What are the responsibilities and job description for the Service Desk Manager position at Sandra Network?
Company Overview
Sandra Network isn’t just a workplace—it’s a team. We combine dedication with a genuine sense of fun, creating a collaborative and supportive environment where achieving our goals is a shared effort. As a Managed Service Provider (MSP), we deliver a full spectrum of IT services to businesses with 5–200 employees. Our specialties include Microsoft 365, networking, security, and hardware. From domain and website management to internet connections and white-glove service, we ensure our clients’ networks and devices are secure, updated, and running seamlessly. Rated 4.9 out of 5 by our customers, we take pride in our strong communication, exceptional service, and customer satisfaction.
Position Overview
We are seeking an experienced Service Desk Manager to lead and support our team of engineers and web specialists. In this role, you’ll oversee daily ticket operations, collaborate with vendors, and act as a key player in delivering exceptional customer service. You’ll work closely with our procurement team, manage ticket creation and documentation, and foster strong relationships with both internal teams and clients.
Key Responsibilities
- Oversee and support a growing team of 5 engineers and a remote web team to ensure timely resolution of customer tickets.
- Review tickets daily to confirm proper follow-up and resolution, assisting engineers with vendor coordination for services such as Comcast, Verizon, and Ring Central.
- Act as a customer advocate, ensuring customer satisfaction through regular communication and follow-ups.
- Collaborate with the procurement team to manage hardware orders and serve as a backup for procurement needs.
- Create and maintain detailed documentation of all client interactions and ticket stages.
- Drive continuous improvement in ticket management and customer service processes.
What You Bring to the Role
- Ability to thrive in a fast-paced environment while maintaining meticulous attention to detail.
- Strong organizational and documentation skills, ensuring seamless communication between technical teams and clients.
- Exceptional interpersonal skills to manage vendor relationships and enhance customer satisfaction.
- A proactive, team-oriented attitude, with a commitment to contributing to a close-knit, collaborative culture.
Experience Needed
- Minimum of 5 years working on an IT service desk in a similar capacity.
- Technical Knowledge: Strong technical expertise in IT systems, networking, and troubleshooting.
- Help Desk Background: Prior experience as a help desk engineer is highly desirable and will be considered a strong asset.
- Leadership Skills: Demonstrated ability to lead and manage teams in a fast-paced, customer-focused environment.
- Customer Service: Proven experience in delivering excellent customer service, with strong communication and problem-solving skills.
Why Sandra Network?
At Sandra Network, we celebrate teamwork and recognize each member’s contributions. Join a supportive environment where your work makes a meaningful impact and your achievements are valued.
Benefits
- SIMPLE IRA with up to 3% company matching
- Health and dental insurance
- Paid time off: 2 weeks’ vacation and 5 sick days
- Company-paid Aflac Accident insurance
- Life insurance (Employee-paid)
Be part of a team where innovation, collaboration, and exceptional service are at the heart of everything we do. Let’s achieve great things together!
