IT Service Desk Manager

Position Summary

The primary responsibility of the IT Service Desk Manager is to lead the day-to-day operation of the IT Helpdesk as Talos Energy’s first line of support for technology incidents and work requests. This role manages a team of six direct reports, ensures timely intake, triage, escalation, and resolution of user issues, and owns the end-to-end processes for incident management, request fulfillment, and problem management coordination. The IT Service Desk Manager also owns the asset lifecycle for end-user technology (endpoints, mobile devices, and printers), including procure, stock, refresh, and retire, to ensure standards, availability, and accurate asset records. The IT Service Desk Manager drives consistent customer communication, service level performance, knowledge management, and continual service improvement, partnering closely with infrastructure, cybersecurity, enterprise applications, and vendors to restore service quickly and reduce repeat incidents. The position reports to the Enterprise Systems and Services Manager.

Duties & Responsibilities

This position is responsible for leading IT Service Desk activities, including but not limited to:

• Lead, coach, develop, and manage performance of six Service Desk team members; build a customer-first culture and ensure appropriate coverage during business hours and planned on-call rotations as applicable.
• Own the IT Helpdesk intake process for incidents and work requests, including prioritization, categorization, triage, routing, escalation, and closure with clear customer communication.
• Manage incident response for end-user and enterprise technology disruptions, coordinating with internal resolver groups and vendors to restore service within agreed targets.
• Oversee request fulfillment workflows (e.g., access, hardware/software, onboarding/offboarding intake) to ensure requests are complete, approved, tracked, and delivered as expected.
• Own the asset lifecycle for end-user technology (endpoints, mobile devices, printers), including procure, stock, deploy, refresh, and retire, including inventory accuracy, standard builds/configurations, replacement planning, secure disposal, and coordination with purchasing and vendors.
• Coordinate problem management activities by identifying repeat incidents, driving root-cause analysis with resolver teams, and tracking corrective actions that reduce recurring disruption.
• Maintain and improve service desk tools and procedures, including ticket quality standards, knowledge base articles, standard operating procedures, and self-service guidance.
• Own customer-facing communications for the Service Desk, including proactive updates during incidents and changes, and running information sessions with key stakeholder groups (e.g., Executive Assistants and departmental admins) on support processes, common issues, and new tools or standards.
• Monitor and report on service performance (e.g., volume, response/resolution times, backlog, SLA attainment, customer satisfaction, user sentiment) and lead continual improvement actions.
• Own customer satisfaction (CSAT) and user sentiment measurement for IT support, including survey approach and cadence, analysis of feedback and themes, and execution/tracking of action plans to improve the end-user experience.
• Partner with Enterprise Systems, Infrastructure, Cybersecurity, and third-party providers to align support processes, escalation paths, and communications for planned changes and outages.
• Ensure service desk practices align with IT policies and controls, including asset handling, access request documentation, and adherence to security and compliance requirements.
• Support major incident communications and post-incident reviews, capturing lessons learned and updating knowledge and procedures accordingly.
  
  

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
• 5 years of progressive experience in IT end-user support/service desk operations, including experience leading or supervising a support team.
• Hands-on experience with ITSM processes (incident, request, problem) and service desk ticketing tools; experience operating to SLAs/OLAs and reporting performance metrics.
  
  

Qualifications & Skills

• Strong customer service mindset with ability to set expectations, communicate status, and translate technical issues into clear business language.
• Proven people leadership skills, including coaching, performance management, and building team capability through training and knowledge sharing.
• Working knowledge of ITIL/ITSM practices, especially incident management, request fulfillment, problem management, escalation management, and knowledge management.
• Strong troubleshooting and triage skills across common end-user technologies (Windows, Microsoft 365, identity/access basics, printing, mobile devices, collaboration tools) with ability to determine when to escalate.
• Ability to manage competing priorities in a high-volume environment while maintaining ticket quality, documentation, and follow-through.
• Comfort with metrics and operational reporting (ticket trends, backlog, SLA attainment, customer satisfaction) and using data to drive continuous improvement.
• Strong collaboration skills to coordinate with resolver teams, vendors, and business stakeholders during incidents and service restoration efforts.
• Strong written and verbal communication skills, including facilitation of stakeholder information sessions and training for non-technical audiences.
• Experience managing end-user technology lifecycle and IT asset practices (endpoints, mobile devices, and printers), including inventory, standard configurations, refresh cycles, and secure retirement/disposal.
• High integrity and attention to detail, especially when handling access requests, endpoint asset procedures, and security/compliance requirements.
  
  

Certificates & Licenses

• None required; ITIL Foundation, HDI Support Center Manager, or similar service management/support certifications are a plus.
  
  

Physical Requirements

• Primarily office work; must be able to sit for extended periods and use hands/arms for repetitive motion (keyboard/mouse).
• Ability to travel as needed for business meetings and project activities.