Service Desk Manager - Fort Worth, TX

Chalk Mountain Services of Texas, LLC is a leading provider of transportation and logistics services to the oil and gas extraction industry. The company is is currently based in Fort Worth, TX and is currently adding a Service Desk Manager.

The Service Desk Manager leads the day-to-day activities of the IT operations team, ensuring the reliable, secure, and efficient operation of Chalk Mountain's technology infrastructure. This role pairs hands-on technical expertise across networks, servers, security, cloud environments, and enterprise applications with responsibility for supervising and developing team members, managing workload and escalations, and serving as the senior point of technical knowledge. In partnership with the VP of Technology, the Service Desk Manager helps plan and implement new and existing systems and establishes standards and processes that improve efficiency, service quality, and security. Requires strong leadership, communication, and diagnostic skills. Includes travel to remote locations on a scheduled and as-needed basis.

Primary Responsibilities:

• Leads, supervises, and mentors the IT operations team, providing day-to-day direction, coaching, and technical guidance
• Coordinates team workload, schedules, and on-call rotations to ensure consistent coverage and timely response
• Serves as the senior escalation point for complex technical issues and drives them to resolution
• Monitors team performance and service levels, and reports on key metrics to leadership
• Assists with hiring, onboarding, performance reviews, and professional development of team members
• Establishes, documents, and enforces operational standards, processes, and best practices across the team
• Reviews and prioritizes the Help Desk queue, ensuring tickets are assigned, tracked, and resolved within SLA
• Contributes to IT project planning and technology roadmap execution
• Provides outstanding customer service
• Occasionally troubleshoots and repairs hardware as needed
• Assists with user account setups, changes, deactivations including on-boarding / termination assistance and initial training
• Monitors, analyzes, and responds to various reports and alerts to ensure continuous operation of critical systems
• Supports the resolution of issues as the next tier of knowledge
• Works with other members of the team to resolve more complex issues
• Works with external vendors related to services, orders, and repairs
• Plans, designs and implements IT operations solutions for various project and operational needs including but not limited to application development, network infrastructure, domain administration and security practices
• Configures daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media. Ensures that recovery media is created and tested periodically
• Applies OS patches and upgrades on a regular basis and upgrades administrative tools and utilities. Configures / adds new services as needed. Performs testing and troubleshooting.
• Maintains data center environmental and monitoring equipment
• Travels up to 25% including extended overnight stays to various locations
• Serves as part of the on-call rotation to provide 24/7 support
• Generates reports out of various systems as needed
• Installs and maintains servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.
• Performs daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups
• Audits and maintains security levels consistent with security policies
• Oversees Help Desk ticket queues and ensures timely, high-quality resolution across the team
• Performs other responsibilities as appropriate and assigned by the VP of Technology

Qualifications:

• Microsoft Windows Server OS, Windows 11, 10
• Azure or AWS cloud environments
• Microsoft Office 365; Outlook, Excel, Word, PowerPoint, Teams
• VOIP phone systems
• iOS & Android operating systems
• Solid knowledge of network hardware including firewalls, routers, access points, bridges, switches, and patch panels
• Willing to support a 24/7 environment on a rotating schedule
• Available to work regular overtime as approved and needed
• Detail oriented, highly organized and effective time management
• Problem solver with the ability to diagnose and resolve technology issues
• Excellent customer service skills
• Excellent written and verbal communication skills
• Empathetic to user needs
• Strong sense of urgency
• Pride in completing tasks and meeting deadlines
• Proven leadership, coaching, and people-management skills
• Ability to prioritize, delegate, and coordinate work across a team
• Sound decision-making and the ability to remain calm during incidents and escalations
• A can-do attitude
• 5+ years of IT support, systems administration, or infrastructure experience, including prior team lead, supervisory, or mentoring responsibility
• Network and / or Microsoft certifications a plus; leadership or ITIL certifications a plus

Desirable Experience:

• Azure
• Exposure to enterprise level applications i.e MS Dynamics Great Plains, etc.
• Help Desk ticketing systems
• IT asset management
• Meraki switches, firewalls and access points
• Sophos or other virus protector software
• Apple DEP, AirWatch, Microsoft Intune