Texas Systems Group (TXSG), based in Austin TX and founded in 2002, provides Managed Services, Private Cloud Data Center Hosting Services, IT Infrastructure Solutions, and On‑Demand IT Support. While we support clients all over Texas, the United States, and international locations, our focus is on the Central Texas market.Find a Passion, Not a JobWe are highly selective in who we hire. Texas Systems Group hires winners who have a proven track record of excellence in supporting enterprise Information Technology infrastructures. Our employees are passionate about providing the information technology required for our clients to excel. Do you share our passion?Please, ONLY apply for this position if you are:a professional with impeccable integrityconstantly striving for excellencea strong team playerdedicated to learning, improving, and growing your skillshumbly confident in your abilitiesJob Description The right candidate for our Technical Service Desk Manager is first and foremost a people person as well as a business minded technical expert. This role is responsible for managing the activities and responsibilities of the Service Desk team's delivery of services to clients, escalations, and interaction with others in the organization. As a part of this management, the Service Desk Technical Manager is also responsible for ensuring the quality of service provided and meeting our Service Level Agreements.Essential Duties and Responsibilities:Manage the daily activities of the service desk team and dispatcherProvide technical mentorship and coaching to the Service Desk teamPossess a strong technical background supporting workstations, servers, and networksImprove usage of Service Desk resources and increase productivity of the teamPerform periodic client follow-ups to verify final resolution and determine satisfaction levelInterface with appropriate technical personnel for customer problems that cannot be resolved effectivelyUnderstand overall service desk and support objectives, as well as the role and function of each team memberManage the development of the team by ensuring that daily tasks and activities are in line with their career interestsDrive problem investigation and resolution as requiredManage the service desk ticket escalation processImprove and maintain process documentation for the Service Desk teamAdditional Duties and Responsibilities:Identify areas for improvement and make constructive suggestions for changeContinually seek opportunities to increase customer satisfaction and deepen customer relationshipsEscalate Service Desk issues to the Operations Manager as requiredCommunicate escalated issues to clients: keeping them informed of progress, notifying them of outages, etc.Ensure consistency of existing systems through creating, maintaining, and enforcing standards/proceduresInvolvement in the design and building of new servicesConduct performance evaluations and mentor team membersDevelop training programs to develop and refine the skills of the service desk teamDocument internal processes and procedures related to duties and responsibilitiesResponsible for Service Desk team time and expenses being entered into ConnectWise as it occursReview IT publications and online materials to remain up to date with current and future technologies emerging in the industryQualifications The requirements listed below are representative of the knowledge, skills, and/or abilities required for this role:Must be able to lead by example and demonstrate the highest levels of integrityProven leadership ability to include mentoring, coaching, counseling, and team building skillsSkill in leading people and getting results with a strong customer service orientationKnowledge and experience in help desk environmentsKnowledge of IT applications, processes, software and equipmentStrong organizational, presentation, and customer service skillsSkill in defining and documenting standard operating proceduresProvide training to staff on how to use Standard Operating Procedures to improve Service Level AgreementsInterpersonal skills: such as telephony skills, communication skills, active listening and customer-careAbility to multi-task and adapt to changes quicklyAbility to work in a team and communicate effectivelyUnderstanding of support tools, techniques, and how technology is used to provide IT servicesTyping skills to ensure quick and accurate entry of service request detailsSelf‑motivated with the ability to work in a fast moving environmentAdditional Information Preference will be given to candidates with College Degrees and/or Professional Certifications, such as: PMP, Microsoft MCTS & MCITP, Cisco CCNA, or VMware VCP. Candidates must have a vehicle and driver's license. The ability to pass criminal and credit back ground checks as well as drug tests is a must.Hours:Primary Hours are 7:30AM to 4:30PM or 8:30PM to 5:30PM, Monday through FridayRequired occasionally to work after business hours to include holidays, nights, and weekendsRequired to participate on the on‑call rotation schedule#J-18808-Ljbffr