IT Service Desk Manager (MSP) Responsibilities
- Manage the day-to-day operations of the Service Desk.
- Assign incoming tickets to the appropriate resources based of skillset, availability, and workload.
- Train, coach, and mentor service desk staff to improve their technical knowledge and customer service skills.
- Act as technical escalation point for the Service Desk.
- Collaborate with team members to ensure high priority tickets are resolved efficiently and accurately.
- Assist with scheduling and logistics for pre-flights of hardware and onsite client visits.
- Perform ticket deep dives for quality assurance and to ensure established procedures are being followed.
- Ensure established SLOs and KPIs are met across the remote support channel.
- Establish best practices through the remote support channel.
IT Service Desk Manager (MSP) Qualifications:
- Experience and understand of Windows server infrastructure including demonstrable experience with Active Directory, Windows Servers , Exchange, Office 365
- Experience defining processes and operations for Service Delivery and Professional Services
- Experience enforcing KPI’s/metrics/allocating resources
- Experience in the design, build and management of help desk implementations.
- Experience preparing technical reports on the operation of systems and provides training in system use and access.
- Worked closely with other groups to coordinate plans and activities, including coordination of specific development projects.
- Participated in the planning, implementation, and review processes for new Microsoft technologies
- Strong communication and customer service skills.
- MSCA, MCSE, MCITP or CCNA is a plus.
IT Service Desk Manager (MSP) Benefits:
- $80,000- $100,000
- Health, Dental, Vision
- Cell Phone Stipend
- Generous PTO/Holidays
- 401k + 4% match
