IT Support Manager
Thomas Edwards Group Inc.
Contract
Grand Prairie, TX
Job description
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
Stabilize daily Help Desk operations
Reduce and manage open ticket backlog
Implement structured triage, prioritization, and escalation processes
Improve service responsiveness and reporting visibility
Establish sustainable documentation and workflows
Key Responsibilities
Lead day-to-day Service Desk operations
Manage and assign tickets based on priority and workload
Provide hands-on Tier 2/3 technical support as needed
Coordinate escalation and resolution with third-party providers
Monitor service performance and report status to leadership
Document processes, escalation paths, and knowledge base materials
Identify operational gaps and recommend improvements
Oversee hardware issuance and refresh processes
Required Experience
8–12+ years of progressive IT support experience
3–5+ years leading or restructuring Service Desk operations
Proven success stabilizing IT support functions in transitional environments
Strong hands-on experience with Microsoft 365, Active Directory / Entra ID, and Windows desktop environments
Experience working with Managed Service Providers (MSPs)
Strong incident management, triage, and prioritization skills
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