Job Description

Urgent Hiring: Highly Skilled Information Technology (IT) Services Manager

Are you looking for a dynamic work environment where you can thrive? Do you want to be part of a fun team that values your contributions? If so, this is the perfect opportunity for you!

Summary :

The Information Technology (IT) Services Manager is responsible for overseeing the daily operations of the IT support and services team, ensuring the effective delivery of IT services to internal stakeholders. This role manages service desk operations, vendor management, and end-user satisfaction. The IT Services Manager works collaboratively across departments to align IT services with business needs and ensures compliance with security and operational standards. In addition, this role will actively monitor and respond to end users’ queries, establish best practices through the entire technical support process, identify areas of improvement, evaluate routine productivity, provide feedback to the appropriate internal teams. Ultimately, the IT services Manager ensures the provision of outstanding first-level technical support as well as to overall IT initiatives and projects.

Essential Functions & Responsibilities :

· Lead and manage the IT support and service delivery team, including help desk personnel and desktop support staff. Assign personnel and schedules workflow to facilitate production. Revises operating schedule to adjust for delays. Prepares or reviews records and reports of production, operating, and down time.

· Lead the internal IT support team in day-to-day IT operations, equipment provisioning, user access management, endpoint maintenance, & contributing to the overall improvement of the IT stack.

· Oversee the day-to-day operations of IT services to ensure reliable and efficient technology support. Study and research problems and capabilities, and develop solutions for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency.

· Establish and monitor key performance indicators (KPIs) for service delivery and customer satisfaction. Analyzes performance indicators such as number of

transactions within a given timeframe, response time, and number of programs being processed to ensure system is operating efficiently.

· Develop, implement, and maintain IT service management processes in alignment with ITIL best practices.

· Serve as the escalation point for complex support issues and ensure timely resolution.

· Manage IT assets, software licensing, and hardware lifecycle processes.

· Collaborate with business units to assess technology needs and deliver scalable IT solutions.

· Ensure compliance with company policies, industry standards, and regulatory requirements related to information security and data privacy.

· Support budgeting, procurement, and vendor contract negotiations for IT services. Establish and maintain beneficial relationships with service partners/vendors.

· Develop and deliver end-user training programs and support documentation.

· Participate in disaster recovery and business continuity planning and testing.

· Provide end-user support to executive staff, and advice regarding standard office applications and best practices as it evolves with company needs

· Support onboarding/off-boarding employees on corporate systems, maintaining the integrity and security of each program or system.

· Create and update manuals and documentation specialized knowledge.

· May present to management recommendations related to purchasing and installing hardware, software, and telecommunication equipment. Recommends changes in programs, routines, and quality control standards.

Requirements :

· Bachelor’s degree in information technology, Computer Science, or a related field.

· 5+ years of experience in IT support/service management, with at least 2 years in a leadership role.

· Strong knowledge of IT service management frameworks (e.g., ITIL) and related tools (e.g., ServiceNow, Jira Service Desk).

· Deep experience with end-point management (user PCs) to deploy, manage, and report on operating system and 3rd party application patching.

· Proven ability to lead cross-functional teams and manage multiple priorities simultaneously. Comfortable working in a highly self-directed manner, with the ability to work independently and as part of a collaborative team.

· Familiar with ticketing systems for user service requests and reporting on metrics regarding team performance. Serve as a champion and an example for the provision of exceptional customer service. Demonstrated ability to give instructions to a non-technical audience.

· Experience with enterprise systems, network infrastructure, and cloud technologies. Experience in remote support, Desktop Support: Windows and Mac. Hands-on experience with help desk and remote-control software

· Maintain relevant certifications (e.g., ITIL Foundation, CompTIA, Microsoft, Cisco) are a plus.

· Excellent time management skills with a keen eye for detail and the ability to prioritize effectively.

· Excellent communication skills, with the ability to build and nurture long-term relationships with internal and external stakeholders, and cross-functional teams. Adept at conveying ideas clearly and effectively to diverse audiences.

· Previous experience in managing relationships with external partners and vendors.

· Strong analytical and problem-solving skills, with a proven ability to manage multiple priorities simultaneously and deliver results under pressure. Adept at identifying solutions and driving efficiency in complex situations. Able to troubleshoot a large variety of technical issues.

Location: HomeTown - Houston 10005 W Sam Houston Pkwy N, Houston, TX 77064, USA

Don't miss out on this time-sensitive opportunity! Apply now and take the next step in your career!

When it comes to maintaining comfort, keeping the lights on and water flowing, no one can compete with hometown heroes. HomeTown Services is a residential services provider in the South Central U.S. that provides homeowners with the highest-quality heating, AC, plumbing, and electrical repair and replacement services.

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