Service Desk & Security Manager – Enterprise IT Operations
6 - 10 years
Dallas-Fort Worth Metroplex
Full-time
Hybrid
1 month ago
About the role
Service Desk & Security Manager – Enterprise IT OperationsTriPowers LLC
Location: Remote (Texas Preferred)
Employment Type: Full-Time
Travel: Occasional Texas travel as needed
About TriPowers LLCTriPowers LLC is a Service-Disabled Veteran-Owned Small Business (SDVOSB) delivering enterprise IT operations, workstation management, and technology modernization solutions for government and commercial clients.
We are seeking an experienced Service Desk & Security Manager to support a large-scale statewide Workstation Management Services (WMS) initiative supporting enterprise end-user computing environments across Texas.
Position SummaryThe Service Desk & Security Manager will oversee IT service desk operations, ticket escalation management, ITSM processes, operational compliance, and information security coordination supporting enterprise workstation management services.
This role combines operational service desk leadership with security and compliance oversight to ensure reliable service delivery, SLA performance, and adherence to government IT security requirements.
The ideal candidate has experience leading enterprise IT support operations within managed services, government, healthcare, or other regulated environments.
Key Responsibilities
Required Qualifications
Preferred Qualifications
Preferred Technical Experience
Why Join TriPowers?
Benefits
Location: Remote (Texas Preferred)
Employment Type: Full-Time
Travel: Occasional Texas travel as needed
About TriPowers LLCTriPowers LLC is a Service-Disabled Veteran-Owned Small Business (SDVOSB) delivering enterprise IT operations, workstation management, and technology modernization solutions for government and commercial clients.
We are seeking an experienced Service Desk & Security Manager to support a large-scale statewide Workstation Management Services (WMS) initiative supporting enterprise end-user computing environments across Texas.
Position SummaryThe Service Desk & Security Manager will oversee IT service desk operations, ticket escalation management, ITSM processes, operational compliance, and information security coordination supporting enterprise workstation management services.
This role combines operational service desk leadership with security and compliance oversight to ensure reliable service delivery, SLA performance, and adherence to government IT security requirements.
The ideal candidate has experience leading enterprise IT support operations within managed services, government, healthcare, or other regulated environments.
Key Responsibilities
- Manage daily service desk operations and incident escalation processes
- Oversee Tier 1 and Tier 2 support coordination and ticket workflows
- Monitor SLA, KPI, and operational performance metrics
- Ensure compliance with IT security policies and operational procedures
- Support security documentation, audit readiness, and access management processes
- Coordinate incident response and operational escalation activities
- Work closely with field services, PMO, logistics, and executive leadership teams
- Manage ITSM workflows, ticket queues, and service reporting
- Support user onboarding/offboarding and access control coordination
- Assist with implementation of operational process improvements
- Provide regular reporting on service desk and security operations
- Support remote workforce and enterprise endpoint support operations
Required Qualifications
- 5+ years of experience managing IT support operations or service desk environments
- Experience with enterprise desktop support and endpoint management
- Experience using ITSM platforms such as BMC Helix, ServiceNow, Remedy, or similar
- Knowledge of incident management, escalation workflows, and SLA management
- Understanding of information security principles and compliance processes
- Strong communication, organizational, and leadership skills
- Experience supporting distributed or remote workforce environments
Preferred Qualifications
- ITIL Certification
- Security+ Certification
- CISSP or equivalent cybersecurity certification
- Government, healthcare, or regulated environment experience
- Experience supporting enterprise workstation management operations
- Familiarity with NIST 800-53 security controls
Preferred Technical Experience
- IT Service Management (ITSM)
- BMC Helix
- ServiceNow
- Endpoint Support
- Desktop Support Operations
- Workstation Management Services
- Incident Management
- Access Management
- SLA/KPI Reporting
- Security Compliance
- NIST Security Controls
- Remote Workforce Support
- Enterprise Windows Environments
Why Join TriPowers?
- Support a major statewide technology modernization initiative
- Remote-first leadership opportunity
- Collaborative and mission-driven culture
- Growth opportunities within a rapidly expanding SDVOSB
- Competitive compensation and benefits
- Veteran-led operational environment focused on excellence and accountability
Benefits
- Remote Work Flexibility
- Medical, Dental, and Vision Insurance
- 401(k) with Company Match
- Paid Time Off (PTO)
- Certification & Training Assistance
- Career Growth Opportunities
Skills
Information TechnologyBusiness Consulting and Services