IT Service Desk Manager

Job Description

Job Description

We are seeking a Service Desk Manager to lead our client support operations and drive excellence in service delivery. This role focuses on leadership, team development, and process management. Ensuring our technicians deliver exceptional customer experience across all Managed IT Services.

What You’ll Do

• Lead, coach, and motivate the service desk team to achieve performance goals and maintain strong morale.
• Oversee daily operations, ensuring timely response, effective ticket management, and SLA compliance.
• Partner with leadership to define service strategies and implement continuous improvement initiatives.
• Monitor KPIs and develop reporting to measure service delivery, client satisfaction, and technician performance.
• Act as an escalation point for major incidents and ensure clear client communication and resolution follow-up.
• Work closely with other departments to align processes, resource planning, and technology adoption.

What We’re Looking For

• 5+ years of experience in IT service delivery, customer support management, or related leadership roles.
• 2+ years of experience managing or supervising a team in a fast-paced technical environment.
• Proven ability to develop people, manage performance, and foster a positive, accountable culture.
• Strong communication, organization, and problem-solving skills.
• Understanding of Managed Services operations, ConnectWise tools, and Microsoft 365 environments (preferred, not required).

Why Join V-NET

• Competitive salary plus performance-based bonus.
• 401(k), health, dental, and PTO benefits.
• Growth opportunities in a rapidly expanding MSP.
• A collaborative culture focused on service quality, innovation, and team success.

At V-NET Consulting, we provide no-nonsense managed IT services, cybersecurity, cloud solutions, and strategic technology guidance to businesses throughout Florida and across the United States. For more than 28 years, we have helped organizations reduce downtime, improve security, and get more value from their technology investments through proactive support and trusted partnerships.

Our team specializes in managed IT services, cybersecurity, Microsoft 365, cloud solutions, VoIP communications, vendor management, and IT project implementation. We take a proactive approach to technology, focusing on preventing issues before they impact our clients while delivering responsive support when they need us most.

At V-NET, we believe technology should help businesses grow, not create frustration. That's why we emphasize clear communication, accountability, continuous improvement, and exceptional customer service. Our team members have the opportunity to work with a wide variety of technologies, collaborate with talented professionals, and make a meaningful impact for the businesses we support every day.

Company Description

At V-NET Consulting, we provide no-nonsense managed IT services, cybersecurity, cloud solutions, and strategic technology guidance to businesses throughout Florida and across the United States. For more than 28 years, we have helped organizations reduce downtime, improve security, and get more value from their technology investments through proactive support and trusted partnerships.\r\n\r\nOur team specializes in managed IT services, cybersecurity, Microsoft 365, cloud solutions, VoIP communications, vendor management, and IT project implementation. We take a proactive approach to technology, focusing on preventing issues before they impact our clients while delivering responsive support when they need us most.\r\n\r\nAt V-NET, we believe technology should help businesses grow, not create frustration. That's why we emphasize clear communication, accountability, continuous improvement, and exceptional customer service. Our team members have the opportunity to work with a wide variety of technologies, collaborate with talented professionals, and make a meaningful impact for the businesses we support every day.