NorthStar Memorial Group

Service Desk Manager

Job ID
Location Name
NSMG Home Office, TX
Position Category


NS Logo-tag -cmyk smaller


The IT Service Desk Manager manages the day to day functions of the service desk team.  The Service Desk Manager will work closely with the IT Manager, IT groups, other departments, and external vendors to ensure the highest level of quality support possible is provided.


The service desk is open Monday through Friday 7am – 7pm, and on Saturday from 8am – 5pm.


  • Manage activities and operations of Service Desk and Desktop Support team members, including scheduling, interviewing, selecting, and training new hires
  • Monitor and manage service desk queue.
  • Identify service trends using metrics to proactively drive ticket volume and client issues down
  • Provide complete support for computers, applications, peripherals, eFax, MFPs, hotspots, and mobile devices including lifecycle management, procurement and inventory
  • Provide Tier 1 and 2 support for network, applications, circuits, and phones
  • Provide strong technical guidance to staff in troubleshooting, efficient resolution and act as a technical escalation as needed to help resolve client support issues
  • General project management for Service Desk related projects – company-wide computer replacements, roll-out and selection of inventory system, optimization of helpdesk software, etc.
  • Manage all computer software security and patch updates including pushing updates, creating packages and monitoring install status

Requirements and Qualifications

  • Bachelor's degree in computer technology or equivalent combination of education and experience
  • 5+ years of progressive experience in Information Technology
  • High level of experience with Windows operating systems and computer hardware and peripherals
  • Experience troubleshooting network outages. General understanding of networks, WANs, LANS, and VPNs required.
  • Experience supporting computer users in multiple locations across multiple time zones
  • Strong interpersonal and communication skills
  • ITIL experience and certification highly preferred
  • Project management experience preferred
  • Ability to travel periodically (California, Florida, Hawaii, Tennessee, Ohio, Illinois, Oklahoma, Washington); travel expectation less than 10%
  • Service-oriented mentality - Actively looking for ways to help people; take initiative and be proactive


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