Service Desk Manager - Managed Services

Service Desk Manager

Forward Slash Technology is a St. Louis-based provider of Cyber Security, Managed Services, and Information Technology solutions.

The Service Desk Manager is responsible for overseeing the daily operations of the service desk, ensuring high-quality technical support and exceptional customer service for clients. This role leads a team of support technicians, manages service delivery performance, and ensures adherence to SLAs. The Service Desk Manager plays a critical role in maintaining client satisfaction, optimizing support processes, and driving continuous improvement in a fast-paced MSP environment.

• Oversee day-to-day operations of the service desk (headquarters and remote offices), ensuring timely and effective resolution of client issues
• Monitor ticket queues, escalation paths, and workload distribution to meet SLA commitments
• Ensure consistent delivery of high-quality technical support across all clients
• Act as the primary escalation point for complex or high-priority issues
• Own the overall performance, quality, and client experience of the Service Desk organization.
• Ensure service delivery aligns with company objectives, contractual commitments, and client expectations.
• Monitor technician utilization, service delivery efficiency, and resource allocation to maximize operational effectiveness.

• Foster a positive, accountable, and customer-focused team culture
• Manage staffing levels, scheduling, and resource allocation
• Establish performance goals and career development plans for all Service Desk personnel.
• Develop future technical leaders through mentoring, coaching, and succession planning.
• Promote accountability, collaboration, and a culture of operational excellence.

• Track and report on key service desk KPIs (response time, resolution time, SLA compliance, CSAT)
• Drive continuous improvement initiatives to enhance service efficiency and quality
• Ensure proper documentation of processes, resolutions, and knowledge base articles
• Monitor and manage technician utilization, productivity, and operational efficiency metrics.
• Identify recurring issues and implement root cause analysis methodologies to reduce ticket volume and improve service quality.
• Develop and maintain dashboards and reporting metrics for executive leadership review.

• Partner with Account Management and Executive Leadership to maintain strong client relationships.
• Participate in Quarterly Business Reviews (QBRs) and client service review meetings as required.
• Identify at-risk clients and develop corrective action plans to improve client satisfaction and retention.
• Serve as an escalation point for service-related concerns and client communications.

• Implement and maintain ITIL-based service management best practices.
• Ensure effective utilization of PSA, RMM, documentation, and automation platforms.
• Drive automation initiatives that reduce ticket volume, improve response times, and increase technician efficiency.
• Develop, document, and continuously improve operational workflows, escalation procedures, and standard operating procedures.
• Establish and maintain a robust knowledge management program.

• Partner with Account Management and Executive Leadership to maintain strong client relationships.
• Participate in Quarterly Business Reviews (QBRs) and client service review meetings as required.
• Identify at-risk clients and develop corrective action plans to improve client satisfaction and retention.
• Serve as an escalation point for service-related concerns and client communications.

• Contribute to strategic planning initiatives related to managed services growth and scalability.
• Provide recommendations regarding staffing, service offerings, technology standards, and operational improvements.
• Support budgeting and forecasting activities related to service delivery operations.
• Collaborate with leadership on long-term operational planning and continuous service improvement initiatives.