Service desk manager

The Service Desk Manager owns the performance, strategy, and leadership of the Service Desk, with a focus on client experience and the growth and success of the team. Process, tooling, reporting, and metrics all support those outcomes. This role is accountable for SLA compliance, service KPIs, customer satisfaction, staffing, process, and service desk decision-making. The Manager builds a proactive support culture, develops Team Leads and technicians, ensures coverage, supports continuous improvement, and aligns the team with company objectives. The role reports to the Director of Managed Services Delivery, directly manages Service Desk Team Leads, and oversees Assistant Team Leads and Service Desk Technicians.

Supervisory Responsibilities

• Directly manage Service Desk Team Leads and oversee all Service Desk Technicians.
• Conduct regular one-on-one meetings with Team Leads and Service Desk Technicians to review performance, challenges, and development plans.
• Approve time off, manage scheduling conflicts, and ensure adequate coverage across all shifts.
• Own hiring, onboarding, and offboarding for all Service Desk staff, including defining requirements, conducting interviews, making selection recommendations, and confirming readiness before independent queue work.
• Provide performance feedback, handle disciplinary actions, and lead annual performance reviews.
• Set goals and development plans for team members in alignment with organizational objectives.
• Own training programs, certification tracking, and cross-skilling, maintaining an accurate record of each team member's progress against their learning path.
• Promote a culture of accountability, professionalism, and continuous improvement.

Responsibilities

• Manage daily service desk operations, ensuring tickets are assigned, prioritized, and resolved on time.
• Review and follow up on high-priority tickets to ensure resolution and client communication.
• Own client escalations directly through to confirmed closure, with cause and resolution recorded.
• Oversee staffing schedules, approve time off, and adjust coverage to maintain SLA compliance.
• Conduct daily and weekly check-ins with Team Leads and technicians on workload and performance.
• Audit tickets and interactions for quality, documentation, and process adherence.
• Provide hands-on coaching, feedback, and support to service desk staff as needed.
• Track and report KPIs including volume, resolution time, first-call resolution, and satisfaction.
• Escalate unfillable coverage gaps in advance of the gap, with proposed mitigation.
• Raise recurring or systemic issues with problem statement and proposed corrective action.
• Escalate performance or conduct concerns and departure risks to the Director and HR before acting.
• Own the upkeep and accuracy of service desk documentation.
• Coordinate with infrastructure, projects, and service delivery on cross-functional service issues.
• Ensure technicians progress with learning paths and certifications goals.

Requirements

• 5+ years in IT support.
• 2+ years in a Manager role.
• MSP or multi-client support experience.
• Strong understanding of SLAs and KPIs.
• Experience with PSA tools (e.g., Autotask, ConnectWise).
• Familiarity with RMM platforms (e.g., NinjaOne, N-central).
• ITIL Foundation certification preferred.
• Excellent written and verbal communication.
• Proven track record of team development.
• Experience with process improvement initiatives.
• Strong analytical and reporting skills.
• Comfortable handling client escalations directly.
• Knowledge of Windows, M365, networking basics.
• Ability to manage remote/global teams.

Education

• Associate or bachelor's degree in information technology, Computer Science, or related field (preferred).
• Equivalent work experience in IT service management will be considered.
• Additional certifications such as ITIL, CompTIA A+, Network+, or Microsoft certifications are a plus.

Position Type and Expected Hours of Work

• Full-Time
• Remote
• 40 hours per week
• Monday through Friday
• Ability to adjust schedule to support evening one on one meetings.

Working Conditions and Physical Requirements

• Prolonged periods of being in a stationary position while working on a computer.
• Must be able to move and/or lift up to 40 pounds at times.
• Must be comfortable operating a computer and/or other office productivity machinery.