iHeartMedia IT Service Desk Manager in San Antonio, Texas

Current employees and contingent workers click here at https://wd5.myworkday.com/iheartmedia/d/task/3005$4482.htmld to apply and search by the Job Posting Title.

Clear Channel Outdoor

Job Summary:

The IT Service Desk Manager is responsible for overseeing the quality daily support tickets and overall end user satisfaction. IT Service Desk Manager will be responsible for managing both end users and technician expectations through managing the Enterprise Help Desk and Desktop Support teams. This position requires working independently with minimal supervision from Director of Operations.

The IT Service Desk Manager will:

  • Be able to manage multiple technicians and end user’s expectations

  • Take ownership of end users issues reported to team members and ensure problems through to resolution

  • Ensure team members are researching, diagnosing, and troubleshooting solutions to resolve end user’s issues

  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

  • Be proactive in communication to end users and technicians as issues arise ensuring prompt and accurate feedback to end users

  • Work closely with top management through daily communication

  • Ensure proper recording and closure of all issues

  • Set the pace and workflow for the entire team

  • Manage staff by recruiting, training, and coaching employees, communicating job expectations and appraising their performance

  • Advance knowledge-base of IT networking infrastructure coupled with server/desktop support

  • Will be responsible for hourly, daily and weekly review of all tickets.

  • Ensure enterprise team metrics meet KPI’s and SLAs while upholding highest level of end users service and satisfaction

  • Explore scalable and cost-effective call center & remote support models

  • Maintain and optimize client devices asset lifecycle management program

  • Create dashboards, reports & operational procedures

  • Optimize enterprise desk tools to their full capability

  • Be metric driven and deploy shift-0/left strategies to decrease MTTR, improve KPIs and enterprise desk metrics


  • Demonstrated thorough working knowledge of network and desktop operating systems; including the ability to troubleshoot hardware and software as it pertains to the network and desktop availability required

  • Excellent problem-solving and troubleshooting skills required

  • Effective communication skills required

  • Excellent end users service and interpersonal skills required

  • Ability to prioritize multiple tasks and projects required, along with strong organizational skills required

  • Ability to work effectively in a fast-paced and rapidly changing environment required

  • Effective facilitation and project management skills

  • Demonstrated ability to lead and motivate a team required

  • Passion for IT and eagerness to stay current with changing technology practices

  • Ability to utilize metrics and data to improve service quality and team performance

  • Ability to adapt and promote organizational core beliefs and values

  • Highly motivated self-starter

Education and Experience:

  • Bachelor’s degree is preferred or 15 years of experience with 8 years management in lieu of degree

  • Must have direct supervisory experience coordinating the administration of Helpdesk and technical support teams

  • Minimum of (10) years of hands-on experience troubleshooting, maintaining and performing computer related repairs and desktop application support


San Antonio, TX: 20880 Stone Oak Parkway, 78258

Position Type


The Company is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.

Our organization participates in E-Verify. Click here at http://iheartmediacareers.com/Pages/EEO.aspx to learn about E-Verify.

Current employees and contingent workers click here at https://wd5.myworkday.com/iheartmedia/d/task/3005$1999.htmld to apply and search by the Job Posting Title.

iHeartMedia, Inc. is one of the leading global media and entertainment companies specializing in radio, digital, outdoor, mobile, live events, and on-demand entertainment and information services across the nation and providing premier opportunities for advertisers.

Click Here To Learn More About Us:

www.iheartmedia.com at http://www.iheartmedia.com/Pages/Home.aspx