MSP Service Desk Manager (Technical Operations Manager)

We are seeking a dedicated and experienced Managed IT Services (MSP) Service Desk Manager to oversee our service desk operations for the small to medium-sized businesses (SMBs) we support from a team of MSP technicians. The ideal candidate will have a strong background in IT service management, exceptional leadership skills, and a customer‑centric approach to ensure the delivery of high‑quality IT support services. Responsibilities Oversee the daily operations of the service desk, ensuring efficient and effective support for SMB clients. Manage and mentor service desk staff, including performance evaluations, training, and career development. Monitor service desk metrics and KPIs to ensure service level agreements (SLAs) are met. Develop and implement service desk policies, procedures, and best practices. Handle escalations and ensure timely resolution of complex technical issues. Coordinate with other IT teams to resolve systemic issues and improve overall service delivery. Create, update, and maintain detailed documentation for all client environments and troubleshooting procedures. Client Relationship Management Build and maintain strong relationships with our SMB clients, understanding their IT needs and business objectives. Regularly communicate with clients to provide updates on service desk performance, project status, and other relevant information. Conduct periodic reviews with clients to assess satisfaction and identify areas for improvement. Technical Expertise Stay up-to-date with the latest IT trends, technologies, and best practices relevant to SMBs. Provide technical guidance and support to service desk staff as needed. Manage service desk escalation and ticket triage. Ensure the service desk team is equipped with the necessary tools and knowledge to support a wide range of IT environments. Continuous Improvement Identify opportunities for process improvements and implement changes to enhance service delivery. Analyze service desk performance data to identify trends and recommend corrective actions.Develop and deliver training programs to enhance the skills and knowledge of service desk staff. Knowledge, Skills, & Qualifications Bachelor's degree in Information Technology, Computer Science, or a related field. Minimum of 5 years of experience in IT service management, with at least 3 years in a supervisory or managerial role. Strong knowledge of ITIL framework and best practices. Excellent leadership, communication, and interpersonal skills. Ability to manage multiple priorities and work under pressure. Experience with service desk software and tools. Certifications such as ITIL, CompTIA A+, or Microsoft Certified Professional (MCP) are preferred. Preferred Additional Qualifications Experience with Remote Monitoring and Management (RMM) tools such as NinjaRMM. Experience with Ticketing Systems such as Autotask PSA, ServiceNow, Zendesk, or similar. Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint). Understanding of cloud platforms such as AWS, Azure, or Google Cloud. Work Environment Fast‑paced and dynamic environment, with a focus on delivering high‑quality IT support to SMB clients. Collaborative and supportive team culture. Opportunities for professional growth and development. Flexible working hours, with occasional on‑call responsibilities. Benefits Competitive salary and performance‑based bonuses. Comprehensive health, dental, and vision insurance. Retirement savings plan with company match. Paid time off and holidays. Professional development and certification reimbursement. Opportunities for career advancement. #J-18808-Ljbffr TeamLogic IT