Quantum World Technologies Inc. · 3 hours ago
Service Desk Manager
Dallas, TX
Contract
Onsite
Senior Level, Lead/Staff
12+ years expQuantum World Technologies Inc. is seeking a seasoned Service Manager – Service Desk to lead end-to-end Service Desk operations, ensuring exceptional customer experience and operational excellence. This role demands strong leadership and ITIL/ITSM governance expertise to drive initiatives and manage incident resolutions.
ConsultingHuman ResourcesInformation TechnologyStaffing Agency
Hiring Manager
Sahil Khan
Responsibilities
Ensure Service Desk processes meet internal and external audit requirements
Enforce security, compliance, and data privacy standards across all Service Desk activities
Maintain compliance reporting and audit trails for ITSM processes
Maintain adequate staffing for peak loads, holidays, and on-call rotations
Drive continuous skill development (technical and soft skills)
Handle performance management, including underperformance and disciplinary actions
Ensure daily reporting and analysis of past 24-hour performance
Forecast ticket volumes and plan resource capacity
Own Service Desk tools, ticketing systems, and integrations
Own and manage the call management platform, including configuration changes and enhancements
Identify and implement automation/self-service opportunities
Lead Shift-Left/Shift-Right initiatives to reduce ticket volume and improve proactive support
Plan and coordinate tool upgrades and integrations
Drive ITSM process governance for Incident, Request, Problem, and Change Management
Conduct regular reviews and improvements in Knowledge Management processes
Analyze operational data and provide recommendations for process improvement and trend-based actions
Plan, execute, and document DR drills; initiate DR actions during outages
Act as Incident Manager during critical outages, including stakeholder communication
Drive root cause analysis and permanent fixes for recurring issues
Own CSAT metrics and remediation plans
Prepare and present dashboards and service reviews to leadership
Ensure proactive communication during major incidents and outages
Manage Service Desk operational budget and cost optimization
Govern vendor SLAs, contracts, and performance reviews (QBRs)
Drive continuous improvement and process maturity
Collaborate with EUC, Security, Network, and Application teams for seamless service delivery
Ensure Service Desk readiness for change management and releases impacting end-user services
Qualification
Required
Bachelor's degree in IT or equivalent experience
12–15 years in IT with proven Service Desk leadership experience
Strong ITSM knowledge
KPI management
Stakeholder communication
Crisis handling
Preferred
ITIL preferred
Microsoft/VDI certifications a plus
Company
Quantum World Technologies Inc.
QUANTUM WORLD TECHNOLOGIES INC, is a IT Consulting and Staffing venture of QUANTUM GROUP OF COMPANIES having its presence in IT and I.T.E.S, Real Estate, Hospitality, Pharmaceuticals, and Entertainment Industries across the globe, with its headquarters in Los Alamitos CA, Parsippany – NJ, Seattle – WA, Canada, Dubai and India.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
A
Ashish Srivastava
Managing Director
Company data provided by crunchbase