Service Desk Manager

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
• 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

Position Type and Expected Hours of Work

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