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Itsm Change Manager Jobs in Texas (NOW HIRING)

MethodHub

Change & Release Coordinator

Dallas, TX · On-site

Release Engineering, Automation & Environment Management (Prod & Non-Prod) Position Summary: We are ... ITSM & Governance: Deep working knowledge of ITSM frameworks and tools (ServiceNow, Jira ...

Converge Resources

SNOW Product Manager

Dallas, TX

Support Incident, Problem, Change, Case, and Task Management improvements and ensure dependencies across ITSM workflows are understood and managed. Facilitate discovery workshops, backlog refinement ...

Syntricate Technologies

Service Now Developer

Austin, TX · On-site

$53.50 - $73.50/hr

Responsibilities : • Experience with development and implementation of ServiceNow ITSM modules - Incident Management, Problem Management, Configuration Management, Change Management, Knowledge ...

G-3 Chickadee

SAP Manager

Houston, TX · On-site

$150 - $200/hr

Familiarity with IT Service Management (ITSM/ITIL) frameworks for post-go-live incidents, problem, and change management. * SAP certification in relevant modules or project management (e.g., PMP, SAP ...

Pearson

Senior Lead, Service Management

Austin, TX · On-site

... all ITSM modules (Incident, Problem, Change, Request, Knowledge, Service Catalogue, CMDB), ITOM ... modules (Discovery, Event Management, Service Mapping, Health Log Analytics), and any adjacent ...

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All JobsItsm Change JobsItsm Change Manager JobsItsm Change Manager Jobs in Texas

Itsm Change Manager information

What is the difference between Itsm Change Manager vs Itsm Incident Manager?

AspectItsm Change ManagerItsm Incident Manager
Primary FocusManaging and coordinating change processes to minimize riskRestoring normal service operation quickly after incidents
CertificationsITIL Foundation, Change Management certificationsITIL Foundation, Incident Management certifications
Work EnvironmentChange advisory boards, project teams, IT departmentsHelp desks, support teams, IT operations
Key ResponsibilitiesPlanning, assessing, and implementing changesHandling incidents, troubleshooting, and resolution

The Itsm Change Manager focuses on managing changes to IT services to reduce risk, while the Itsm Incident Manager concentrates on quickly resolving incidents to restore service. Both roles require ITIL certifications and work within IT support environments, but their core responsibilities differ significantly.

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Itsm Change Manager jobs near you
Infographic showing various Itsm Change Manager job openings in Texas as of August 2026, with employment types broken down into 89% Full Time, 10% Part Time, and 1% Contract. Highlights an 81% Physical, 2% Hybrid, and 17% Remote job distribution.

Service Manager - Service Desk

Inficare Technologies

Dallas, TX • On-site

Full-time

This job post has expired today. Applications are no longer accepted.

Job description

Job Title: Service Manager - Service Desk
Duration: Long Term
Location: Dallas, TX (Onsite)
Position Summary:
We are seeking a seasoned Service Manager - Service Desk to lead end-to-end Service Desk operations, ensuring exceptional customer experience, SLA compliance, and operational excellence. This role demands strong leadership, ITIL/ITSM governance expertise, and strategic vision to drive Shift-Left and Shift-Right initiatives, automation, and continuous improvement. The position also includes Disaster Recovery (DR) planning and execution, major incident management, and cross-functional collaboration.
Key Responsibilities:
Governance & Compliance
  • Ensure Service Desk processes meet internal and external audit requirements.
  • Enforce security, compliance, and data privacy standards across all Service Desk activities.
  • Maintain compliance reporting and audit trails for ITSM processes.

People & Culture
  • Maintain adequate staffing for peak loads, holidays, and on-call rotations.
  • Drive continuous skill development (technical and soft skills).
  • Handle performance management, including underperformance and disciplinary actions.
  • Ensure daily reporting and analysis of past 24-hour performance.
  • Forecast ticket volumes and plan resource capacity.

Technology & Innovation
  • Own Service Desk tools, ticketing systems, and integrations.
  • Call Management System: Own and manage the call management platform, including configuration changes and enhancements.
  • Identify and implement automation/self-service opportunities.
  • Lead Shift-Left/Shift-Right initiatives to reduce ticket volume and improve proactive support.
  • Plan and coordinate tool upgrades and integrations.

ITSM & Process Excellence
  • Drive ITSM process governance for Incident, Request, Problem, and Change Management.
  • Conduct regular reviews and improvements in Knowledge Management processes.
  • Analyze operational data and provide recommendations for process improvement and trend-based actions.

Business Continuity
  • Plan, execute, and document DR drills; initiate DR actions during outages.
  • Act as Incident Manager during critical outages, including stakeholder communication.
  • Drive root cause analysis and permanent fixes for recurring issues.

Customer Experience
  • Own CSAT metrics and remediation plans.
  • Prepare and present dashboards and service reviews to leadership.
  • Ensure proactive communication during major incidents and outages.

Financial & Vendor Management
  • Manage Service Desk operational budget and cost optimization.
  • Govern vendor SLAs, contracts, and performance reviews (QBRs).

Workplace Expectations
  • Mandatory 5 days in office presence.
  • Available for escalations during off-hours and weekends when required.

Strategic Alignment
  • Drive continuous improvement and process maturity.
  • Collaborate with EUC, Security, Network, and Application teams for seamless service delivery.
  • Ensure Service Desk readiness for change management and releases impacting end-user services.

Qualifications
  • Education: Bachelor's degree in IT or equivalent experience.
  • Experience: 12-15 years in IT with proven Service Desk leadership experience.
  • Certifications: ITIL preferred; Microsoft/VDI certifications a plus.
  • Skills: Strong ITSM knowledge, KPI management, stakeholder communication, and crisis handling.

KPIs
  • All contractual Service Desk SLAs including First Contact Resolution (FCR), Mean Time to Resolve (MTTR), Customer Satisfaction (CSAT), Abandon Rate, etc.
  • Knowledge base utilization and improvement metrics.
  • Compliance and audit readiness scores.

Coverage
  • Work Model: Onsite (5 days/week).
  • Hours: Business hours with on-call rotation or 24x7 coverage.

Note: This role includes operational, strategic, and crisis management responsibilities. Additional duties may be assigned as business needs evolve.

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