MSP Service Manager

Benefits

• 401(k)
• Dental insurance
• Employee discounts
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• Competitive salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance
• Retirement savings plan
• Paid time off and holidays
• Professional development and certification reimbursement
• Opportunities for career advancement

We are seeking a dedicated and experienced Managed IT Services (MSP) Service Desk Manager to oversee our service desk operations for the small to medium-sized businesses (SMBs) we support from a team of MSP technicians. The ideal candidate will have a strong background in IT service management, exceptional leadership skills, and a customer‑centric approach to ensure the delivery of high-quality IT support services.

• Service Desk Management
  • Oversee the daily operations of the service desk, ensuring efficient and effective support for SMB clients.
  • Manage and mentor service desk staff, including performance evaluations, training, and career development.
  • Monitor service desk metrics and KPIs to ensure service level agreements (SLAs) are met.
  • Develop and implement service desk policies, procedures, and best practices.
  • Handle escalations and ensure timely resolution of complex technical issues.
  • Coordinate with other IT teams to resolve systemic issues and improve overall service delivery.
  • Create, update, and maintain detailed documentation for all client environments and troubleshooting procedures.
• Client Relationship Management
  • Build and maintain strong relationships with our SMB clients, understanding their IT needs and business objectives.
  • Regularly communicate with clients to provide updates on service desk performance, project status, and other relevant information.
  • Conduct periodic reviews with clients to assess satisfaction and identify areas for improvement.
• Technical Expertise
  • Stay up‑to‑date with the latest IT trends, technologies, and best practices relevant to SMBs.
  • Provide technical guidance and support to service desk staff as needed.
  • Service desk escalation management and ticket triage.
  • Ensure the service desk team is equipped with the necessary tools and knowledge to support a wide range of IT environments.
• Continuous Improvement
  • Identify opportunities for process improvements and implement changes to enhance service delivery.
  • Analyze service desk performance data to identify trends and recommend corrective actions.
  • Develop and deliver training programs to enhance the skills and knowledge of service desk staff.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT service management, with at least 3 years in a supervisory or managerial role.
• Strong knowledge of ITIL framework and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities and work under pressure.
• Experience with service desk software and tools.
• Certifications such as ITIL, CompTIA A+, or Microsoft Certified Professional (MCP) are preferred.

• Experience with Remote Monitoring and Management (RMM) tools:
  Familiarity with RMM tools like Ninja
  
  RMM or similar platforms.
• Experience with Ticketing Systems:
  Knowledge of ticketing systems such as Autotask PSA, Service Now, Zendesk, or similar.
• Documentation Tools:
  Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint).
• Experience with Cloud Services:
  Understanding of cloud platforms such as Azure, AWS, or Google Cloud.

• Fast‑paced and dynamic environment, with a focus on delivering high‑quality IT support to SMB clients.
• Collaborative and supportive team culture.
• Opportunities for professional growth and development.