Job Locations US-TX-Commerce
Job ID
Information Technology


The Director of Desktop and Classroom Support is a leader within the technical support group in Information Technology and is responsible for the management of the classroom and desktop support staff; the delivery of technical support and services; and the overall satisfaction of our customers. The Director must have a strong customer service background coupled with technical skills in all aspects of desktop support, network connectivity, computer operating systems, mobile devices, desktop hardware, and software applications. The position is responsible for managing support staff located in Commerce, Texas with satellite locations in Midlothian, Mesquite, and Dallas. If you are already at this level or proficient and ready to take the next step in your career, this is the opportunity for you. 


Must currently be local to the area, have excellent communication/soft skills, and not require sponsorship.  No 3rd parties please.


- Delivery of technical support and customer satisfaction
- Management of ticket flow and technician workload

- Setting daily priorities to meet department goals and customer expectations
- Oversight of daily operations of the desktop support group
- Collaboration with other groups within IT to ensure issue handoff; knowledge transfer & customer satisfaction
- Creation and publication of metrics from the service management system
- Development and continual review of team training materials
- Creation and periodic review of IT knowledge base articles
- Evaluation and refinement of processes to ensure accurate and timely delivery of services
- Team development; coaching and mentoring; supplying opportunities for technicians to improve skills and knowledge
- Delivering feedback to team members at regular intervals and conducting performance evaluations
- Management of internal communications for customer issues 
- Establishment of effective and productive working relationships with staff at all levels
- Providing data to support staffing decisions and support the leadership of IT in staff planning

- Ensure appropriate staffing levels are maintained and participate in hiring of staff 
- Plan, coordinate and participate in off-hours project requirements as well as on-call support 
- Other duties as assigned


- Bachelor’s degree in computer science or work equivalent
- Five or more years of experience with Desktop technologies, multiple operating systems, and desktop applications

- Experience managing IT professionals for five or more years
- Strong knowledge and experience with PC hardware and software
- Highly customer-service focused with demonstrable experience in meeting and managing customer expectations

- Skilled at managing environments with a variety of personalities
- A positive attitude and ability to develop productive relationships with staff at all organizational levels
- Excellent written and oral communication skills

- Advanced ability to communicate technical concepts to technical and non-technical staff
- Demonstrable, hands-on technical skills with a focus on all aspects of desktop and mobile devices
- Knowledge of ITIL concepts and current technology protocols and standards
- Strong critical thinking skills; the capacity to understand, analyze and creatively solve problem 


Must currently be local to the area, have excellent communication/soft skills, and not require sponsorship.  No 3rd parties please.


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed