IT Support - Service Desk Manager

Job Description

Job Description

Join Our Growing and Innovative Team Today!

Vyon Technology is currently seeking an experienced and motivated IT Support - Service Desk Manager to join our team in the North Phoenix area. This is not a remote role. This is a full-time leadership opportunity with exceptional growth potential for individuals who thrive in fast-paced environments and are passionate about delivering world-class IT support services.

Vyon Technology is a Cloud and Managed Services Provider dedicated to delivering exceptional customer service and technology solutions to Healthcare Providers, Accountants, Attorneys, and other professional organizations. We are a results-driven company where our reputation and quality of service remain our highest priorities.

The IT Support - Service Desk Manager will lead and oversee daily operations of the Service Desk, including management of Tier 1 and Tier 2 Help Desk Technicians and Systems Administrators. This role is responsible for ensuring service excellence, maintaining SLA compliance, improving operational processes, managing escalations, analyzing support trends, and driving continuous improvement across the IT support organization.

The ideal candidate is a strong technical leader with excellent communication skills, a customer-first mindset, and experience managing IT support teams within a Managed Services or enterprise IT environment.

Key Responsibilities

• Lead, mentor, and manage a team of Tier 1/Tier 2 Help Desk Support Technicians and System Administrators
• Oversee day-to-day Service Desk operations supporting multiple client environments
• Ensure Service Level Agreements (SLAs), response times, and customer satisfaction goals are consistently achieved
• Monitor ticket queues, escalation workflows, technician workloads, and service performance metrics
• Analyze support trends, recurring issues, and operational data to improve efficiency and reduce client downtime
• Develop and maintain Standard Operating Procedures (SOPs), technical documentation, and support standards
• Conduct team coaching, mentoring, performance evaluations, and career development planning
• Serve as the primary escalation point for high-priority incidents and complex client issues
• Coordinate incident management, change management, and problem resolution processes
• Collaborate with engineering and project teams on infrastructure upgrades, migrations, and client onboarding initiatives
• Ensure accurate documentation of client environments, systems, and resolutions within PSA/documentation platforms
• Manage staffing schedules, after-hours support rotations, and resource allocation
• Maintain strong client relationships through proactive communication and service accountability
• Assist leadership with operational planning, reporting, KPI tracking, and service improvement initiatives
• Drive continuous improvement initiatives focused on automation, efficiency, and service quality

Qualifications

• Minimum 5 years of IT support experience in an MSP or multi-client environment (Will consider no MSP experience for the right candidate)
• Minimum 2–3 years of leadership or Service Desk management experience
• Strong understanding of MSP operations, service delivery models, and client management
• Proven experience managing technical teams in fast-paced, high-volume support environments
• Strong customer service, communication, and conflict resolution skills
• Experience managing escalations and high-impact client incidents
• Ability to prioritize competing demands while maintaining operational efficiency
• Excellent organizational, analytical, and leadership abilities

Technical Skills

• Microsoft 365 / Office 365 Administration
• Windows Server Administration
• Active Directory & Group Policy
• Azure and Cloud Services
• VMware and/or Hyper-V virtualization
• Network infrastructure including firewalls, switching, routing, and VPNs
• Backup and disaster recovery solutions
• Endpoint security and cybersecurity best practices
• RMM, PSA, and ticketing platforms
• Remote support and monitoring tools
• VoIP systems and network troubleshooting
• Documentation platforms and knowledge base management

Ideal Candidate

• Strong leadership, communication, and team management skills
• Proven experience managing IT support teams in a fast-paced environment
• Excellent analytical and problem-solving abilities
• Strong understanding of Service Desk operations, SLA management, and escalation procedures
• Experience developing SOPs, workflows, and operational documentation
• Ability to prioritize tasks, manage multiple projects, and meet deadlines
• Customer-focused mindset with strong interpersonal skills
• Ability to identify operational inefficiencies and implement process improvements
• Positive attitude, professionalism, and commitment to team success
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What Success Looks Like

• Consistent SLA attainment and improved service delivery metrics
• High customer satisfaction and strong client retention
• Efficient ticket management with reduced backlog and escalation volume
• Well-trained, accountable, and high-performing support teams
• Improved documentation, SOP adoption, and operational consistency
• Proactive identification and resolution of recurring technical issues

Why Join Vyon Technology?

• Growth-focused organization with advancement opportunities
• Collaborative and supportive team culture
• Exposure to diverse technologies and enterprise environments
• Opportunity to make a direct impact on customer success and operational excellence
• Competitive compensation and professional development opportunities

Vyon Technology is a Cloud and Managed Services Provider dedicated to delivering exceptional customer service and technology solutions to Healthcare Providers, Accountants, Attorneys, and other professional organizations. We are a results-driven company where our reputation and quality of service remain our highest priorities.

Company Description

Vyon Technology is a Cloud and Managed Services Provider dedicated to delivering exceptional customer service and technology solutions to Healthcare Providers, Accountants, Attorneys, and other professional organizations. We are a results-driven company where our reputation and quality of service remain our highest priorities.