Position Summary

We are seeking a Service Desk Manager to lead and enhance our service desk operations. This role focuses on processes, standards, and tactical day-to-day management while driving customer satisfaction. The ideal candidate will ensure efficient ticket management, optimize tools like Autotask and Datto RMM, and leverage metrics to manage the department effectively.

Team Leadership and Management:

• Lead and manage the service desk team, including hiring, training, and performance evaluations.
• Foster a positive team environment, encouraging collaboration, growth, and accountability.
• Develop and enforce service desk policies, procedures, and SLA adherence.

Service Operations:

• Oversee ticket lifecycle management within Autotask PSA, ensuring all tickets are resolved efficiently and within SLA guidelines.
• Monitor ticket queues, prioritize workloads, and ensure high-quality service delivery.
• Coordinate escalations and collaborate with technical teams to resolve complex issues.

Customer Focus:

• Serve as the primary point of contact for escalated client concerns and maintain strong client relationships.
• Ensure customer satisfaction by driving prompt, effective resolution of technical issues.
• Analyze feedback to enhance service desk performance and client experience.

Continuous Improvement:

• Utilize Autotask PSA reporting tools to monitor KPIs, identify trends, and implement improvements.
• Optimize workflows, automate processes, and leverage Autotask functionality to increase efficiency.
• Stay current on MSP industry best practices and emerging technologies to maintain competitive service offerings.

Qualifications:

Required:

• 3+ years of experience managing a service desk, preferably within an MSP environment.
• Proficiency in Autotask PSA for ticketing, reporting, and resource management.
• Strong leadership and team management skills.
• Exceptional customer service and communication abilities.
• Experience with troubleshooting and resolving IT issues, including networks, systems, and applications.

Preferred:

• Certifications such as ITIL, CompTIA A+, or similar.
• Knowledge of tools like ConnectWise, RMM platforms, and M365 environments.
• Experience creating and optimizing workflows within an MSP framework.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and certification support.
• A collaborative, innovative work environment.
• The chance to make a tangible impact on client success and our MSPs growth.