Top 172 Service desk manager Jobs in Austin, Tx

IT Service Desk Manager
Tencate Grass —Cedar Park, TX
- 7 years
- Computer Science
- Office
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Sales Representative
Parking & Towing Enforcement —Austin, TX
- $55,000 - $70,000 a year
- Contract
- Hybrid work
- Background check
- Residential
- Driver's License
- Flexible schedule
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Field Support Technician
HCL Technologies Limited - Business Services —Austin, TX
- $42,000 - $68,000 a year
- Email
- Background check
- Computer Science
- Customer service
- AD&D insurance
- Paid holidays
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Field Support Technician
HCL Technologies Limited - Business Services —Lakeway, TX
- $49,000 - $88,000 a year
- Email
- Background check
- Computer Science
- Bachelor of Science
- AD&D insurance
- Paid holidays
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Commission-Only Sales Superstar – Private Jet & Aircraft Detailing
A Detailed Flight —Austin, TX
- $60,000 - $120,000 a year
- Full-time
- Background check
- Mid-level
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Customer Service Supervisor
Taurus —Austin, TX
- $15.50 - $17.00 an hour
- Weekends as needed
- Mid-level
- Supervising experience
- Conflict management
- Paid training
- Health insurance
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Senior Technical Support Analyst (Tier 3)
GCS Technologies —Austin, TX
- $85,000 - $125,000 a year
- Full-time
- Hybrid work
- Background check
- 5 years
- Windows
- AD&D insurance
- Disability insurance
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IT Service Delivery & Support Manager
Health & Human Services Comm —Austin, TX
- $5,098.66 - $6,701.75 a month
- Online Application
- Computer Science
- Salesforce
- Office
- Health insurance
- Opportunities for advancement
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21h
IT Service Delivery Manager
Computer Aid, Inc. —Austin, TX
- $115,000 - $125,000 a year
- Full-time
- Hybrid work
- 5 years
- Office
- Supervising experience
- Health insurance
- Dental insurance
Systems Administrator
Integris —Austin, TX
- Full-time
- Hybrid work
- Mid-level
- Paid holidays
- Disability insurance
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10h
Workstation Support Associate
Visa Technology and Operations LLC —Austin, TX
- $59,900 - $93,000 a year
- Full-time
- Mid-level
- Office
- Windows
- Wellness program
- Health savings account
14d
Service Desk Tech Analyst II
University of Texas at Austin —Austin, TX
- From $52,000 a year
- Urgently hiring
- Hospital
- Mid-level
- Office
- Retirement plan
Sr. Manager, Work Station Support
Visa Technology and Operations LLC —Austin, TX
- $127,900 - $205,000 a year
- Full-time
- Hybrid work
- Office
- Windows
- 8 years
- Wellness program
- Health savings account
Analyst, Demand Management
Visa Technology and Operations LLC —Austin, TX
- $94,400 - $146,700 a year
- Full-time
- Hybrid work
- Mid-level
- Office
- Bachelor's degree
- Wellness program
- Health savings account
Network Administrator
HORIBA Instruments —Austin, TX
- $32.00 - $43.50 an hour
- Full-time
- Computer science
- Azure
- Computer Science
- Commuter assistance
- Paid holidays
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Inventory Control Manager
Saronic Technologies —Austin, TX
- Full-time
- Office
- 8 years
- Senior level
- Paid parental leave
- Paid holidays
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Technical Product Manager - Compliance, AML and Sanctions
Visa U.S.A. Inc. —Austin, TX
- $116,300 - $186,000 a year
- Full-time
- Hybrid work
- Office
- SQL
- Analysis skills
- Wellness program
- Health savings account
6d
IT Help Desk Engineer
CyberStreams —Austin, TX
- Computer science
- Azure
- Computer Science
- Paid training
- Paid holidays
Project Manager
Saronic Technologies —Austin, TX
- Full-time
- Mid-level
- Office
- Analysis skills
- Paid parental leave
- Paid holidays
IT Project Manager
CyberStreams —Austin, TX
- Bachelor of Science
- Mid-level
- Bachelor's degree
- Paid training
- Paid holidays

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service desk manager jobs near austin, tx

IT Service Desk Manager

Tencate Grass -
Cedar Park, TX

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Job Details

Qualifications

Managing technical support teams
Managing teams in a customer support role
Incident management software
Windows
Team development
Supervising experience
Customer support ticket management
Leading team collaboration initiatives
Productivity software
Defect tracking tools
Team motivation (leadership skill)
Cross-functional communication
Active Directory management
IT department experience
Ticketing system technical support
Staff development
Stakeholder management

Full Job Description

Company Overview

TenCate Grass is a global leader in the design, manufacturing, installation, and recycling of synthetic turf systems for sports and landscaping applications. With operations across North America, Europe, the Middle East, and Asia Pacific, we are fully integrated from R&D through installation, delivering innovative, high-quality surfaces that support healthier communities and peak athletic performance.

Position Summary

The IT Service Desk Manager is responsible for leading and optimizing end user support operations across the organization. This role oversees a team of first-line support specialists, ensuring the timely and effective resolution of technical issues while maintaining high levels of user satisfaction. Reporting directly to the Head of IT Support, the IT Service Desk Manager drives continuous improvement in support processes, technician development, and service delivery standards.

Key Responsibilities

Team Leadership & Management

Supervise, mentor, and develop a team of first-line support specialists, fostering a collaborative and high-performance culture.
Conduct regular 1:1 meetings, performance reviews, and coaching sessions to support technician growth and accountability.
Conduct recurring team meetings to share business and project updates, foster collaboration, and maintain team cohesion.
Manage staffing schedules and workload distribution to ensure adequate support coverage.
Lead hiring, onboarding, and offboarding processes for Service Desk staff in coordination with HR and IT leadership.

Service Delivery & Operations

Oversee the full lifecycle of support tickets across frontline support, ensuring SLA compliance.
Define and enforce escalation paths, triage procedures, and handoff protocols between support teams.
Monitor the ticketing system (HaloITSM) to track queue health, identify bottlenecks, and drive resolution efficiency.
Serve as the escalation point for complex or high-priority incidents requiring managerial oversight.
Coordinate with IT infrastructure, security, and application teams to resolve cross-functional issues impacting end users.

Process Improvement & Documentation

Develop, document, and continuously refine Service Desk procedures, knowledge base articles, and standard operating procedures (SOPs).
Identify recurring issues and implement proactive solutions, root cause analyses, and user education initiatives to reduce ticket volume.
Drive adoption of ITSM best practices aligned with ITIL frameworks across the support team.

Reporting & Stakeholder Communication

Generate and present regular reports on Service Desk performance metrics (e.g., first call resolution, mean time to resolve, customer satisfaction scores) to IT leadership.
Where appropriate, communicate maintenance windows, system outages, and IT updates to end users in a clear and timely manner. (Following established IT comms plan and processes.)
Partner with other IT and business unit leaders to understand departmental technology needs and advocate for end user requirements within IT planning.

Technology & Tools Oversight

Manage Service Desk toolsets including the ITSM platform, remote support tools, and asset tracking systems.
Evaluate and recommend new tools, technologies, or processes to improve the support team’s effectiveness and end user experience.
Support hardware and software lifecycle management including provisioning, imaging, and decommissioning of end user devices.

Qualifications

Required

Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and experience.
7+ years of experience in IT support, with at least 3 years in a supervisory or lead role overseeing Service Desk or technical support teams.
Demonstrated experience managing frontline support functions including SLA management and ticket queue oversight.
Strong knowledge of Windows, Microsoft 365, Active Directory, and common enterprise productivity tools.
Experience with ITSM platforms (HaloITSM, ServiceNow, FreshService, Jira, or equivalent).
Excellent interpersonal, written, and verbal communication skills with the ability to interface effectively with technical and non-technical stakeholders.
Proven ability to lead, motivate, and develop a team in a fast-paced environment.

Preferred

ITIL Foundation certification (v3 or v4) or higher.
CompTIA A+, Network+, or relevant Microsoft certifications.
Experience supporting enterprise environments with 1000+ end users.
Familiarity with endpoint management tools such as Microsoft Intune
Experience with remote work infrastructure (VPN, virtual desktops) and supporting distributed workforces.
IT experience in the construction or manufacturing industries

Core Competencies

Committed to delivering a best-in-class support experience for all end users.
Takes ownership of team outcomes and leads by example with professionalism and integrity.
Applies analytical thinking and structured troubleshooting to resolve complex technical challenges.
Thrives in a dynamic environment and adjusts priorities in response to organizational needs.
Builds productive relationships across IT and the broader business to achieve shared goals.
Leverages metrics and reporting to guide continuous improvement.

Work Environment & Physical Requirements

This is primarily an office-based role with requirements to travel to other TenCate Grass facilities, subsidiaries, or off-site locations. Expect up to 25% travel, including the possibility for international travel. The role may require occasional out-of-hours availability to support planned changes or emergency escalations.

Equal Employment Opportunity

TenCate Grass is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law.

Work Authorization

Applicants must be currently authorized to work in the United States without the need for current or future employment visa sponsorship.

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Refine Your Search

service desk manager jobs in austin, tx

IT Service Desk Manager

Sales Representative

Field Support Technician

Field Support Technician

Commission-Only Sales Superstar – Private Jet & Aircraft Detailing

Customer Service Supervisor

Senior Technical Support Analyst (Tier 3)

IT Service Delivery & Support Manager

IT Service Delivery Manager

Systems Administrator

Workstation Support Associate

Service Desk Tech Analyst II

Sr. Manager, Work Station Support

Analyst, Demand Management

Network Administrator

Inventory Control Manager

Technical Product Manager - Compliance, AML and Sanctions

IT Help Desk Engineer

Project Manager

IT Project Manager

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