


  • San Mateo, United States Bailard Full time

    Job DescriptionJob DescriptionFounded in 1969, Bailard, Inc. is a values-driven, independent asset and wealth management firm. Built by entrepreneurs and majority employee-owned, the firm attracts and retains talented individuals with intellectual curiosity, a passion for excellence, and a capacity for independent thought by maintaining a high-trust culture...

  • Help Desk Manager

    3 days ago


    San Diego, United States Road Runner Sports Full time

    Join Road Runner Sports as our next **Help Desk Manager **and use your talents to support our team and their IT needs! In this role you lead the Service Desk team, providing first-level hardware, software, networking, and telecom support to internal customers. You will advise on critical department projects and expand the overall service desk capabilities....


  • San Antonio, United States Construction Equipment Manufacturer Full time

    Job DescriptionJob DescriptionIT Manager Objective:The IT Manager’s primary responsibilities will be to oversee all IT systems and respond to all employee IT issues.  This includes managing the ERP rollout as the primary contact with the third party as well as hardware and software support and maintenance as needed. The Manager will oversee all...


  • San Antonio, United States Texas Department of Aging & Disability Services Full time

    Job Description: Information Technology Support Specialist V performs highly complex (journey-level) computer systems analysis work for Regional and State IT operations in a network environment. Work involves planning and analyzing user requirements, procedures, and problems to automate processing or to improve existing systems. Work involves technical...


  • San Antonio, United States Pit Crew Technologies LLC Full time

    Job DescriptionJob DescriptionWe are a technology solutions company providing IT support to our growing customer base of small and medium businesses in the San Antonio area. We are looking to add an entry level IT Support Technician to our team. This is a full time position primarily providing support to our clients that may request support via phone, email,...


  • San Mateo, CA, United States Sony Interactive Entertainment America Full time

    Why PlayStation?PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation5, PlayStation4, PlayStationVR, PlayStationPlus, acclaimed PlayStation software titles from PlayStation Studios,...


  • San Antonio, United States Apex Systems Full time

    Title: IT Administrator Type: 6-12 month contract (Likely to Convert FTE) Schedule: M-F Core Hours Location: Hybrid in San Antonio, TX off Hwy 151Compensation: $22-24/hr. Interview: One Round Onsite IV Next week *If interested and qualified, please reach out to the technical recruiter, Nicole, at nrosipal@apexsystem.comRequirements/ Day to Day...


  • San Antonio, United States Apex Systems Full time

    Title: IT Administrator Type: 6-12 month contract (Likely to Convert FTE) Schedule: M-F Core Hours Location: Hybrid in San Antonio, TX off Hwy 151Compensation: $22-24/hr. Interview: One Round Onsite IV Next week *If interested and qualified, please reach out to the technical recruiter, Nicole, at nrosipal@apexsystem.comRequirements/ Day to Day...


  • San Antonio, United States Cherokee Federal Full time

    Help Desk Support Service Specialist Intermediate This position requires an active Secret clearance or the ability to obtain a Secret clearance to be considered. The service desk will provide first line support (tier I and tier II support) to the end users that will include recording, troubleshooting, and providing solutions to end-user IT related issues...


  • San Antonio, United States Texas Department of Aging & Disability Services Full time

    Job Description: The Information Technology Systems Support Specialist II Performs 1st level complex computer systems support work. The job of the ITSSS II work involves providing deskside/onsite customer support for agency information technology systems and operating connected office equipment in a Local, and Wide Area network environment. Follows all...


  • San Diego, United States TribolaTech Inc Full time

    Manage and optimize the delivery of IT services to meet agreed-upon SLAs and KPIsMonitor the performance of IT services, identify areas for improvement, and implement necessary changesDevelop, negotiate, and maintain service-level agreements (SLAs) with internal and external stakeholdersEnsure compliance with SLAs and take corrective actions as neededLead...


  • San Diego, United States TribolaTech Inc Full time

    Manage and optimize the delivery of IT services to meet agreed-upon SLAs and KPIsMonitor the performance of IT services, identify areas for improvement, and implement necessary changesDevelop, negotiate, and maintain service-level agreements (SLAs) with internal and external stakeholdersEnsure compliance with SLAs and take corrective actions as neededLead...