Service Desk Manager

Position Overview

The Service Desk Manager is responsible for overseeing the performance and day-to-day operations of the Service Desk, ensuring the delivery of high-quality IT support services to clients. This role drives service excellence through effective team leadership, process optimization, and accountability to service level agreements (SLAs) and key performance indicators (KPIs). The Service Desk Manager serves as both an internal leader and external client liaison, ensuring consistent service delivery, strong communication, and continuous improvement across all support functions.

Key Responsibilities

Service Desk Operations

• Manage and monitor incoming service requests, calls, and ticket queues to ensure timely and efficient response.
• Assign, prioritize, and balance workload across the support team based on urgency, impact, and SLA requirements.
• Act as the primary escalation point for complex issues, coordinating resolution efforts across technical teams.
• Ensure consistent adherence to service delivery standards and operational workflows.

Team Leadership & Development

• Lead, mentor, and develop service desk personnel through regular coaching, feedback, and performance reviews.
• Identify training needs and implement development plans to improve technical and customer service skills.
• Foster a collaborative team environment, addressing conflicts and promoting accountability.
• Organize and support team-building initiatives to strengthen engagement and morale.

Service Delivery & Client Management

• Act as a liaison between clients and the service desk to address service delivery concerns and escalations.
• Manage client expectations across all communication channels (phone, email, remote support, and onsite engagements).
• Support both reactive support efforts and proactive service initiatives, including scheduled client visits.
• Partner with leadership and account management teams to improve client satisfaction and retention.

Process Improvement & SOP Management

• Identify gaps in Standard Operating Procedures (SOPs) and lead efforts to develop, refine, and document processes.
• Ensure the team follows established procedures for routine tasks such as user provisioning, workstation setup, and system configuration.
• Continuously improve workflows to increase efficiency, consistency, and service quality.

Documentation & System Integrity

• Enforce timely, accurate, and thorough documentation of all service activities within the ticketing system.
• Ensure consistency in documentation for assets, configurations, credentials, and processes.
• Maintain high standards for documentation quality to support operational continuity and compliance.

Performance Monitoring & Reporting

• Monitor and report on key service delivery metrics, including SLA compliance, ticket response/resolution times, backlog, and service quality.
• Manage dashboards and reporting tools to provide visibility into team performance, risks, and service trends.
• Drive continuous improvement initiatives based on measurable performance data.

Qualifications

• Required: Proven experience in a Service Desk or Service Delivery leadership role within an MSP environment.
• Required: Strong understanding of ticketing systems (e.g., Autotask, ConnectWise) and service management workflows.
• Required: Experience managing SLAs, KPIs, and service delivery performance metrics.
• Required: Excellent leadership, communication, and organizational skills.
• Required: Experience in an MSP (Managed Service Provider) environment
• Preferred: ITIL Certification (v4 or v5 Foundation or higher)
• Preferred: Experience working with diverse network stacks (Ubiquiti, SOPHOS, SonicWALL, Fortinet, etc.)
• Preferred: Experience working with Kaseya products (Datto RMM, IT Glue, Rocketcyber, SAAS Alerts, etc.)

Core Competencies

• Service delivery ownership and accountability
• Client relationship management
• Team leadership and coaching
• Process development and continuous improvement
• Data-driven decision-making
• Escalation and incident management