Service Desk Manager (ConnectWise/ITIL)

Service Desk Manager (ConnectWise / ITIL)

Job Summary:

We are seeking a highly organized and experienced Service Desk Manager to lead our small IT support team, manage day-to-day operations using ConnectWise, and ensure IT service delivery adheres to ITIL best practices.

• Manage the daily operations of the IT Service Desk, including staff supervision, ticket management, and performance reporting.
• Oversee the use and configuration of ConnectWise PSA to streamline support workflows, automate processes, and ensure data integrity.
• Implement and uphold ITIL-based processes such as Incident Management, Request Fulfillment, Problem Management, Change Management, and Knowledge Management.
• Monitor ticket queues to ensure timely resolution and escalation of issues, ensuring SLA adherence.
• Develop and maintain SOPs, knowledge base articles, and documentation for recurring issues and service requests.
• Track and report on service desk metrics such as response times, resolution times, and customer satisfaction scores.
• Coordinate with other IT departments and stakeholders to support infrastructure upgrades, deployments, and operational initiatives.
• Identify opportunities for continuous improvement in service delivery and technical support efficiency.
• Manage user onboarding and offboarding, access management, and software licensing where appropriate.
• Ensure compliance with internal policies, security standards, and regulatory requirements.

Skills we are looking for:

• ConnectWise PSA (Manage): Advanced knowledge of ticketing, reporting, SLA management, and automation within the ConnectWise ecosystem.
• ITIL Framework: Strong understanding of ITIL principles and practical experience applying them in a service desk or ITSM environment.
• Microsoft 365, Active Directory, Windows OS: Familiarity with troubleshooting and managing user environments.
• Remote Monitoring and Management (RMM)tools: Experience with ConnectWise Automate or similar RMM platforms.
• Service Reporting and KPIs: Ability to generate and analyze service desk metrics and dashboards.
• 5+ years of experience in IT support, with at least 2 years in a service desk leadership or management role.
• ConnectWise Administrator Certification or demonstrated advanced ConnectWise experience.
• ITIL v3 or v4 Foundation Certification(Required or must be obtained within 90 days of hire).
• Experience working in a Managed Services Provider (MSP)environment is a strong plus.
• Some experience in technical management or IT support supervisory role.
• Excellent communication skills.