Service Desk Manager

EAG is currently seeking a Service Desk Manager.
ABOUT EAG:
EAG is a dynamic and growing Consulting, IT, and Back Office Outsourcing firm focused on driving customer success. With over 200 EAG Team Members, our Service Desk is a critical component of our organization's success. We are looking for a qualified Service Desk Manager with management experience, strong communication skills, an excellent work ethic, and a desire to continue learning and growing at EAG.
Headquartered in Houston, TX, EAG focuses on serving the upstream, midstream energy markets along with energy-adjacent industries. Our mission is to deliver cost-effective business services to the oil and gas industry while providing a challenging and fulfilling experience to our employees. We seek individuals who enjoy expanding their knowledge of cyber security, Azure cloud and infrastructure and related technologies.
EAG is seeking an experienced Service Desk manager to lead our Service Desk team and ensure high-quality technical and customer support to internal and external stakeholders. This role involves overseeing daily operations, setting Service Desk standards, holding team members accountable to those standards, optimizing processes, and fostering a customer-centric approach to IT support.
The person in this role is expected to demonstrate the leadership, analytical, problem-solving, communication, and organizational skills to fulfill the responsibilities outlined below and generate quality results. Strong time management, written and verbal communication skills, including the ability to communicate with individuals at all levels of the organization, are essential along with the ability to work as part of a growing team.
All members of the EAG team are expected to actively participate in our team environment, communicate with our team members and customers in a professional and service-oriented manner and identify improvement and optimization opportunities. As EAG continues to grow, team members must be able to handle changing priorities and new challenges.
KEY RESPONSIBILITIES:
Responsible for recommending cyber security solutions, managing day-to-day security monitoring, and vulnerability assessments.
Day-to-Day Responsibilities include:
Team Leadership:

• Provide leadership, guidance, and mentorship to the Service Desk team (hardware security, and infrastructure team members).
• Hold team members accountable to Service Level Agreements and expected customer service levels.
• Recruit, train, and develop Service Desk personnel.
• Conduct performance evaluations and provide ongoing feedback.

Service Desk Operations:

• Oversee day-to-day operations.
• Ensure processes and policies are documented and followed.
• Ensure prompt and effective resolution of technical issues and service requests.
• Manage on-call rotation for weekend, holiday support service especially during critical internal and outsourcing monthly activities.
• Manage procurement, configuration, deployment and return of company hardware.
• Develop, manage, and maintain third-party vendor relationships.
  • Manage and work with carriers, service providers and vendors.
  • Manage vendor support services and client interactions.
• Monitor Service Desk performance and KPI's (call quality, response times, accuracy, resolution times, etc.) to meet or exceed service level agreements (SLAs).
• Identify training gaps and assist in development of training to address gaps.
• Determine staffing requirements and work with supervisor and HR to recruit additional team members to meet service demands.
• Coordinate with other EAG teams and vendors to resolve complex issues.

Cyber Security:

• Ensure compliance with IT security policies and practices.
• Implement and enforce security measures to protect sensitive data.
• Participate in incident management and root cause analysis.
• Participate in risk analysis and mitigation efforts.

Process Improvement:

• Continuously review and optimize Service Desk processes and workflows.
• Evaluate trends in support requests and identify opportunities for automation, efficiency improvements and self-service.
• Implement best practices for incident, problem, and change management.

Customer Service Excellence:

• Foster customer-centric culture within Service Desk team.
• Ensure excellent communication and professionalism in interactions with end-users.
• Gather client and internal feedback and modify processes and training to enhance customer satisfaction.
• Ensure user satisfaction by maintaining constant communication on open service items.

Technology Management:

• Manage, in conjunction with other EAG teams, ticketing system configuration and reporting.
• Define gaps and issues with current solution for resolution with EAG executive team.

POSITION, EXPERIENCE & EDUCATION REQUIREMENTS (Minimum Qualifications):

• Bachelor's degree in MIS, computer science, or a related field.
• 5+ years of IT Customer Service Management experience.
• 2+ years of Dispatch experience.
• Management experience.
• Willingness to be "Hands On" and "Do the Work" when required.
• Excellent Time Management and Organizational skills.
• Strong in all major Microsoft Office products (Word, PowerPoint, Excel) and either Microsoft Visio or Lucid Chart.
• Excellent work ethic and interpersonal skills, with the ability to effectively communicate and collaborate with stakeholders at all levels of the organization.
• Experience with Azure Cloud.
• Must be Houston-based and willing to commute into the EAG offices at least 4 days per week.

Must be eligible to work for ANY employer in the United States; we are unable to sponsor H1B applicants at this time.
WORK ENVIRONMENT:
EAG offers a variety of flexible work schedules which would be confirmed during the interview process.
The selected candidate will work in our downtown Houston, TX office.
People are EAG's most valuable asset. We offer a competitive and comprehensive salary and benefits package to all employees and invest in employee professional growth by providing a variety of educational and training opportunities.
EAG is an Equal Opportunity Employer.