Information Technology Service Desk Manager

About the Role
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The IT Service Desk Manager is a role designed for a high-performing MSP veteran. You will be responsible for the daily operations of a small support team, ensuring that client issues are resolved efficiently while maintaining the highest levels of customer satisfaction. You will manage the performance and professional development of 3–5 technicians, serve as the primary escalation point for complex issues, and ensure the team meets its operational KPIs. This role primarily supports users remotely, with occasional onsite work required for collaboration, device work, or special requests.Primary ResponsibilitiesTeam Leadership: Manage direct reports, including conducting weekly 1-on-1s, performing annual performance reviews, and assisting in the interviewing/onboarding/training of new talent.KPI Accountability: Drive the team to meet and exceed key metrics: CSAT scores, Technician Utilization, and SLA compliance.Escalation Management: Serve as the permanent escalation point for the team. While calls are rare, you are responsible for after-hours emergency support for your team’s clients.Mentorship & Coaching: Review technician tickets, call recordings, and documentation for quality control. Provide real-time coaching to improve the technical and soft skills of the junior staff.Documentation Governance: Act as the "Librarian" for IT Glue; ensure all client environments are documented accurately and that the team is following standardized SOPs.Technical Support: Provide remote technical support via our ticketing system, phone, email, chat, and collaboration tools.Ownership: Drive ownership of incidents and service requests through resolution.Automation and Efficiencies: Identify areas of inefficiencies within the support team and look to improve these areas through process, training, and automation.Communication: Communicate proactively with customers regarding progress, impacts, and next steps. Ensure all communication is thorough, professional, and drives high customer satisfaction.Qualifications7+ years of experience specifically within an MSP environment is required.Demonstrated experience in a Lead or Senior Technician role.Expert Proficiency in Autotask PSA and Datto RMM (or equivalent) with the ability to pull and interpret reporting data.Advanced technical knowledge of Windows and Mac environments, Microsoft 365, networking (firewalls, VLANs, VPNs), and security stacks (Sophos, Huntress, etc.).Excellent communication skills with the ability to deliver constructive feedback to team members.Networking basics (DNS, DHCP, VPN, common firewall concepts)Excellent communication, documentation, and customer service skills.Strong diagnostic skills and ability to work independently.Ability to manage multiple priorities in a fast-paced MSP environment.Self-motivated, resourceful, and highly organized. xzbcwsv Reliable transportation for occasional travel to the office or client locations (low frequency).Technologies You’ll Work WithOperating Systems: Windows 11, macOSMobile: iOS, AndroidCollaboration Tools: Teams, Slack, Zoom, Google ChatProductivity: Microsoft 365 Apps, Adobe, Google WorkspaceSecurity: Sophos MDR, Defender, Mimecast, Duo, SaaS AlertsNetworking: Cisco, Sophos, Ubiquiti, SonicWallIT Management: Autotask PSA, Datto RMM, Addigy, IT Glue, ScalePadBenefits401(k) with company matchHealth, dental, and vision insuranceHSA availablePaid time offCareer path growth within a top-tier MSP