Desktop Support Manager

Position: Desktop Support Manager

Job ID: 159648

Location: US-TX-Houston

Department: IS - Technical Support

Talent Area: Information Services

Full/Part Time: Full-Time

Regular/Temporary: Regular

Shift: 8 AM to 5 PM

About Texas Children's Hospital

Since 1954, Texas Children’s has been leading the charge in patient care, education and research to accelerate health care for children and women around the world. When you love what you do, it truly shows in the smiles of our patient families, employees and our numerous accolades such as being consistently ranked as the best children’s hospital in Texas, and among the top in the nation by U.S.News & World Reportas well as recognition from Houston Business Journalas one of this city’s Best Places to Work for ten consecutive years.Texas Children’s comprehensive health care network includes our primary hospital in the Texas Medical Center with expertise in over 40 pediatric subspecialties; the Jan and Dan Duncan Neurological Research Institute (NRI); the Feigin Center for pediatric research; Texas Children’s Pavilion for Women, a comprehensive obstetrics/gynecology facility focusing on high-risk births; Texas Children’s Hospital West Campus, a community hospital in suburban West Houston; and Texas Children’s Hospital The Woodlands, the first hospital devoted to children’s care for communities north of Houston.We have also created the nation’s first HMO for children, established the largest pediatric primary care networkin the country and a global health program that is channeling care to children and women all over the world. Texas Children’s Hospital is also academically affiliated with Baylor College of Medicine, one of the largest, most diverse and successful pediatric programs in the nation. To join our community of 14,000+dedicated team members, visit for career opportunities. You can also learn more about our amazing culture at Children’s is proud to be an equal opportunity employer. All applicants and employees are considered and evaluated for positions at Texas Children's without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, gender identity, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.


We are searching for a Workstation Support Manager -- someone who works well in a fast-paced setting. In this position, you will be responsible as the Service Owner for specified services identified in the Business and Technical Service Catalog. In the role of Service Owner, the position is expected to maintain performance within agreed upon service levels, manage, and develop service, continuously improve the quality of service, and work with leadership to implement and retire services. This role coordinates systems management, monitoring, installation, testing, implementation, maintenance, documentation, and problem resolution, as well as the modifications of existing and new hardware/operating systems and databases for specific enterprise needs.


Think you’ve got what it takes?

Responsibilities :

  • Manages services throughout the service lifecycle, including creation and deployment of new services, and enhancements and retirement of existing services throughout the organization
  • Acts as a contact for their respective services for customers and operations leadership by seeking to understand customer needs, providing information, responding to inquiries, investigating, and resolving problems related to the service, and educating customer on service
  • Monitors incidents and ensures service-related incidents are closed within agreed upon timeframes
  • Resolves incidents and provides services within agreed upon time frames as defined by Priority and Service Level Agreement
  • Determines scope of new or upgraded applications, databases, operating systems, and hardware
  • Manages and directs Technical Services and Database staff
  • Resolves vendor-generated issues proactively by investigating the cause of the issue and collaborating with vendor to determine a solution
  • Provides technical assistance and training to Information Services personnel and personnel in other departments regarding major hardware or database components including access and methods when required


  • Being fully vaccinated against COVID-19 is required for all employees unless approved for a medical or religious exemption
  • Bachelor’s degree in Computer Science or other related field required
  • Four years of related work experience may substitute for the bachelor’s degree
  • ITIL-3 certification issued by the Information Technology Infrastructure Library preferred
  • 5 years’ experience in information systems selection, implementation or support required
  • Management experience preferred

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