Service Desk Manager (MSP) – Partial WFH
IT Support and Services. We are committed to delivering top-notch solutions to our small and medium-sized business clients through a team of skilled, innovative, and collaborative professionals.
As the IT Service Desk Manager, you’ll oversee our support and field technicians, managing daily operations and ensuring the smooth functioning of the service desk. Your role will involve training and coaching team members on effective troubleshooting methods, keeping them updated on the latest product or technical advancements.
We offer a supportive work environment that values work-life balance and prioritizes the well-being of our employees. Our comprehensive benefits include coverage for certifications with up-front costs, as well as opportunities for career advancement and salary increases. We’re dedicated to helping you grow professionally while maintaining a balanced and fulfilling work life. If you’re passionate about leading a team and enhancing the customer experience, we’d love to hear from you.
Service Desk Manager (MSP) – Partial WFH 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.
Service Desk Manager (MSP) – Partial WFH 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.
Service Desk Manager (MSP) – Partial WFH Benefits:
- $85,000- $95,000
- Health, Dental, Vision
- Cell Phone Stipend
- Generous PTO/Holidays
- 401k + 4% match
