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Director of Service Desk at Search Services

Director of Service Desk

Search Services Houston, TX Full-Time
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To manage the Service Desk function for a global provider of transportation and logistics services.


To manage the performance of Level 2/3 services & support and ensure that service levels are achieved.

Day-to-day Management of technical service desk to respond to customer incidents and queries via email and phone

Monitor through internal monitoring systems and contribute to coordination of rollouts of common functions like mobile apps, multi-factor authentication, IT ticketing usage, etc.

Ticket management of Incidents, Problems Change and New Requests

Responsible for ensuring that staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed and protocol observed to provide effective customer service and meeting requirements through an ITIL framework.

Ensure incidents are logged accurately and timely and passed to second line support teams, manage ticket systems, and be responsible for customer communications for service alerts and maintenance.

Direct line management of a team of up to 7 including permanent and contract staff.

Manage and coordinates urgent and complicated support issues become the incident manager in major incidents.

Act as escalation point for all incidents and requests.

Develop and mature phone & email ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.

Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs.

Provide data and reporting of KPI’s and trends to Management and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket and develop strategies for improvement.

Work to make Service Desk the single source of service delivery channel for the company. Monitor and manage phone & email queue (participating in escalated calls as needed). . .

Train, coach and mentor Service Desk Analysts and Technical Engineers including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. .

Ensure that customers receive timely updates on incidents

Maintain a calendar of maintenance requests on the network, data centers, exchanges and internal changes and ensure communication to customers with the appropriate information

Maintain the incident ticket database, ensuring incidents are set to the correct priority, state and are within SLA for response and resolution.

Maintain ticket updates with accurate notes on current status


Proven track record in a Shared Service Desk Management 

Experience in Office 365 environment apps including Sharepoint.

Experience in Business Analytics 

Excellent written and verbal skills

The ability to multitask across multiple incidents

Understanding of SLAs and KPIs

Ability to follow process and procedures accurately and without fail

Experience of Data Centers

Degree in Computing and or IT discipline

Understanding of IP networks traffic, firewalls, routing etc.


Recommended Skills

Emergency Handling
Service Desk
Service Delivery
Microsoft Share Point
Information Technology
Career Development
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Job Snapshot

Employee Type



Houston, TX

Job Type



Not Specified

Date Posted

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