Responsive recruiter
Benefits: - 401(k)
- Dental insurance
- Employee discounts
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
Summary:
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 Azure, AWS, 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.
Benefits:
- 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
Compensation: $43.00 - $53.00 per hour
