POSITION SUMMARY The Service Desk Manager is responsible for successfully managing a team of technical resources providing remote support for Integris clients. The SDM provides leadership and guidance to ensure the team consistently meets performance goals and delivers premium service, all while adhering to established policies and procedures. The SDM will oversee service ticket intake for the assigned practice, ensuring smooth and effective resolution of client issues. When required, the SDM can step in and apply de-escalation methodology.
KEY RESPONSIBILITIES Team Leadership & Development
- Uphold and promote Integris• core values in all activities, fostering a cohesive and collaborative culture within the service desk team and across departments.
- Lead, mentor, and manage service coordinators, technicians, and team leads.
- Manage the team's performance to meet departmental Key Performance Indicators (KPIs) and ensure high-quality service delivery.
- Conduct regular 1-on-1 meetings and annual performance evaluations to assess individual and team progress against KPIs and objectives.
- Manage team scheduling to meet clients demands, manage time and attendance, and approve timesheets.
- Provide ongoing training, professional development, and career path guidance.
- Take ownership of team performance and success, setting clear goals and expectations, and ensuring the team delivers results consistently.
Collaboration & Service Delivery
- Collaborate with the Customer Experience (CX) team to address service quality concerns and implement action plans based on feedback and performance reviews.
- Work closely with the Field Services team to ensure effective collaboration and resource allocation for on-site support, maintaining service excellence and efficiency.
- Review processes, procedures, systems, and tools to recommend process improvements, efficiency gains, and increased quality of service.
- Manage time and attendance.
- Ensure processes and procedures are followed, kept up-to-date, and that time records and client documentation are accurate.
- Be accountable for team performance and success, set expectations for the team, and hold them accountable for meeting expectations and following company policy.
- Collaborate with CX team to address service quality concerns and implement and act upon any action plans established.
- Handle any additional tasks or responsibilities as assigned.
Process & Operational Excellence
- Continuously review and evaluate processes, procedures, tools, and systems to identify opportunities for improvements, efficiency gains, and enhanced service quality.
- Ensure that service desk processes and procedures are followed, kept up-to-date, and that all time records and client documentation are accurate.
- Additional duties as assigned.
SKILLS AND QUALIFICATIONS Education/Certification Requirements: - Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field • OR- equivalent experience.
- Certifications such as Microsoft MCSA/MCSE, VMware VCP, Cisco CCNA, CompTIA A+, Network+, Security+ are preferred
Experience Requirements: - 6+ years of experience in IT operations.
- 2+ years of experience proving leadership or mentoring of peers or in a supervisory capacity.
- MSP industry expertise preferred.
- ITIL concept familiarity
At
Integris, we value our team members and
offer comprehensive benefits, including:
- Medical, Dental, and Vision Insurance
- 401K Retirement Plan
- Minimum 4 Weeks of Paid Time Off (PTO)
- Birthday PTO
- Paid Holidays
- Paid Time Off for Volunteering
- Short-Term and Long-Term Disability Insurance
- Life Insurance
- Supplemental Insurance
- Employee Assistance Program
Join us in transforming IT services for small and midsize businesses across regulated industries. Be part of a team that's scaling nationally, investing in vertical expertise, and
building for better.
