Staff Accountant
February 24, 2026Contract: IT Support Manager (#10600)
Supporting a client in Grand Prairie that is looking for an experienced IT Support Manager for a 6–12 month engagement to stabilize and strengthen Help Desk operations. This is a hands-on interim leadership role focused on improving ticket management, enhancing service delivery, and ensuring effective coordination with a third-party cybersecurity and infrastructure provider.
This opportunity is ideal for an experienced IT leader or independent consultant who has successfully entered transitional environments to restore operational discipline, reduce backlog, and implement sustainable service desk processes.
Engagement Objectives
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Stabilize daily Help Desk operations
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Reduce and manage open ticket backlog
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Implement structured triage, prioritization, and escalation processes
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Improve service responsiveness and reporting visibility
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Establish sustainable documentation and workflows
Key Responsibilities
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Lead day-to-day Service Desk operations
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Manage and assign tickets based on priority and workload
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Provide hands-on Tier 2/3 technical support as needed
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Coordinate escalation and resolution with third-party providers
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Monitor service performance and report status to leadership
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Document processes, escalation paths, and knowledge base materials
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Identify operational gaps and recommend improvements
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Oversee hardware issuance and refresh processes
Required Experience
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8–12+ years of progressive IT support experience
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3–5+ years leading or restructuring Service Desk operations
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Proven success stabilizing IT support functions in transitional environments
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Strong hands-on experience with Microsoft 365, Active Directory / Entra ID, and Windows desktop environments
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Experience working with Managed Service Providers (MSPs)
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Strong incident management, triage, and prioritization skills
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