Service Desk Manager

Overview:
We are seeking a Service Delivery Manager (MSP) with a MSP management background. The Service Desk Manager (SDM) is responsible for leading the day-to-day operations of the Service Desk team in the delivery of exceptional IT support services to our clients. They manage a team of support staff who troubleshoot and resolve IT issues while ensuring the team uses the required tools and software to identify, document, track and resolve reported problems. 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 and exceeding customer expectations
• 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
• Identify where Standard Operating Procedures (SOPs) do not exist or need further work, and 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
• Regularly review opportunities for team training and provide team members with coaching. Listen to team members' feedback and resolve any issues or conflicts.
• Ensure the team follows established procedures for routine work like creating new users and configuring new systems.
• Ensure the consistency of our documentation efforts. Assist the team with documenting assets, configurations, passwords, processes, etc. and maintaining current and accurate documentation.

Job Requirements:

• Minimum of 5 years of experience in IT service management, with at least 2 years in a supervisory role.
• Minimum of 3 years of experience working directly at a Managed Service Provider (not as outsourced to a specific client)
• Experience with Autotask PSA preferred.
• Experience with ITGlue preferred
• High level of familiarity with all aspects of the Microsoft 365 and Azure platform

Certifications: ITIL Foundation certification preferred
Education: Bachelor's degree preferred

Skills:

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills. This is often a client-facing position.
• Proficiency in Autotask and Kaseya.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple priorities and projects simultaneously.
• Commitment to continuous improvement and client satisfaction.