Service Desk Manager

Prepare, analyze, and deliver detailed KPI reports including SLA performance, customer satisfaction, incident trends, technician performance, and operational gaps.

Transform data insights into action, driving revisions to staffing, training, processes, or tooling.

Participate in QBRs and internal operational reviews, positioning the Service Desk as a strategic and value-generating function.

Oversee 3rd-party vendor relationships, including workforce augmentation, after-hours support partners, or specialty services.

Ensure optimal use of ITSM tools such as ConnectWise, ManageEngine, PIA, and remote diagnostic/monitoring tools.

Evaluate new tools, automations, and AI solutions to modernize the support function.

Ensure Service Desk knowledge articles, runbooks, SOPs, and customer-specific instructions are accurate, current, and utilized.

Build a culture where documentation is treated as part of the support workflow, not an afterthought.

Drive adoption of knowledge-centered support (KCS) concepts.

Collaborate with Sales, Customer Success, Engineering, PMO, and Service Delivery to ensure seamless customer engagement.

Provide operational insights that shape future service offerings, packaging, and MSP maturity roadmap improvements.

Support onboarding of new customers by ensuring support readiness, documentation completeness, and communication alignment.

Use VoC (Voice of the Customer), VoE (Voice of the Employee), and operational data to design improvements in workflows, customer communication, ticket handling, and technical triage.

Identify systemic issues, lead root-cause analysis efforts, and implement corrective actions.

Strong customer-facing communication skills, able to confidently interface with end-users, technical teams, and CIO-level executives.

Demonstrated ability to lead with empathy, urgency, and clarity in high-pressure situations.

Proven commitment to customer satisfaction, proactive problem-solving, and conflict resolution.

4+ years of hands-on experience in end-user support environments including remote access tools, identity management, M365, endpoint security, and vulnerability awareness.

Familiarity with networking fundamentals, cloud environments, cybersecurity hygiene, MFA, endpoint protection, and incident triage best practices.

MSP experience strongly preferred.

5+ years managing Service Desk, NOC, or IT support operations, including frontline and supervisory staff.

3+ years managing service levels, escalations, and high-volume support queues.

Experience with workforce optimization, SLA tracking, shift scheduling, and predictive coverage models.

Proven success using ITSM platforms (ConnectWise preferred; others acceptable).

Experience in KPI creation, operational analytics, quality assurance, and trend reporting.

Ability to convert operational insights into process improvements and strategic recommendations.

2+ years managing contractors, vendors, or offshore/onshore partnerships.

Experience overseeing remote/hybrid teams with consistent performance expectations.

Experience supporting K12, Higher Ed, or public-sector customers is a plus.

Bachelor’s degree in information technology, Business, or related field required.

Preferred certifications: ITIL Foundation (v3/v4) HDI Support Center Manager or HDI Team Lead SDI (Service Desk Institute) certifications MCP, CompTIA A+/N+/S+, M365, or equivalent

ITIL Foundation (v3/v4)

HDI Support Center Manager or HDI Team Lead

SDI (Service Desk Institute) certifications

MCP, CompTIA A+/N+/S+, M365, or equivalent

Additional PDUs or technical certifications a plus.

Ability to travel to customer sites as required.

Hybrid/remote environment with 3+ days required in-office per week.

Standard office setting with extended periods of sitting.

Ability to lift up to 25 lbs.

Participation in on-call or escalation rotation when necessary.

What UDT offers you

Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status