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.

Description

The 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 Responsibilities

• Lead and manage the service desk team
• Oversee service desk operations, ensuring compliance with SLAs
• Serve as the escalation point for client issues
• Utilize Autotask for managing service desk tickets, IT Glue for Documentation Management and other MSP standard tools
• Monitor and report on service desk performance
• Optimize Service Desk Workflows to maximize Tech efficiency and customer experience
• Create Help Desk SOPs and operating procedures to ensure consistent service delivery
• Monitor, detect and propose solutions for repeat service desk problems to limit reoccurrences
• Implement continuous improvement strategies
• Provide technical support backup and guidance for complex issues

Requirements : Experience

Education

Bachelor's degree preferred

Certifications

ITIL Foundation certification preferred

Skills

Working Conditions : Location

Three days onsite at the Manhattan office. Two days remote.

Hours

Full-time, with occasional after-hours work as needed given this is IT

Travel

Minimal, but may be required for client meetings or training

Salary : $120,000

Salary : $120,000