Service Desk Manager - Managed Services

Service Desk Manager Forward Slash Technology is a St. Louis-based provider of Cyber Security, Managed Services, and Information Technology solutions. The Service Desk Manager is responsible for overseeing the daily operations of the service desk, ensuring high-quality technical support and exceptional customer service for clients. This role leads a team of support technicians, manages service delivery performance, and ensures adherence to SLAs. The Service Desk Manager plays a critical role in maintaining client satisfaction, optimizing support processes, and driving continuous improvement in a fast-paced MSP environment. Service Desk Management Oversee day-to-day operations of the service desk (headquarters and remote offices), ensuring timely and effective resolution of client issues. Monitor ticket queues, escalation paths, and workload distribution to meet SLA commitments. Act as the primary escalation point for complex or high-priority issues. Own overall performance, quality, and client experience of the Service Desk organization. Ensure service delivery aligns with company objectives, contractual commitments, and client expectations. Monitor technician utilization, service delivery efficiency, and resource allocation to maximize operational effectiveness. Team Leadership & Development Foster a positive, accountable, and customer-focused team culture. Manage staffing levels, scheduling, and resource allocation. Establish performance goals and career development plans for all Service Desk personnel. Develop future technical leaders through mentoring, coaching, and succession planning. Promote accountability, collaboration, and a culture of operational excellence. Service Delivery & Performance Management Track and report on key service-desk KPIs (response time, resolution time, SLA compliance, CSAT). Drive continuous improvement initiatives to enhance service efficiency and quality. Ensure proper documentation of processes, resolutions, and knowledge-base articles. Monitor and manage technician utilization, productivity, and operational efficiency metrics. Identify recurring issues and implement root-cause analysis methodologies to reduce ticket volume and improve service quality. Develop and maintain dashboards and reporting metrics for executive leadership review. Client Experience & Communication Partner with Account Management and Executive Leadership to maintain strong client relationships. Participate in Quarterly Business Reviews (QBRs) and client service review meetings as required. Identify at-risk clients and develop corrective action plans to improve client satisfaction and retention. Serve as an escalation point for service-related concerns and client communications. Process Improvement and Automation Implement and maintain ITIL-based service management best practices. Ensure effective utilization of PSA, RMM, documentation, and automation platforms. Drive automation initiatives that reduce ticket volume, improve response times, and increase technician efficiency. Develop, document, and continuously improve operational workflows, escalation procedures, and standard operating procedures. Establish and maintain a robust knowledge-management program. Business Operations and Strategic Planning Contribute to strategic planning initiatives related to managed services growth and scalability. Provide recommendations regarding staffing, service offerings, technology standards, and operational improvements. Support budgeting and forecasting activities related to service delivery operations. Collaborate with leadership on long-term operational planning and continuous service improvement initiatives. Cross-Functional Collaboration Work closely with NOC, Engineering, and Project teams to resolve issues and support client environments. Assist in onboarding new clients, ensuring smooth transitions to support services. Provide input on service improvements, tooling, and technology standards. Required Qualifications Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience). Minimum seven (7) years of progressive IT support and service delivery experience. Minimum three (3) years of leadership experience managing technical support teams. Minimum three (3) years of experience within a Managed Services Provider (MSP) environment. Strong technical knowledge of Microsoft environments, networking, cloud platforms, cybersecurity principles, and end-user support. Experience managing service delivery against defined SLAs and operational KPIs. Experience with PSA platforms, RMM tools, and service management frameworks. Preferred Qualifications Relevant certifications (e.g., ITIL, CompTIA A+ / Network+, Microsoft, or similar). ITIL Foundation Certification or higher. ConnectWise Certifications. CompTIA Security+. Microsoft Certifications. Project Management Professional (PMP). Experience participating in client-facing executive reviews and strategic planning discussions. Employment Requirements Must be a U.S. Citizen. Must possess a valid U.S. driver’s license with a clean driving record. Must pass a Missouri State Highway Patrol (MSHP) and federal fingerprint-based background check. Must complete CJIS training and successfully pass the CJIS certification exam. Core Competencies Leadership and team development. Strong problem-solving and decision-making skills. Excellent communication and customer service orientation. Ability to manage multiple priorities in a fast-paced environment. Process improvement and operational efficiency mindset. Technical troubleshooting expertise across a broad IT landscape. Key Performance Indicators (KPIs) Service Delivery Metrics: SLA Compliance; Mean Time to Resolution (MTTR); First Contact Resolution Rate; Ticket Backlog and Aging Metrics; Escalation Rate. Customer Success Metrics: Customer Satisfaction (CSAT); Client Retention Rate; Client Escalation Resolution Effectiveness; Quarterly Business Review Outcomes. Operational Metrics: Technician Utilization; Technician Productivity; Knowledge Base Adoption; Automation Impact Metrics; Operational Efficiency Improvements. Business Metrics: Service Delivery Gross Margin Contribution; Resource Capacity Utilization; Employee Retention and Team Development; Achievement of Strategic Operational Goals. Work Environment In-office work environment at our St. Louis, MO office. May require participation in on-call events for escalations. Fast-paced MSP environment supporting multiple clients and industries. Benefits Competitive compensation, benefits, and career growth opportunities. #J-18808-Ljbffr fwslash