KiZAN Technologies: Service Desk ManagerReports to: Service Operations Manager
Location: West Chester, OH (On-site)
Is this position eligible for bonus or commission - Bonus eligible based on company performance, No commission
The Service Desk Manager leads KiZAN's front-line support organization with primary accountability for people leadership, service performance, and data-driven improvement. This role develops Tier I and Tier II engineers, maintains healthy ticket flow and service levels, and uses operational data to identify trends, risks, and coachingopportunities. A strong technical background is required to understand ticket quality, assess troubleshooting progress, and ensure issues are escalated to the right technical resources.
Responsibilities :- Establish and maintain a consistent management cadence, including regular one-on-ones, team communication, coaching, feedback, career development, and follow-through on commitments.
- Own daily Service Desk performance, including contractual Response SLA and internal SLO results, CSAT, queue health, backlog and ticket aging, scheduling, staffing coverage, workload balance, and recurring operational issues.
- Lead recurring Service Desk performance reviews using ConnectWise, BrightGauge, and related reporting tools; document owners, action items, timelines, and follow-through.
- Translate operational data into clear recommendations regarding service risk, capacity, staffing, and continuous-improvement priorities.
- Provide leadership oversight for complex or sensitive issues, ensuring tickets are properly triaged, documented, escalated, and assigned.
- Use technical knowledge to evaluate troubleshooting progress and escalation quality without serving as the primary Tier III resolver.
- Partner with CSMs, Escalation Engineers, and consulting/project teams to maintain smooth handoffs and consistent client communication.
- Identify recurring service issues and lead measurable improvements in ticket flow, documentation quality, escalation consistency, backlog health, and client experience.
- Identify capacity, coverage, and skill gaps and recommend staffing, training, cross-training, or process changes to address operational risk.
- Support client and engineer onboarding and maintain SOPs, runbooks, documentation standards, quality reviews, training, and knowledge sharing.
Qualifications:- 5+ years of IT Service Management or Managed Services experience, including 2+ years in a people leadership role.
- Demonstrated success coaching technical teams, managing performance, building accountability, and maintaining a consistent management cadence.
- Demonstrated experience independently managing Service Desk operations and driving measurable service improvements.
- Experience leading recurring operational reviews and communicating performance, risks, and recommendations to senior leadership.
- Experience identifying staffing, capacity, and skill gaps using operational data.
- Ability to translate technical and operational information into clear business impact and action plans.
- Working knowledge of Microsoft 365, Azure, Active Directory / Entra ID, and Intune sufficient to understand issues and support escalation decisions.
- Experience with PSA, reporting, and documentation platforms such as ConnectWise Manage, BrightGauge, and IT Glue.
- Working knowledge of ITIL, incident management, SLA tracking, and service escalation processes, with strong communication and conflict-resolution skills.
Preferred Skills & Abilities- ITIL certification or formal IT Service Management training.
- Experience managing a Service Desk within a Managed Services Provider environment.
- Experience with ConnectWise Manage, BrightGauge, and IT Glue.
- Experience presenting operational performance, risks, and recommendations to leadership.
- Experience with workforce planning, capacity management, and technical career development.
Benefits We invest in our people because they are our greatest asset. Our benefits include:
- Health & Wellness: Comprehensive medical, dental, and vision coverage.
- Future-Ready Retirement: Employer-sponsored 401(k) with company contributions.
- Security & Protection: Company-paid life insurance and disability coverage.
- Generous PTO: Ample vacation, 8 paid holidays, and a floating holiday.
- Professional Growth: Access to cutting-edge technologies, certifications, and career development through Microsoft partnerships.
