IT Support Operations Manager

Job Title: IT Support Operations Manager City, State, Location: Irving, TX

Ethos Group is built on a foundation of honor, integrity, and initiative. These principles define our identity and fuel our pursuit of excellence in all that we do.

Our employees enjoy hands-on learning, mentorship, and opportunities for professional growth in an atmosphere where we challenge each other to succeed and celebrate those successes together.

We are seeking an experienced and client-focused individual to support all aspects of our automotive dealership clients' deployment and adoption of Ethos Group technologies.  

This role is both strategic and hands-on, requiring strong technical acumen and communication skills to ensure successful implementation and long-term client satisfaction. Exceptional customer service is essential, as we are committed to upholding the high standards and reputation our clients have come to expect. In addition to working directly with clients, this individual will play a key leadership role in managing, mentoring, and guiding a team of help desk support professionals, ensuring consistent, high-quality support delivery and fostering a culture of excellence, responsiveness, and continuous team development.  

Key Responsibilities:

• Team Leadership: Manage and mentor a team of 40 IT support staff, including performance reviews, career development, and training plans. 

• Resource Management: Set priorities, allocate resources, and ensure service-level targets are met or exceeded. 

• Cultural Development: Foster a positive team culture and promote collaboration across technical teams. 

• Client Collaboration: Collaborate with dealership clients to facilitate the implementation and onboarding of Ethos Group technologies across various departments. 

• Help Desk Supervision: Lead, mentor, and support a team of help desk professionals by providing technical guidance, performance feedback, and development opportunities. 

• Deployment & Training: Serve as a primary point of contact during deployment phases, offering guidance, training, and technical support tailored to each client’s operational needs. 

• Communication: Translate complex technical concepts and features into clear, actionable steps for non-technical users. 

• Client Support: Provide ongoing support to ensure clients are fully adopting the tools and maximizing value from the platform. 

• Issue Resolution: Respond promptly and professionally to client inquiries, resolving issues or escalating as needed to ensure a smooth user experience. 

• Help Desk Operations: Oversee daily help desk operations to ensure timely and effective resolution of support tickets and client issues. 

• Best Practices: Establish and maintain best practices for support workflows, documentation, and escalation procedures. 

• Continuous Improvement: Foster a team culture focused on collaboration, accountability, and continuous improvement. 

• Feedback Collection: Assist in gathering client feedback to contribute to ongoing product enhancement and service delivery improvements. 

• Cross-functional Collaboration: Work closely with cross-functional teams, including Product Development and Client Services, to align implementation efforts with client expectations. 

Knowledge and Skills:

• Technical Proficiency: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), with strong emphasis on Excel for data analysis and reporting. 

• ITSM Experience: Hands-on experience with IT service management platforms such as ServiceNow, including ticketing workflows and knowledge base usage. 

• Hardware Knowledge: Solid understanding of computer hardware, peripheral devices, and general troubleshooting methodologies. 

• Analytical Skills: Strong analytical and problem-solving skills with the ability to think critically and resolve technical issues efficiently. 

• Communication Abilities: Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users. 

• Time Management: Ability to manage multiple tasks, prioritize effectively, and work both independently and collaboratively in a team-oriented environment. 

• Deployment Familiarity: Familiarity with enterprise software deployment, user onboarding, and client training processes is a plus. 

  
  

Professional Attributes: 

• Positive & Professional: Consistently approaches challenges with a solution-focused positive mindset while maintaining a respectful and composed presence in all interactions. 

• Humble & Collaborative: Welcomes feedback and values team success. 

• Adaptable & Proactive: Flexible, self-motivated, and responsive to change. 

• Communicative & Presentable: Strong communicator with a polished, professional presence. 

• Eager to Learn: Demonstrates curiosity and a commitment to continuous improvement. 

Education and Experience:

• Education: Bachelor’s degree in Business Administration, Data Science, Data Analytics, Computer Science, Information Technology, or a related field. 

• Experience: Minimum of 5 years of experience in a technical support, help desk, or IT service management role, preferably in a client-facing environment. 

• Leadership: Prior experience leading or mentoring a support team is required. 

Work Environment:

• Schedule: Monday to Friday. 

• Work Arrangement: This is primarily a hybrid role with occasional travel required to client sites. 

• Weekend Support: Occasional weekends, as the Help Desk operates seven days a week to support client needs.  Would you like to apply to this job?

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