Service Desk Manager, Plano (on-site)

Data Analysis Incorporated

Plano, US
On-site
5+ years it support experience
2+ years leadership role
Sla and kpi management
Data Analysis Incorporated (DAI) is seeking a Service Desk Manager to lead their end-user support operations in a dynamic and fast-paced environment. The ideal candidate will have extensive experience in IT support and service management, with a strong emphasis on SLA management and ITIL processes. This on-site role offers opportunities for team leadership, operational improvement, and cross-functional collaboration

Job Summary

  • The Service Desk Manager leads end-user support operations in a fast-paced environment where responsiveness and service quality are critical.
  • This role is responsible for driving the maturity of ITIL-based service management practices through strong SLA management and increased automation.
  • The position requires leading a distributed team while serving as the primary escalation point for high-priority business-impacting issues.

Matching Summary

Match Score: 85

Data Analysis Incorporated (DAI) is seeking a Service Desk Manager to lead their end-user support operations in a dynamic and fast-paced environment. The ideal candidate will have extensive experience in IT support and service management, with a strong emphasis on SLA management and ITIL processes. This on-site role offers opportunities for team leadership, operational improvement, and cross-functional collaboration.

Skills & Requirements

Must-have

  • 5+ years IT support experience
  • 2+ years leadership role
  • SLA and KPI management
  • ITIL principles knowledge
  • ServiceNow or Jira Service Management

Nice-to-have

  • ITIL Foundation certification
  • Strong analytical skills
  • Culture of accountability
  • Continuous improvement mindset

Key Requirements

  • Bachelor's degree in IT or related field
  • 5+ years of IT support/service desk experience
  • 2+ years in a leadership role
  • Experience with ITSM tools like ServiceNow or Jira

Work Rights

Not specified

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