Salary: Depends on Qualifications
Location : Houston, TX
Job Type: Regular Full-time
Job Number: 17232
Department: Universal Services
Opening Date: 09/16/2026
Closing Date: 10/17/2026 11:59 PM Central
Max Number of Applicants: 100

Position Description
Essential Duties and Responsibilities:

• Lead and manage the County's 24/7 enterprise Service Desk and technical support operation, including staffing, workload management, service delivery, escalation, troubleshooting, performance management, and operational strategy.
• Establish and maintain Service Desk standards, procedures, service-level agreements (SLAs), key performance indicators (KPIs), and customer-service expectations.
• Lead Incident Management and Major Incident Management, ensuring appropriate prioritization, escalation, communication, coordination, resolution, and post-incident review.
• Ensure incidents and service requests are appropriately categorized, assigned, monitored, escalated, and resolved within established service levels.
• Lead the enterprise Change Management process in accordance with ITIL practices, including change review, risk assessment, approval, scheduling, communication, compliance, and Change Advisory Board activities.
• Serve as a senior escalation point for complex or high-impact technical and customer-service issues and coordinate resolution across infrastructure, application, cybersecurity, networking, desktop, and other technology teams.
• Provide leadership and functional oversight for ServiceNow or the County's designated ITSM platform, including platform implementation, workflow development, configuration, enhancements, integrations, reporting, dashboards, and continuous improvement.
• Partner with technical and business teams to improve Incident, Request, Problem, Change, Knowledge, and Asset Management processes within the ITSM platform.
• Use operational data, dashboards, trends, and customer feedback to identify recurring issues, service gaps, and opportunities for automation and process improvement.
• Develop and maintain Service Desk procedures, knowledge articles, escalation matrices, support models, and operational documentation.
• Lead and develop Service Desk managers, supervisors, analysts, and technical support personnel, including performance management, coaching, training, workforce planning, and succession planning.
• Coordinate Service Desk support during emergency activations and significant County events and ensure appropriate technology support is available for critical operations.
• Collaborate with County departments, leadership, technology teams, vendors, and external partners to ensure effective delivery of enterprise IT services.
• Participate in technology planning, budgeting, vendor management, contract management, and IT service-management initiatives as required.
• Perform other duties as assigned in support of enterprise IT operations and service continuity.
• Supervisory Responsibilities:
• Provides senior management oversight of Service Desk and technical support operations, including direct and indirect staff.
• Responsibilities include staffing and workforce planning, performance evaluations, goal setting, coaching and development, work assignment, scheduling, hiring and promotion recommendations, disciplinary actions, and ensuring appropriate coverage for 24/7 operations.

Requirements
Education:

• Bachelor's degree from an accredited college or university in Information Technology, Computer Science, Information Systems, Business Information Systems, Engineering, or a closely related field.

Experience:

• Minimum five (5) years of progressively responsible experience managing or leading a large-scale enterprise Service Desk, Help Desk, or IT support organization.
• Demonstrated experience with Incident Management and Major Incident Management in a complex enterprise environment.
• Demonstrated experience managing ITIL Change Management processes.
• Demonstrated experience with ServiceNow or a comparable enterprise ITSM platform, including implementation, administration, configuration, enhancement, or platform/process ownership.
• Experience establishing and managing Service Desk SLAs, KPIs, operational metrics, dashboards, escalation processes, and continuous-improvement initiatives.
• Demonstrated management experience leading technical personnel in an enterprise environment.

Knowledge, Skills, and Abilities:

• Extensive knowledge of enterprise Service Desk/Help Desk operations and end-user support.
• Strong knowledge of ITIL principles and IT Service Management practices.
• Demonstrated knowledge of Incident Management, Major Incident Management, Problem Management, Change Management, Service Request Management, and Knowledge Management.
• Strong working knowledge of ServiceNow or a comparable enterprise ITSM platform.
• Understanding of ITSM platform architecture, workflows, queues, assignment groups, SLAs, automation, dashboards, reporting, integrations, and service catalogs.
• Ability to lead or participate in ITSM platform implementations, upgrades, enhancements, and process transformations.
• Strong understanding of enterprise infrastructure, endpoint technologies, applications, networking, identity/access management, and cybersecurity support dependencies.
• Strong analytical skills with the ability to use operational data and performance metrics to improve service delivery.
• Strong leadership, organizational, problem-solving, and decision-making capabilities.
• Excellent written and verbal communication skills, including the ability to communicate during major incidents and executive-level escalations.
• Ability to establish productive working relationships with technical teams, executive leadership, County departments, vendors, external agencies, law enforcement, and first responders.

Tools and Systems:

• Experience with enterprise IT Service Management platforms, preferably ServiceNow, including Incident, Change, Problem, Request, Knowledge, Service Catalog, reporting, dashboards, workflow, and related ITSM capabilities.
• Experience with Microsoft enterprise technologies and other tools supporting Service Desk, endpoint management, identity management, monitoring, remote support, collaboration, and reporting.

Applicants for this position will be subject to a criminal background check that includes being fingerprinted. This applies to any position with network access to Criminal Justice Information Services (CJIS) or access to an area where CJIS is received, maintained or stored either manually or electronically (i.e. custodian, maintenance).

Automatic Disqualification:

• Convictions, probation, or deferred adjudication for any Felony, and any Class A Misdemeanor
• Convictions, probation, or deferred adjudication for a Class B Misdemeanor, if within the previous 10 years
• Open arrest for any criminal offense (Felony or Misdemeanor)
• Family Violence conviction

NOTE: Qualifying education, experience, knowledge and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.

Preferences

• Experience supporting 24/7 or other mission-critical technology operations is preferred.
• Experience supporting government, public safety, emergency management, law enforcement, or other complex public-sector environments is preferred.
• ITIL Foundation or higher certification.
• ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS), or comparable ITSM/platform certification is preferred.
• Relevant technical, project-management, cybersecurity, or service-management certifications are also desirable.

General Information
Location:

• 1310 Prairie St., Houston, TX 77002

Work Arrangement:

• Onsite 5 days/week

Employment may be contingent on passing a drug screen and meeting other standards.

Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.

HARRIS COUNTY EMPLOYEE BENEFITS

Harris County offers a highly competitive benefits program, featuring a comprehensive group health plan and defined benefit retirement plan.
The following benefits are offered only to Harris County employees in regular (full-time) positions:
Health & Wellness Benefits

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Wellness Plan
• Life Insurance
• Long-Term Disability (LTD) Insurance
• Employee Assistance Program (EAP)
• Healthcare Flexible Spending Account
• Dependent Care Flexible Spending Account

Paid Time Off (PTO)

• Ten (10) days of vacation leave per year (accrual rate increases after 5 years of service)
• Eleven (11) County-observed holidays
• One (1) floating holiday per year
• Paid Parental Leave*
• Sick Leave

Retirement Savings Benefit

• 457 Deferred Compensation Plan

The following benefits are available to Harris County employees in full-time and select part-time positions:

• Professional learning & development opportunities
• Retirement pension (TCDRS defined benefit plan)
• Flexible work schedule*
• METRO RideSponsor Program*

* Participation may vary by County department. The employee benefits plans of Harris County are extended to all eligible participants across various departments with the exception of the Harris County Community Supervision and Corrections Department, for which the cited Health & Wellness Benefits are administered through the State of Texas.
In accordance with the Harris County Personnel Regulations, group health and related benefits are subject to amendment or discontinuance at any time. Harris County Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.
For plan details, visit the Harris County Benefits & Wellness website:
01

Which of the following best describes your highest level of education completed as it relates to this position?Qualifying information must be documented in the Education section of your application.

• High School or GED diploma
• Associate Degree
• Bachelor's Degree
• Master's Degree or higher
• None of the above

02

If you selected a college degree in response to the previous question, which of the following best describes your major?

• Information Technology
• Computer Science
• Information Systems
• Business Information Systems
• Engineering
• Other Related Field
• Unrelated Field
• N/A; No Degree

03

Please describe your educational background including level of education completed, area of study and completed major and minor programs.
04

Which of the following best describes your verifiable experience managing or leading a large-scale enterprise Service Desk, Help Desk, or IT support organization?(To be considered, qualifying experience must be documented in your application's employment history)

• Less than five (5) years
• Five (5) years but less than six (6) years
• Six (6) years but less than seven (7) years
• Seven (7) years or more
• I do not have this experience

05

Please provide the dates of employment during which you obtained experience working in managing or leading a large-scale enterprise Service Desk, Help Desk, or IT support organization. Provide the month and year that began and ended the experience ( Example: "January 2020 - December 2025" ) If this experience is not clearly documented in the Work Experience section, your application will be disqualified. If you do not have this experience, type "N/A" in the space provided.
06

Do you have an ITIL Foundation or higher certification?

• Yes
• No

07

Do you have a ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS), or comparable ITSM/platform certification?

• Yes
• No

08

Do you have relevant technical, project-management, cybersecurity, or service-management certifications?

• Yes
• No

09

Do you have experience su