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Service Desk Operations Manager Jobs in Texas (NOW HIRING)

Bdp International

IT Service Desk Admin

Houston, TX

Position Summary Service Desk Excellence-Administrator supports Service Desk operations, Microsoft ... support operational and compliance objectives. Work independently while managing multiple ...

PSA BDP

IT Service Desk Admin

Houston, TX · On-site

Experience in IT support, Service Desk operations, compliance, or endpoint management ... Familiarity with Microsoft Intune and Microsoft 365 environments. * Knowledge of IT compliance, ...

Performance Food Group

IT Service Desk Lead

Westlake, TX · On-site

$23 - $29/hr

Lead day-to-day service desk operations across assigned team * Monitor ticket queues, call volumes ... Promote knowledge management and continuous improvement culture * Resolve hardware, software, and ...

Albertsons

Service Operations Assistant

Mesquite, TX · On-site

Position Purpose The Service Operations Assistant supports the Service Operations Manager in ... Provide direction and support to cashiers, service desk associates, courtesy clerks, and other ...

Albertsons

Service Operations Assistant

Mesquite, TX · On-site

Position Purpose The Service Operations Assistant supports the Service Operations Manager in ... Provide direction and support to cashiers, service desk associates, courtesy clerks, and other ...

Albertsons

Service Operations Assistant

Mesquite, TX · On-site

Position Purpose The Service Operations Assistant supports the Service Operations Manager in ... Provide direction and support to cashiers, service desk associates, courtesy clerks, and other ...

Tamus

Front Desk Operations

College Station, TX

$50K - $55K/yr

... service-focused, and proactive, with the ability to manage multiple priorities, coordinate ... Front Desk Operations, Supervision, & Customer Service Coordination - Coordinate daily front desk ...

Aven Hospitality

Manager, NOC Operations

Fort Worth, TX

$81K - $109K/yr

Oversee global service desk operations delivering 24x7 L1/L1.5 support for end users * Ensure ... Manage onshore/offshore staffing models with follow-the-sun coverage * Mentor team members and ...

Aven Hospitality

Manager, NOC Operations

Fort Worth, TX · On-site

$81K - $109K/yr

Oversee global service desk operations delivering 24x7 L1/L1.5 support for end users * Ensure ... Manage onshore/offshore staffing models with follow-the-sun coverage * Mentor team members and ...

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All JobsService Desk Operations JobsService Desk Operations Manager JobsService Desk Operations Manager Jobs in Texas

Service Desk Operations Manager information

See Texas salary details

$34K

$88.1K

$146.3K

How much do service desk operations manager jobs pay per year?

As of Aug 29, 2026, the average yearly pay for service desk operations manager in Texas is $88,059.00, according to ZipRecruiter salary data. Most workers in this role earn between $66,100.00 and $104,800.00 per year, depending on experience, location, and employer.

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

AspectService Desk Operations ManagerService Desk Supervisor
ResponsibilitiesOversees multiple service desk teams, manages strategic planning, and ensures service qualitySupervises daily operations, manages team members, and handles escalations
Required CredentialsITIL certification, relevant IT experience, leadership skillsITIL knowledge, technical support experience, team management skills
Work EnvironmentStrategic, managerial setting, often in larger organizationsOperational, team-focused environment, often in help desk or support centers
Industry UsageCommon in IT service management, large enterprisesCommon in IT support teams, smaller organizations

The Service Desk Operations Manager focuses on strategic oversight and managing multiple teams, while the Service Desk Supervisor handles daily team supervision and operational issues. Both roles require ITIL knowledge and support experience, but the manager role involves broader planning and leadership responsibilities.

How much do service desk operations managers make?

Service Desk Operations Managers in the US typically earn between $60,000 and $100,000 annually, with the median salary around $75,000. Salaries vary based on experience, location, company size, and certifications such as HDI or ITIL, and often include benefits like bonuses and health insurance.

What is the role of a Service Desk Operations Manager?

A Service Desk Operations Manager oversees the daily operations of the service desk team, ensuring efficient incident and request resolution, maintaining service quality, and implementing process improvements. They coordinate staff, monitor performance metrics, and often utilize IT service management tools like ITIL frameworks to meet organizational service goals.

What are popular job titles related to Service Desk Operations Manager jobs in Texas?

For Service Desk Operations Manager jobs in Texas, the most frequently searched job titles are:

What job categories do people searching Service Desk Operations Manager jobs in Texas look for?

The top searched job categories for Service Desk Operations Manager jobs in Texas are:

What cities in Texas are hiring for Service Desk Operations Manager jobs?

Cities in Texas with the most Service Desk Operations Manager job openings:

Service Desk Operations Manager jobs near you

Service Manager - Service Desk

Inficare Technologies

Dallas, TX • On-site

Full-time

Re-posted 27 days ago

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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