National Accounts Manager driving revenue growth and partnerships with enterprise customers at Parts Authority. Focused on managing and expanding multi - location customer accounts across Texas.
About the role
- Sr Manager for Service Desk overseeing operations and strategy at Public Consulting Group. Leading a technical service desk team to enhance customer experience and apply ITIL best practices.
Responsibilities
- Responsible for the strategy, performance, and business outcomes of the service desk function
- Responsible for the daily operations and performance of a technical service desk team
- Provide operational oversight: manage daily ticket flow, monitor queues, and adjust staffing levels
- Team leadership: recruit, train, and mentor service desk technicians
- Define and enforce Service Level Agreements (SLAs)
- Act as the primary point for complex technical issues
- Leverage ITIL best practices to standardize workflows
- Lead major incident management, including stakeholder communications
- Partner with other IT teams (Network, Infrastructure, Product)
- Manage relationships with hardware logistics providers and suppliers
- Continually seek opportunities to strengthen client relationships
- Ensure adherence to company policies and procedures
Requirements
- Bachelor’s degree in computer science, information systems, engineering or related discipline required
- Master’s degree in business or technology discipline preferred
- 8 – 12 years of IT support; infrastructure or operations preferred
- 5+ years in a lead or managerial capacity
- ITIL Foundations, HDI Support Center Manager, or PMP highly preferred
- Proven ability to lead large-scale service desk or IT operations teams
- Passionate about engaging with customers
- Strong understanding of ITIL 4 principles
- Data-driven with proficiency using ITSM analytics
- Broad technical knowledge across Windows OS, Active Directory, Networking, Azure services, and Unified Endpoint Management (UEM)
- Demonstrated success implementing automation, self-service, and AI-assisted support
- Proficiency with modern ITSM platforms such as ServiceNow, Jira Service Management, or Remedyforce
- Proficiency with the creation and maintenance of a high-quality Knowledge Base (KB)
- Strong communication and listening ability
- Experience with asset lifecycle management
Benefits
- medical and dental care benefits
- 401k
- PTO
- parental leave
- bereavement leave
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