IT Service Desk

Who We Are:

Headquartered in Austin, TX, with operations in Kermit and Monahans, TX, Atlas Energy Solutions is the leading provider of high-quality frac sand and innovative logistics solutions to Exploration and production operators and oil field service providers in the Permian Basin.  We are proud of what we do – we have state-of-the-art manufacturing facilities, premium offerings, outstanding customer service, an exceptional work culture, and a commitment to giving back to the community.

We’re very excited about what we see in front of us, and we think you will be too – so join our team and contribute to our growth!

How You Will Make an Impact 

As the IT Service Desk, you will drive exceptional IT support by leading the Service Desk roadmap, integrating internal teams and vendors to ensure seamless operations. You’ll define and track KPIs, manage vendor relationships, and lead a customer-focused team to deliver high-quality service while meeting SLAs. By optimizing tools, analyzing performance trends, and spearheading continuous improvement initiatives, you’ll enhance user satisfaction, streamline workflows, and advocate for strategic investments that reduce support demands and boost efficiency.

This role will be based onsite at our Headquarters in Austin, TX. 

Responsibilities:

1. Service Desk Operations:
• Lead the development and execution of the Service Desk roadmap, integrating both internal teams and third-party vendors. This includes process design & deployment as well as change management as required.
• Oversee day-to-day operations, ensuring SLAs are met and high service standards are maintained.
• Define and track KPIs for internal and vendor teams, focusing on efficiency and user satisfaction.
• Manage the relationship with the third party, ensuring performance aligns with SLAs and contractual terms.
• Conduct regular performance reviews with the vendor, addressing issues and driving improvements in service delivery.
• Lead and mentor internal service desk staff and L2 support resources, promoting a customer-centric culture.
• Drive continuous improvement initiatives, working with both internal and vendor teams to optimize service desk operations.
• Be available as a point of escalation for end user support for remote or desk side requests.
• Be the first point of contact for all executive support.
2. Communication & Reporting:
• Communicate effectively with internal stakeholders, the vendor, and business units to align on service delivery and expectations.
• Provide regular reports overall performance, identifying trends and areas for improvement as well as identifying opportunities where investment in better tools or processes could reduce the need for support.
3. Technology & Tools Management:
• Manage service desk tools and technologies, ensuring internal and vendor teams have the resources needed for effective support.
• Ensure seamless integration between internal systems and vendor platforms for efficient workflows and ticketing.

Required Qualifications:

• Experience:
• Proven experience managing IT Service Desk functions, including vendor management and internal team leadership.
• At least 5 years in IT support, with 2-3 years in a managerial role, including vendor oversight.
• Extensive experience in maintaining IT General Controls at a publicly traded company, including but not limited to Microsoft AD audits.
• Technical Skills:
• Proficiency in IT service management tools (e.g., ServiceNow, Jira Service Management).
• Strong understanding of IT systems, networks, and software used in business environments.
• Leadership & Communication:
• Strong leadership and people-management skills.
• Excellent communication skills with the ability to engage with both technical and non-technical stakeholders.
• Problem-Solving & Analytical:
• Strong analytical skills for identifying trends, conducting root cause analysis, and implementing solutions.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.

How You Will Stand Out 

• ITIL Foundation Certification or higher.
• Experience managing vendors in a service management or outsourcing context.
• Expert knowledge of hybrid cloud and on-prem services (e.g., Microsoft 365, Azure).

What You’ll Love About Us

• Best People and Team. Great Place to Work For, Hire Vets, Top Place to Work For – Austin American Statesman
• Your Well-Being is a Priority. 100% covered Medical, Dental, and Vision
• Invest in Your Future. 401K with company match, immediate vesting
• Relax and Recharge. Paid time off and 15+ company paid holidays

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