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Manager, Service Desk

Stellar Virtual
Full-time
Remote friendly (Texas, USA)
Division / Department: Information Technology (IT) / Administration
Reports To: Director of Information Technology (IT)
Position Classification/ Type: Full-Time, Exempt / Salaried
Location: Remote - Stellar Virtual (Texas Only)




About Us


Stellar Virtual is a dynamic and rapidly growing Texas-based virtual company in an emerging space of innovation in education. Our mission is empowering families and unleashing potential. We serve parents of K-12 students who are unhappy with their current school or need an at-home/flexible learning environment. We offer tailored teaching we call uBu! that enhances the strengths of each unique student. Our School of One approach ensures that we are responsive and build relationships so that our students and families receive the time and attention they need. We believe in Education with Destination and provide each child with foundational skills for future planning.

Our Promise
A high-quality virtual school empowering families with dedicated staff focused on student outcomes and an exceptional customer experience, our program will enable students to thrive and unleash their full potential.



Our Mission
Empowering Families. Unleashing Potential. 



Our Culture & Values



  • Kids First, Always!
    • Our actions, decisions, and behaviors are always grounded by what is best for kids.
  • Respect
    • Assume positive intent with our students, families, and colleagues.
  • Create, Collaborate, and Communicate
    • Demonstrate the skills we want our students to learn.
  • Make Your Motion Matter
    • Prioritize, focus, and support company goals.
  • Go the Extra Mile
    • Customer Service is everyone’s job.


Technology Aspect
To establish a clear duty of care, Stellar Virtual and its affiliates require all employees to cover the costs associated with acquiring and providing the equipment (i.e., computers, internet service, telephone, home office setup, etc.) associated with virtual employment.



Position Overview


The Call Center/IT Service Desk Manager is responsible for overseeing the operations of our call center and IT service desk. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a deep understanding of IT support processes and technologies. This role requires a proactive individual who can effectively manage a team, streamline workflows, and ensure exceptional customer service delivery.



This role is divided into four main areas:



  • Team Leadership and Management:
    • Lead, mentor, and coach a team of call center representatives and IT support technicians.
    • Set performance objectives, monitor performance metrics, and provide regular feedback to team members.
    • Develop and implement training programs to enhance team members' technical skills and customer service abilities.
    • Manage consultants, contractors or vendors for the department


  • Operational Oversight:
    • Achieve company goals for average dialogue age (response times, resolution times) and customer satisfaction (Cx score)
    • Oversee the day-to-day operations of the call center and IT service desk, ensuring efficient handling of incoming calls, emails, and support tickets.
    • Develop and enforce operational procedures, workflows, and service level agreements (SLAs) to maintain high standards of service delivery.
    • Monitor ticket queues, prioritize tasks, and allocate resources effectively to meet service level targets.
    • Analyze data trends in the ticketing system or other systems, identify areas for improvement, and develop action plans to address deficiencies and optimize processes.
    • Present findings and recommendations to senior management to support strategic decision-making.
    • Ensure staffing levels are appropriate and planned in advance of peaks and valleys, with loads balanced across resources


  • Customer Service Excellence:
    • Foster a customer-centric culture within the team, emphasizing responsiveness, empathy, and professionalism in all interactions with clients and end-users.
    • Address escalated customer issues promptly and ensure satisfactory resolution while maintaining positive customer relationships.
    • Conduct regular customer satisfaction surveys and utilize feedback to drive continuous improvement initiatives.



  • Technical Expertise:
    • Stay abreast of IT industry trends, emerging technologies, and best practices related to call center and IT service management.
    • Provide technical guidance and support to team members, assisting with complex technical issues as needed.
    • Collaborate with other IT departments to implement and maintain effective IT infrastructure, systems, and tools to support service desk operations.
    • Reporting and Analysis: Generate regular reports on call center and service desk performance, including key metrics such as response times, resolution rates, and customer satisfaction scores.



Required Skills, Knowledge, and Abilities



  • Proven experience (5+ years) in a leadership role within a call center or IT service desk environment.
  • Passionately committed to the mission of Stellar Virtual;
  • Proactive and fast learner who thrives in a fast-paced environment;
  • Self-starter who will manage responsibilities with minimal oversight;
  • Detail-oriented and able to manage simultaneous projects without compromising deadlines or quality of work.
  • Strong soft skills with excellent communication and customer services.
  • Strong technical background with expertise in IT support principles, methodologies, and tools.
  • Excellent communication skills, both verbal and written, with the ability to interact effectively with diverse stakeholders.
  • Demonstrated leadership abilities, including team building, conflict resolution, and performance management.
  • Analytical mindset with proficiency in data analysis and reporting tools.
  • ITIL certification or equivalent IT service management certification is a plus.
  • Familiarity with call center software, ticketing systems, and remote support tools.
  • Commitment to continuous learning and professional development.
  • Detail-oriented with exceptional note-taking and project management skills;
  • Collaborative team player with a positive work culture mindset;
  • A proactive individual contributor who is willing to take the initiative;
  • Clear communicator with meeting facilitation and public speaking abilities;
  • Tech-savvy, with knowledge of (but not limited to) Google Workspace, Excel, Nectar, and project management software (e.g., Asana);
  • Commitment to continuous learning and professional development.



Education & Certification Requirements



  • Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field or equivalent experience.  


Available Benefits


  • Medical Insurance (HMO and PPO)
  • Dental Insurance (PPO)
  • Vision Insurance (PPO)
  • Health Savings Account
  • Retirement Savings (401k and Roth IRA)
  • Generous Paid Time Off (PTO)
  • Disability (Short and Long-Term)
  • Employer-Paid Life Insurance ($25,000)
  • Company-Paid Holidays (10 Paid Holidays Year-Round)
  • Nectar Employee Recognition Incentives


EEO Statement: At Stellar Virtual, we embrace diversity and foster an inclusive and supportive work environment. We welcome applicants from all backgrounds and experiences. Stellar Virtual is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Stellar Virtual participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.



At-Will Notice: Employment with Stellar Virtual will be on an at-will basis. As such, this position description is not a contract or guarantee of employment for a definite amount of time. 

This job is closed.