MV Transportation · 6 hours ago
IT Manager - End User Services
Dallas, TX
Full-time
Hybrid
Senior Level
5+ years expMV Transportation is seeking a highly skilled and motivated IT Manager to oversee and manage their End User Services department. The successful candidate will lead a team providing excellent service desk support and desktop services while ensuring smooth operations and customer satisfaction.
AutomotivePublic TransportationService IndustryTransportation
Responsibilities
Lead day‑to‑day Service Desk operations (Level 1–3), ensuring timely, accurate resolution of incidents/requests and adherence to SLAs/KPIs; manage major incident participation and communications
Own queue management, ticket workflow design, and knowledge base quality; ensure consistent categorization, routing, and escalation
Establish and enforce desktop standards, imaging/builds, and endpoint configuration; coordinate hardware break/fix and lifecycle
Forecast and manage the EUS budget seeking opportunities to not only meet budget but identify savings where possible
Develop and implement service desk policies, procedures, technical standards, and best practices to optimize productivity and enhance customer satisfaction
Manage the deployment, configuration, and maintenance of desktop hardware and software across the organization
Oversee onboarding/offboarding technology (device provisioning, account setup, app access), partnering with HR and IT infrastructure
Monitor and analyze service desk performance metrics, identifying areas for improvement and implementing necessary actions. Drive monthly desktop patch compliance—monitor, report, and remediate exceptions
Collaborate with other IT teams to ensure seamless integration and compatibility of desktop systems with network infrastructure and enterprise applications
Ensure positive VIP/Executive support, white‑glove incident handling, and clear post‑incident follow‑ups
Oversee the provisioning, configuration, and maintenance of tablets used by employees, ensuring smooth operation and optimal performance
Implement and enforce security measures to protect sensitive data on tablets, including encryption, access controls, and mobile device management solutions
Serve as the point of contact for division leadership on end‑user technology readiness, cutovers, and special events (GM Academy, large onboardings)
Lead EUS projects successfully to completion
Collaborate with Infrastructure/Network, Business Systems, and Vehicle Technology teams for cross‑queue issues (e.g., tablet deployments, application access)
Oversee asset lifecycle accuracy (assignment, returns, disposition)
Manage the organization's voice services, including telephony systems, call routing, and conferencing solutions
Ensure high availability, reliability, and quality of voice services, troubleshooting issues and coordinating with vendors when necessary
Collaborate with stakeholders to identify voice service requirements, propose enhancements, and implement new technologies as needed
Manage, coach, and develop the EUS team (Service Desk, Desktop/Field Support, contractors), including staffing, shift coverage, and performance feedback
Foster a service‑oriented culture emphasizing communication, empathy, and continuous improvement; address quality issues and reinforce standards
Lead, motivate, and mentor a team of early-career IT professionals, fostering a positive and collaborative work environment
Assign tasks, set performance goals, and conduct regular performance evaluations for team members
Collaborate with other IT leaders and stakeholders to align end user services with broader IT strategies and organizational goals
Qualification
Required
Five (5)+ years in end‑user support leadership (Service Desk/Desktop) managing distributed teams and 24×7 operations
Demonstrated ownership of ITSM processes/metrics and experience tuning workflows in platforms such as Freshservice or ServiceNow
Knowledge of ITIL-based practices
Hands‑on experience with Microsoft 365, Azure AD/Entra ID, Intune/Endpoint Manager, Windows 11, VPN, and endpoint security controls (MFA, AV)
Strong communication and stakeholder management skills; proven ability to drive change and coach early‑career technicians
Demonstrated motivation and initiative to drive success in the operation and successfully lead and complete IT projects
Company
MV Transportation
MV Transportation is a privately-owned passenger transportation contracting firm that provides paratransit services.
10001+ employees
H1B Sponsorship
MV Transportation has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (4)
2023 (1)
2022 (3)
2021 (3)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Tom Egan
Chief Executive Officer
Recent News
2025-10-30
2025-10-06
Maryland Daily Record
2025-09-27
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