Service Desk Manager

This position requires 3-5 years of help desk/service desk management experience with an established IT Managed Services Provider.The role requires a strong leader with a deep background in Managed Services and an interest in leveraging new automation and AI tools to increase capacity, accuracy, and scalability.DescriptionThe Service Desk Manager (SDM) is responsible for leading the Service Desk team in the delivery of exceptional IT support services to our clients. The SDM ensures that our service desk operates efficiently, adhering to ITIL best practices, heavily leveraging PSA and RMM software to manage and monitor client systems. The SDM is a key point of contact for escalated issues and play a critical role in maintaining client satisfaction and operational excellence, while managing a team of 10 support technicians.Key ResponsibilitiesLead and manage the service desk teamOversee service desk operations, ensuring compliance with SLAsServe as the escalation point for client issuesUtilize Autotask for managing service desk tickets, IT Glue for Documentation Management and other MSP standard toolsMonitor and report on service desk performanceOptimize Service Desk Workflows to maximize Tech efficiency and customer experienceCreate Help Desk SOPs and operating procedures to ensure consistent service deliveryMonitor, detect and propose solutions for repeat service desk problems to limit reoccurrencesImplement continuous improvement strategiesProvide technical support backup and guidance for complex issuesRequirements:ExperienceMinimum of 5 years of experience in IT service management, with at least 2 years in a supervisory roleMust have Managed Services Provider ExperienceProven experience using Autotask or ConnectWise and Kaseya for service desk operationsExperience with Autotask PSA preferredExperience with ITGlue preferredEducationBachelor's degree preferredCertificationsITIL Foundation certification preferredSkillsStrong leadership and team management skillsExcellent communication and interpersonal skills - This is often a client-facing positionProficiency in Autotask and KaseyaStrong analytical and problem-solving abilitiesAbility to manage multiple priorities and projects simultaneouslyCommitment to continuous improvement and client satisfactionWorking Conditions:LocationThree days onsite at the Manhattan office. Two days remote.HoursFull-time, with occasional after-hours work as needed given this is ITTravelMinimal, but may be required for client meetings or trainingSalary: $120,000

Created: 2025-01-15