It engineer Jobs in Austin, TX

We are seeking an experienced IT Helpdesk Manager to lead our service desk operations and ensure the consistent delivery of high‑quality, customer‑focused IT support. This role is responsible for managing daily helpdesk operations, mentoring technical staff, enforcing service standards, and continuously improving support processes.

The ideal candidate combines strong technical knowledge, proven people leadership, and a service‑first mindset. You’ll play a critical role in scaling operations, improving response times, and ensuring an excellent experience for both internal users and external clients.

What We Offer

• Competitive salary and benefits package
• Opportunity to lead and shape a growing IT service organization
• Collaborative, fast‑paced environment with room for growth
• Direct impact on service quality, customer experience, and operational excellence

This position is not remote or /hybrid - location Austin, TX, USA.

$60,000 - $80,000 yearly

• Lead and supervise the daily operations of the IT Helpdesk, ensuring efficient and effective service delivery
• Mentor, develop, and evaluate helpdesk technicians, overseeing onboarding, training, and performance management
• Maintain high standards of customer service by fostering positive relationships with both internal users and external clients
• Act as the main escalation point for complex customer inquiries or issues, resolving them promptly and professionally
• Monitor helpdesk metrics, generate performance reports, and identify areas for improvement in customer satisfaction
• Conduct periodic business review meetings with key stakeholders and clients to discuss service performance and alignment with organizational goals
• Continuously review and refine helpdesk workflows and tools to optimize team productivity and customer experience
• Coordinate with cross-functional teams, vendors, and partners to ensure seamless support and communication
• Organize staffing schedules to guarantee adequate coverage and continuity of customer-facing services
• Serve as a liaison between IT leadership and end users, aligning support strategies with organizational objectives and client needs

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Management, or a related field (or equivalent experience)
• 5+ years of experience in IT support or service management
• 2+ years in a leadership or supervisory role
• Strong understanding of IT infrastructure, systems administration, and end‑user support
• Experience with ITSM/ticketing platforms (e.g., ConnectWise, Autotask, ServiceNow, or similar)
• Excellent communication, organization, and problem‑solving skills

Preferred Qualifications

• Experience in a Managed Service Provider (MSP) or multi‑client environment
• Familiarity with Microsoft 365, Active Directory, endpoint management, and security best practices
• Proven ability to scale support operations and improve customer satisfaction
• ITIL or relevant technical certifications

Systemverse is a leading provider of IT support services and technology solutions with headquarters in Austin, Texas. We specialize in providing outsourced IT Services: On-premises and remote, 24/7 remote helpdesk, IT consulting, cloud hosting, and cloud services. We become the client’s IT Department.

We are a fast-paced and high-growth Information Technology consulting company. We perform high-level virtualization conversion projects, server migrations, network management/monitoring, business technology analysis, and day-to-day technical support. We do the implementations others can't do and are very aggressive in project success and completion.

We are an equal-opportunity employer and value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.