Quantum World Technologies Inc.
Service Desk Manager (Dallas)
Quantum World Technologies Inc., Dallas, Texas, United States, 75215
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 & Culture
Maintain adequate staffing for peak loads, holidays, and on-call rotations. Drive continuous skill development (technical and soft skills). Handle performance management, including underperformance and disciplinary actions. Ensure daily reporting and analysis of past 24-hour performance. Forecast ticket volumes and plan resource capacity.
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). Education: Bachelors degree in IT or equivalent experience. Experience: 1215 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.
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 & Culture
Maintain adequate staffing for peak loads, holidays, and on-call rotations. Drive continuous skill development (technical and soft skills). Handle performance management, including underperformance and disciplinary actions. Ensure daily reporting and analysis of past 24-hour performance. Forecast ticket volumes and plan resource capacity.
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). Education: Bachelors degree in IT or equivalent experience. Experience: 1215 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.