Cactus Wellhead - Global IT Help Desk Manager

This is a Cactus Wellhead position and is located in Houston, TX.

JOB SUMMARY: The Global IT Help Desk Manager is responsible for overseeing the delivery of exceptional IT support services across a global organization. This role involves managing a hybrid support model, including contracting and overseeing managed services for Tier 1 support, while directly managing an in-house Tier 2 support team. The successful candidate will ensure seamless IT service delivery, maintain high customer satisfaction, optimize support processes, and align IT help desk operations with organizational goals. This position requires strong leadership, vendor management skills, and a strategic approach to IT service management.

ESSENTIAL FUNCTIONS, ROLES, AND RESPONSIBILITIES: Essential duties and responsibilities include the following:

Managed Services Oversight for Tier 1 Support:

• Ensure compliance with all safety, health, and environmental policies pertinent to the position.
• Identify, contract, and manage third-party vendors to provide Tier 1 help desk support for global end-users.
• Negotiate service level agreements (SLAs) with managed service providers to ensure performance, responsiveness, and quality metrics are met.
• Monitor vendor performance, conduct regular reviews, and implement corrective actions as needed to maintain service excellence.
• Act as the primary point of escalation for Tier 1 vendor-related issues and ensure timely resolution.

In-House Tier 2 Support Management:

• Lead, mentor, and manage a team of in-house Tier 2 support analysts responsible for handling escalated technical issues.
• Define and implement Tier 2 processes, workflows, and escalation protocols to ensure efficient resolution of complex IT incidents and requests.
• Oversee workforce planning, scheduling, and training for the Tier 2 team to maintain adequate coverage and skill development.
• Foster a collaborative and high-performing team culture focused on problem-solving and customer satisfaction.

Service Delivery and Performance:

• Ensure consistent, high-quality IT support across all tiers, aligning with organizational standards and end-user expectations.
• Monitor and report on key performance indicators (KPIs) such as first-call resolution, average resolution time, ticket backlog, and customer satisfaction scores.
• Drive continuous improvement initiatives to enhance help desk efficiency, reduce downtime, and improve user experience.

Process and Technology Optimization:

• Oversee the implementation and maintenance of IT service management (ITSM) tools (e.g., ServiceNow, Zendesk, or similar platforms) to support ticketing, reporting, and workflow automation.
• Develop and maintain knowledge bases, documentation, and self-service resources for both end-users and support staff.
• Collaborate with IT leadership to integrate help desk operations with broader IT strategies and systems.

Stakeholder Collaboration:

• Act as a liaison between end-users, managed service providers, in-house support teams, and senior IT leadership.
• Communicate effectively with global stakeholders to address regional support needs and ensure alignment with business objectives.
• Manage user expectations and provide regular updates on service performance and improvement initiatives.

Budget and Vendor Management:

• Develop and manage the help desk budget, including costs related to managed services contracts and in-house team operations.
• Evaluate vendor proposals, conduct cost-benefit analyses, and recommend solutions to optimize service delivery within budget constraints.

EDUCATION, TRAINING, EXPERIENCE:

• Bachelor's degree in information systems, Computer Science, Business Administration, or other related field or equivalent experience.
• 5 plus years of IT support or help desk management experience, with at least 2 years in a global or multi-site environment.
• Proven experience in contracting and managing third-party IT service providers or managed services.
• Hands-on experience leading technical support teams, preferably in a Tier 2 or higher capacity.

CERTIFICATIONS, LICENSES, AND REGISTRATIONS: N/A

JOB KNOWLEDGE, SKILLS, AND ABILITIES:

• Proficiency in .Net framework and .Net Core, ASP.Net Web API
• Strong leadership and people management skills with the ability to motivate and develop a diverse team.
• Expertise in IT service management frameworks (e.g., ITIL certification preferred).
• Excellent vendor negotiation and relationship management abilities.
• Proficiency with ITSM platforms and help desk tools; familiarity with metrics-driven performance management.
• Exceptional communication and interpersonal skills, with the ability to engage stakeholders at all levels.
• ITIL Foundation or higher certification.
• Experience with global IT operations across multiple time zones and cultures.
• Knowledge of cybersecurity best practices as they relate to help desk operations.
• Strategic thinker with a customer-centric mindset.
• Ability to thrive in a fast-paced, global environment and manage competing priorities.
• Problem-solving orientation with a focus on delivering measurable results.

SUPERVISORY RESPONSIBILITIES: Oversight for Tier 1 support provided by 3rd party. Lead, Mentor and manage a team of in-house Teir 2 support analysts

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to stand; walk; reach with hands and arms; talk and hear.
• Frequently required to use hands for various dexterous tasks.
• Occasionally lift and /or move up to 10 pounds, occasionally lift and/or move up to 25 pounds and occasionally lift and/or move up to 40 pounds.
• Required to have close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

• Normally work in an office environment; however, occasionally may work at a branch location or manufacturing facility.
• Occasionally may be exposed to hazards such as loud noise, heavy equipment, temperature extremes, chemicals, etc. while visiting a branch location or manufacturing facility.
• The noise level in the work environment is usually moderate.
• May require occasional travel to regional offices or vendor sites.
• Availability to provide oversight or escalation support outside standard business hours as needed for a global operation.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Disclaimer: This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may, and probably will be asked to perform other duties as required. Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.

Cactus Companies is an Equal Employment Opportunity (EEO) employer and does not discriminate in any employer/employee relations based on race, color, religion, sex, sexual orientation, gender identity and expression, national origin, age, marital status, disability, veteran status, genetic information or any other basis protected by applicable discrimination laws.