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2 results for Help Desk Support Manager in Houston, 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
- Houston, TX
- onsite
- Permanent / Full Time
- 70000 - 75000 USD / Yearly
- <p>Our client is seeking a bilingual Customer Service Supervisor to lead a customer support function for an equipment and distribution business. This role is ideal for a fluent Spanish-English candidate who can guide a small team, strengthen service standards, and handle escalated customer concerns with confidence. The ideal candidate brings strong organizational skills, advanced Excel capabilities, and a track record of improving workflows and performance measurement within a customer service environment.</p><p><br></p><p>Responsibilities:</p><p>• Lead, coach, and develop a customer service team of at least two employees, setting clear expectations and supporting day-to-day success.</p><p>• Oversee the resolution of complex customer issues, ensuring concerns are addressed promptly and effectively.</p><p>• Design and track key performance indicators to measure team productivity, service quality, and response effectiveness.</p><p>• Analyze service trends and operational data in Microsoft Excel to identify gaps and recommend practical improvements.</p><p>• Support billing-related inquiries and coordinate with internal teams to resolve account or payment discrepancies.</p><p>• Use CRM and call center tools, including dialer systems, to manage customer interactions and maintain accurate records.</p><p>• Create training plans and provide ongoing mentorship to strengthen communication, problem-solving, and service delivery skills.</p><p>• Review existing customer service processes and implement improvements that increase efficiency and enhance the customer experience.</p>
- 2026-10-02T00:00:00Z