Quantum World Technologies Inc.
Service Desk Manager (Dallas)
Quantum World Technologies Inc., Dallas, Texas, United States, 75215
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: 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.
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.
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: 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.
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.