Service Desk Manager

SUMMARY

The Service Manager’s primary responsibility is to manage the activities and responsibilities of the service delivery team. As part of this management, the role is also responsible for providing technical assistance to the team and ensuring that service and support are provided to clients at agreed service levels. The Service Manager reports to the Director of Operations and develops and refines the company’s best practices.

This position requires a high level of independence and strong client service skills. Organizational ability is essential to track all tasks effectively, as the role requires a significant amount of multitasking. Accurate and timely tracking of client work, service calls, and related documentation, including timesheets, is required.

In this position, you will act as the first line of technical support for customers. Under limited supervision, you will assist in the planning, monitoring, and troubleshooting of desktops, servers, and networks ranging from basic to complex. You will respond to customer tickets and document troubleshooting steps, frequently handling tickets from creation through completion. You will also visit customer sites, resolve issues, and maintain relationships with a wide variety of customers and personalities.

JOB RESPONSIBILITIES

• Perform IT engineering duties, including troubleshooting, analysis, escalation, and proactive communication, both remotely and in the field.
• Manage assigned projects based on skill level and follow established project management methodologies.
• Serve as a subject matter expert by developing specialization areas aligned with personal interests, contributing to initiatives such as private cloud BDR solutions or SIEM implementations, and supporting company technology standards.
• Perform account management duties by maintaining client relationships and participating in strategic road mapping and project-level consulting, based on experience and expertise.
• Manage the service delivery team’s daily activities and oversee the dispatch process for service requests. Drive problem investigations and resolution as required. Design and maintain process documentation for the service delivery team.
• Interface with appropriate technical personnel for client issues that cannot be resolved effectively and contribute to service continuity by providing technical leadership.
• Provide accurate reports and metrics to management on the status and budgets of ongoing projects and agreements. Ensure services are delivered profitably and in accordance with agreed SLAs. Provide scheduled reports to senior management and clients, identify trends, and develop strategies to address those trends.
• Manage the remote monitoring and management system to ensure consistency and accurate reporting of client devices. Ensure systems, processes, and methodologies are followed according to company guidelines.
• Oversee service scheduling, escalation, and client satisfaction while taking an active role in the daily management of all service calls.
• Administer and manage remote monitoring tools such as Kaseya, Ninja, and ThreatLocker, as well as professional services automation tools such as ConnectWise.
• Assist in the career development of technical support engineers, build client relationships, and participate in required client meetings, including pre- and post-sales engagements.

QUALIFICATIONS

• 3-5 years of IT network administration and support experience, with an understanding of the principles, methods, and techniques used in IT administration and support.
• Solid understanding of LANs, VLANs, VPNs, and firewalls, with experience supporting Windows Server operating systems, Active Directory, DNS, DHCP, and Group Policy. Strong knowledge of desktop operating systems, printers, and applications.
• Knowledge and experience in cross-functional management methods and techniques.
• Knowledge of IT applications, processes, software, and equipment.
• Strong organizational, presentation, and client service skills.
• Ability to perform strategic planning with a forward-looking approach over a six- to twelve-month time horizon.
• Strong written communication and documentation skills.
• Demonstrated ability to lead people, achieve results, and maintain a strong client orientation.
• Ability to multitask and adapt quickly to change.
• Ability to work effectively in a team environment and communicate clearly.
• Service awareness of key IT services supported across the organization.
• Understanding of support tools, techniques, and how technology is used to deliver IT services.
• Authorization to work for any employer in the United States without sponsorship and the ability to successfully complete a background investigation and drug screening.
• Outstanding written and verbal communication skills.
• Ability to perform well under pressure in a fast-paced environment.
• Ability to work independently while contributing to a collaborative team setting.
• High level of confidence with a low level of ego.
• Eagerness to learn new technologies and develop professional skills.
• Excellent interpersonal skills, including empathy and active listening.
• Strong organizational skills.
• Technical certifications and commitment to ongoing training, including A+, Network+, Security+, CCNA, Microsoft, CEH, ITIL, Project+, Azure, and AWS.

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.