Sr Manager of IT Service Desk

Pluralsight•Westlake, TX

6d•Hybrid

About The Position

Are you passionate about redefining the employee technology experience? We are looking for a high-energy Senior Manager to lead our IT Service Desk and Deskside Support teams. In this role, you won’t just be managing tickets; you’ll be the architect of a world-class support culture, ensuring our global team and Westlake HQ operate at peak performance. Who You Are An Inspiring People Leader: You don’t just manage; you mentor. You take pride in developing IT Service Engineers and Deskside Technicians into top-tier technical professionals. The Calm in the Storm: As our Major Incident Manager, you remain level-headed during critical IT issues, coordinating resolutions with precision. A Strategic Partner: You represent IT Leadership vision and policies, acting as a proactive bridge between technology and the broader business. Executive-Ready: You have the polish and technical confidence to provide white-glove support to our executive team and handle high-stakes company events. What You'll Do Champion the Experience: Drive our vision for the "best possible employee technology experience" through consistent processes and exceptional customer service. Lead the Front Line: Manage global service desk shifts, on-call rotations, and staffing schedules to ensure 24/7 operational excellence. Master the Broadcast: Own the technical success of company-wide Town Halls, managing both local in-person attendance and global broadcasts. Optimize the Workspace: Ensure our Westlake HQ conference room AV (Zoom) is always "meeting ready" and high-performing. Govern Assets & Data: Implement robust asset management for hardware and software while holding the team accountable to industry-best KPIs for resolution and response times. Experience You'll Bring Technical Versatility: A deep understanding of client devices, networks, systems, and identity issues in a global environment. Operational Rigor: A proven track record of "Continual Service Improvement"—you don't just fix problems; you find ways to prevent them. Project Leadership: Experience spearheading key deliverables within Service Desk or Desktop Support environments. High-Pressure Proficiency: The ability to thrive in a high-demand environment where prioritizing multiple tasks is second nature.

Requirements

4+ years of management experience specifically within Service Desk or Deskside Support.
2+ years of experience directly supporting C-suite/Executive IT needs.
2+ years of experience managing company-wide broadcasts and Zoom-based conference room equipment.
Ability to be on-site at our Westlake, TX office at least 3 days per week, with occasional travel as required.
Exceptional written and verbal communication skills with a customer-focused, positive attitude.

Nice To Haves

Experience with ServiceNow and a strong working knowledge of both Windows and MacOS environments.

Responsibilities

Champion the Experience: Drive our vision for the "best possible employee technology experience" through consistent processes and exceptional customer service.
Lead the Front Line: Manage global service desk shifts, on-call rotations, and staffing schedules to ensure 24/7 operational excellence.
Master the Broadcast: Own the technical success of company-wide Town Halls, managing both local in-person attendance and global broadcasts.
Optimize the Workspace: Ensure our Westlake HQ conference room AV (Zoom) is always "meeting ready" and high-performing.
Govern Assets & Data: Implement robust asset management for hardware and software while holding the team accountable to industry-best KPIs for resolution and response times.