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IT Manager – Helpdesk

Blackstone Talent

This is a Full-time position in Houston, TX posted September 15, 2021.

Our client in the Clear lake area is seeking an experienced “Hands-On” IT Helpdesk Manager. The IT Manager will manage and coordinate the complete range of end user services such as desktop, mobility, Tier I site operations – locally and remote sites, conferencing facilities, incident/request fulfilment management. The ideal candidate will have knowledge of hardware, software, data communications, and user applications areas. Reporting to the Director of IT, you should have significant experience in managing the delivery of technical services, together with project management experience in technical areas.


  • Primary contact with leadership to define and prioritize IT service requirements
  • Hire, train, evaluate, and develop a small staff required to deliver IT services effective and efficiently
  • Take command and control of any IT operational crisis or critical incidents by influencing/escalating across service owners/providers to resolve any service interruptions
  • Communication and daily management of the service desk processes and services
  • Monitor and escalate VIP support incidents
  • Support shift left strategy to drive incident resolution to level one support and formalize escalation process for Tier 2/3 support.
  • Provide 24×7 management oversight for assigned infrastructure, applications, other IT services
  • Refine, develop, and enhance service desk software and processes (Jira Service Management)
  • Ensure adherence to established corporate strategies, standards and policies and suggest modifications as appropriate
  • Adhere to IT Change management governance model
  • Provide metrics tracking of operational performance and quality of services
  • Participate in troubleshooting, capacity planning and analysis, performance analysis
  • Establish operational objectives and work plans, then delegate assignments to the appropriate staff member or group
  • Regularly review the established objectives to determine the success of the operation
  • Follow Project management methodology
  • Become the broker of IT Services with corporate counterparts
  • Ensures that design and selection of solutions are in alignment with corporate IT strategies, and policies. Conduct architecture/security reviews as required.


  • Bachelor’s degree in computer science or related IT disciplines
  • Minimum of 7 years IT experience
  • Minimum 4 years managerial/supervisory experience
  • Strong problem solving and troubleshooting skills with the ability to exercise mature judgment.
  • Strong understanding of networking concepts
  • Good presentation and communication skills
  • Work with limited direction and able to manage local and remote projects
  • Must be able to learn quickly and work in a fast-paced environment with the ability to manage multiple competing tasks/demands
  • Knowledge of Windows Operating Systems and the Microsoft ecosystem (particularly productivity applications)

This is a great opportunity to join a stable organization. Compensation for this position will can reach up to $125k + Bonus for the ideal individual and this position has stellar benefits. Do not let this unique opportunity pass by. If you are interested in learning more about this role, e-mail your resume to This search is priority to our client and they ready to interview. Our client is only looking at individuals who live within daily commuting distance to the Clear Lake Texas Houston area.

Job Requirements:

  • Recommend cost-effective hardware/software solutions
  • Resolving technical issues (both software and hardware)
  • Resolve problems with software, hardware, and systems management
  • Manage technical support services related to infrastructure
  • Provide technical support and management for security operations and projects
  • Manage the company’s software production control infrastructure
  • Diagnose hardware problems on a computer
  • Upgrade and support of business systems
  • Lead in the implementation of disaster recovery and business continuity programs to ensure system security for computer rooms and systems hardware/software
  • Build/configure/troubleshoot hardware/software enhancements, application deployments and infrastructure upgrades
  • Ensure support for the information security initiatives
  • Optimize systems work processes and use of systems software tools to achieve aims
  • Work with outside software vendors and consultants on software projects
  • Implement audits of information systems to ensure are operating security and data
  • Determine requirements and prioritize software projects
  • Develop information/data architecture requirements
  • Assist in the provisioning of end-user services, including help desk and technical support services
  • Work with all network operations teams to insure optimal performance of the network
  • Manage the company’s portfolio of software development and maintenance projects
  • Secure network traffic and applications on a computer
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