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1 result for Help Deskdesktop Support Analyst in Pasadena, TX
- the Woodlands, TX
- onsite
- Permanent / Full Time
- 120000 - 130000 USD / Yearly
- We are looking for an experienced Help Desk Manager to lead daily support operations and deliver a high-quality IT service experience for end users in The Woodlands, Texas. This role oversees ticket management, team performance, and hands-on support activities while helping maintain reliable access to core systems and user services. The ideal candidate brings strong leadership, sound technical judgment, and a practical approach to improving service desk processes and support outcomes.<br><br>Responsibilities:<br>• Direct day-to-day help desk operations, ensuring support requests are prioritized, assigned, and resolved within established service expectations.<br>• Guide and support service desk and deskside support staff, providing coaching, performance oversight, and clear direction on incident handling.<br>• Monitor ticket queues and service metrics to identify trends, remove bottlenecks, and improve overall response and resolution times.<br>• Oversee user account administration and access-related support activities within Active Directory, including troubleshooting authentication and permission issues.<br>• Coordinate escalation management for complex technical problems and work closely with internal teams to drive timely resolution.<br>• Maintain and refine ITSM processes for incidents, requests, and service delivery to strengthen consistency and user satisfaction.<br>• Provide hands-on assistance with deskside support needs when required, including diagnosing hardware, software, and end-user issues.<br>• Prepare operational reports and communicate service performance, recurring issues, and improvement opportunities to leadership.
- 2026-10-07T00:00:00Z