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Service Desk Manager Jobs in Allen, TX (NOW HIRING)

HOLT Group

IT Service Desk Lead

Irving, TX · On-site

IT Service Desk Lead Department: Information Technologies (IT) Employment Type: Full Time Location ... Prioritize and manages several open tickets/incidents and/or projects at one time. * Utilizes ...

Southern Shingles

Service Desk Analyst

Mckinney, TX · Hybrid

$19 - $26/hr

Direct Manager: The Service Desk Analyst reports directly to the Service Desk Manager within the Information Services Team. * Direct Reports: This position does not include any direct reports. The ...

SRS Distribution, Inc.

Service Desk Analyst

Mckinney, TX · On-site

$19 - $26/hr

Direct Manager: The Service Desk Analyst reports directly to the Service Desk Manager within the Information Services Team. * Direct Reports: This position does not include any direct reports. The ...

SRS Distribution Inc.

Service Desk Analyst

Mckinney, TX · On-site

$52 - $76/hr

Direct Manager Direct Reports Direct Manager: The Service Desk Analyst reports directly to the Service Desk Manager within the Information Services Team. Direct Reports: This position does not ...

TEKsystems

Service Desk Technician

Carrollton, TX

$24 - $25/hr

Perform system installations, updates, and maintenance for practice management systems ... Service Desk Analyst Requirements: * CompTIA A+ and Net+ certifications or at least 5+ years of ...

TEKsystems

Service Desk Technician

Carrollton, TX

$24 - $25/hr

... management systems. • Collaborate with vendors to resolve remote partner office issues. • Document processes and maintain service desk records. • Actively participate in staff meetings to ...

TEKsystems

Service Desk Technician

Carrollton, TX

$24 - $25/hr

Perform system installations, updates, and maintenance for practice management systems ... Service Desk Analyst Requirements: * CompTIA A+ and Net+ certifications or at least 5+ years of ...

TEKsystems

Service Desk Technician

Carrollton, TX

$24 - $25/hr

... management systems. • Collaborate with vendors to resolve remote partner office issues. • Document processes and maintain service desk records. • Actively participate in staff meetings to ...

Inficare Technologies

Service Desk Agent

Dallas, TX · On-site

$16.75 - $21.50/hr

Service Desk Agent Location: Dallas, TX (Onsite) Job Type: Contract Duration: 6 Months Job Overview ... Working knowledge of Salesforce, Jira, or similar CRM/ticketing platforms * Strong communication ...

Palo Alto Networks, Inc.

Deal Desk Manager

Plano, TX · On-site

$107 - $174/hr

Personally services as a trusted advisor to field sales on deals * Work with cross-functional ... Desk Manager (in a tech environment, in a Finance/sales operation role) or related field

New

Vertisystem Inc.

Service Desk Analyst

Dallas, TX · On-site

$20.25 - $27.75/hr

We're looking for a Tier 1 Service Desk Analyst to join our growing IT team. You'll be the first point of contact for technical support, helping employees resolve hardware, software, and basic ...

InfiCare Technologies

Service Desk Agent

Dallas, TX · On-site

$16.75 - $21.50/hr

Role: Service Desk Agent Location: Dallas, TX (Onsite Role) Contract Role Duration: 6 Months Job ... Working knowledge of Salesforce, Jira , or similar CRM/ticketing platforms (training support ...

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All JobsService Desk JobsService Desk Manager JobsService Desk Manager Jobs in Allen, TX

Service Desk Manager information

See Allen, TX salary details

$34K

$87.9K

$146K

How much do service desk manager jobs pay per year?

As of Sep 4, 2026, the average yearly pay for service desk manager in Allen, TX is $87,919.00, according to ZipRecruiter salary data. Most workers in this role earn between $66,000.00 and $104,600.00 per year, depending on experience, location, and employer.

What is a service desk manager?

A Service Desk Manager is a professional responsible for overseeing the daily operations of an organization’s IT service desk. They lead a team that provides technical support to users, ensuring that incidents and service requests are resolved efficiently. The Service Desk Manager also implements processes and best practices to improve customer satisfaction, manages staff performance, and coordinates with other IT departments to resolve complex issues. Their ultimate goal is to ensure smooth IT service delivery and support across the organization.

What are the key skills and qualifications needed to thrive as a service desk manager?

To thrive as a Service Desk Manager, you need strong IT knowledge, experience in service management, and often a relevant degree or ITIL certification. Familiarity with ticketing systems such as ServiceNow or Jira, as well as reporting and analytics tools, is typically required. Excellent leadership, problem-solving, and communication skills set standout managers apart, enabling them to lead teams effectively and resolve conflicts. These competencies ensure efficient service delivery, high customer satisfaction, and continuous improvement in IT support environments.

What are the most common challenges faced by a service desk manager, and how can they be effectively addressed?

Service Desk Managers often encounter challenges such as balancing high ticket volumes, ensuring timely resolution of issues, and managing team performance under pressure. Effective strategies include implementing clear processes for ticket prioritization, regularly training staff on both technical and customer service skills, and utilizing performance metrics to identify areas for improvement. Additionally, fostering open communication and collaboration within the team helps address issues promptly and maintain a positive work environment.

What is the difference between Service Desk Manager vs Help Desk Supervisor?

AspectService Desk ManagerHelp Desk Supervisor
ResponsibilitiesOversees entire service desk operations, manages teams, develops policies, and ensures service quality.Supervises help desk staff, handles escalations, and ensures ticket resolution efficiency.
Required CredentialsTypically requires ITIL certification, relevant IT experience, and leadership skills.Often requires help desk experience, customer service skills, and basic IT certifications.
Work EnvironmentLeads a team in a corporate IT setting, focusing on strategic improvements.Manages daily help desk activities, often in a support center environment.

The main difference is that a Service Desk Manager has broader strategic and managerial responsibilities, overseeing the entire service desk operation, while a Help Desk Supervisor focuses on daily team supervision and ticket resolution. Both roles require IT knowledge and customer service skills, but the Service Desk Manager typically holds a higher level of responsibility and leadership.

How much do service desk managers make in the US?

Service Desk Managers in the US typically earn an average salary of around $70,000 to $100,000 per year, depending on experience, location, and company size. They often require strong technical skills, certifications like ITIL, and experience managing support teams in a help desk or IT service environment.

What are the most commonly searched types of Service Desk jobs in Allen, TX?

The most popular types of Service Desk jobs in Allen, TX are:

What job categories do people searching Service Desk Manager jobs in Allen, TX look for?

The top searched job categories for Service Desk Manager jobs in Allen, TX are:

What cities near Allen, TX are hiring for Service Desk Manager jobs?

Cities near Allen, TX with the most Service Desk Manager job openings:

Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in Allen, TX as of August 2026, with employment types broken down into 1% As Needed, 79% Full Time, 17% Part Time, and 3% Contract. Highlights an 91% Physical, 1% Hybrid, and 8% Remote job distribution, with an average salary of $87,919 per year, or $42.3 per hour.

IT Service Desk Lead

HOLT Group

Irving, TX • On-site

Full-time

Posted 5 days ago

Job description

IT Service Desk Lead
Department: Information Technologies (IT)
Employment Type: Full Time
Location: Irving
Description
The IT Service Desk Lead is responsible for overseeing and enhancing IT Service Desk operations, aligning support strategies with organizational objectives, and driving continuous improvement initiatives. This role provides leadership in developing and executing service desk policies, supports executive-level IT needs, and collaborates with senior leadership to deliver exceptional customer experiences.
The incumbent in this position is expected to model the following practices daily:
  1. Demonstrated alignment with the company's mission and core business values;
  2. Collaboration with key internal/external resources and
  3. Ongoing self-development.

Essential Functions
  • Models, promotes, reinforces, and rewards the consistent use of HOLT's Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission.
  • Diagnoses and troubleshoots technical issues, hardware, software, and network configuration.
  • Develops and implements strategic initiatives to enhance IT service delivery and align with organizational goals.
  • Collaborates with senior leadership to understand and address evolving IT support needs.
  • Acts as a point of escalation for complex issues and oversees resolution strategies.
  • Diagnoses and troubleshoots technical issues, hardware, software, and network configuration.
  • Leads initiatives to improve self-service capabilities and reduce overall service desk workload.
  • Prioritize and manages several open tickets/incidents and/or projects at one time.
  • Utilizes active listening skills, in addition to targeted questioning, to understand the root of the problem quickly and efficiently.
  • Documents technical knowledge in the form of ticket notes, Knowledge Base articles and How To's.
  • Records positive response times, documentation and closure of tickets which will be measured against Service Desk Key Performance Indicators.
  • Answers calls efficiently and effectively to ensure a high level of customer satisfaction.
  • Consistently meets target Key Performance Indicators in a Service Desk Environment to include, but not limited to, response times, documentation, and closure of tickets.
  • Works through the problem-solving process with customers, empowering them to do the same in the future.
  • Ensures a positive experience for customers as measured via customer satisfaction surveys.
  • Properly escalates unresolved issues to appropriate internal teams (e.g., Systems, Networking, Software Developers, etc.)
  • Provides coaching and support to Service Desk Agents and provides input regarding Performance Evaluations to the Service Desk Manager.
  • Collaborates with Service Desk Manager on implementing procedures meant to improve the customer experience.
  • Assists Service Desk Agents with recommendations on enhancing skillsets and improved efficiencies.
  • Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards.
  • Requires regular and punctual employee attendance.
  • Performs other duties as assigned.

Knowledge, Skills, and Abilities
  • Advanced understanding of Windows Operating Systems, computer hardware, networking, and security systems.
  • Exceptional troubleshooting and diagnostic skills with a focus on technical and non-technical audiences.
  • Expertise with remote ITSM support applications and Helpdesk software. (e.g., GoTo, Fresh Service, Microsoft Teams).
  • Excellent time management and organizational skills.
  • Strong interpersonal and customer service skills, with the ability to explain complex technical concepts to non-technical users.
  • Familiarity with IT service desk KPIs, metrics, and reporting frameworks.
  • Ability to analyze and categorize data and information to determine the relationship of the data with reference to established criteria/standards.
  • Ability to advise and provide interpretation to others on how to apply policies, procedures, and standards to specific situations.
  • Ability to exercise independent judgment, decisiveness, and creativity in problem-solving.
  • Ability to work independently as well as a part of a diversified, fast paced team.
  • Ability to understand technical manuals, software specifications, hardware principles of operations, and systems software operations.

Requirements
Education and Experience:
  • High school diploma or equivalent required; bachelor's degree in computer science, Information Technology, or a related field is preferred.
  • Minimum of 6+ years' experience in Technical Support, Desktop Support, or a similar role.
  • Technician or similar role is required.
  • Certification in Microsoft, CompTIA A+/Network+ or similar technology is strongly preferred.

Travel:
  • Up to 25%, to include overnight stays, may be required.
  • Valid driver's license required.

Supervisory Responsibilities:
Provides functional leadership and mentorship to service desk agents, including oversight of performance evaluations and professional development.
Physical Requirements:
  • This position involves extended periods in a stationary position; additionally, occasional movement inside the office to access office machinery, file cabinets, etc.
  • This role frequently communicates with others, must be able to exchange accurate information in these situations.
  • The position requires visual acuity, speech, and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment.
  • Sufficient strength and coordination for lifting, pushing, pulling, and/or carrying the weight of equipment weighing up to 30 lbs.
  • This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Work Environment:
  • Works primarily inside an office environment.
  • Frequently works at fast pace with unscheduled interruptions.

Disclaimer:
Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.

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