MSP Service Desk Manager (Technical Operations Manager)
17 days ago
Stuart
Job DescriptionSummary: 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. Responsibilities: 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.Knowledge, Skills, & Qualifications:, • 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.Preferred Additional Qualifications, • Experience with Remote Monitoring and Management (RMM) tools: Familiarity with RMM tools like NinjaRMM or similar platforms., • Experience with Ticketing Systems: Knowledge of ticketing systems such as Autotask PSA, ServiceNow, 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 AWS, Azure, or Google Cloud.Work Environment, • 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., • Flexible working hours, with occasional on-call responsibilities.Benefits:, • Competitive salary and performance-based bonuses, • Comprehensive health, dental, and vision insurance, • Retirement savings plan with company match, • Paid time off and holidays, • Professional development and certification reimbursement