Service Desk Manager
The Service Desk Manager is responsible for overseeing the daily operations of the service desk, ensuring high-quality technical support and exceptional customer service for clients. This role leads a team of support technicians, manages service delivery performance, and ensures adherence to SLAs. The Service Desk Manager plays a critical role in maintaining client satisfaction, optimizing support processes, and driving continuous improvement in a fast-paced MSP environment.
KEY RESPONSIBILITIES
Service Desk Management
• Oversee day-to-day operations of the service desk (headquarters and remote offices), ensuring timely and effective resolution of client issues
• Monitor ticket queues, escalation paths, and workload distribution to meet SLA commitments
• Ensure consistent delivery of high-quality technical support across all clients
• Act as the primary escalation point for complex or high-priority issues
• Own the overall performance, quality, and client experience of the Service Desk organization.
• Ensure service delivery aligns with company objectives, contractual commitments, and client expectations.
• Monitor technician utilization, service delivery efficiency, and resource allocation to maximize operational effectiveness.
Team Leadership & Development
• Foster a positive, accountable, and customer-focused team culture
• Manage staffing levels, scheduling, and resource allocation
• Establish performance goals and career development plans for all Service Desk personnel.
• Develop future technical leaders through mentoring, coaching, and succession planning.
• Promote accountability, collaboration, and a culture of operational excellence.
Service Delivery & Performance Management
• Track and report on key service desk KPIs (response time, resolution time, SLA compliance, CSAT)
• Drive continuous improvement initiatives to enhance service efficiency and quality
• Ensure proper documentation of processes, resolutions, and knowledge base articles
• Monitor and manage technician utilization, productivity, and operational efficiency metrics.
• Identify recurring issues and implement root cause analysis methodologies to reduce ticket volume and improve service quality.
• Develop and maintain dashboards and reporting metrics for executive leadership review.
Client Experience & Communication
• Partner with Account Management and Executive Leadership to maintain strong client relationships.
• Participate in Quarterly Business Reviews (QBRs) and client service review meetings as required.
• Identify at-risk clients and develop corrective action plans to improve client satisfaction and retention.
• Serve as an escalation point for service-related concerns and client communications.
Process Improvement and Automation
• Implement and maintain ITIL-based service management best practices.
• Ensure effective utilization of PSA, RMM, documentation, and automation platforms.
• Drive automation initiatives that reduce ticket volume, improve response times, and increase technician efficiency.
• Develop, document, and continuously improve operational workflows, escalation procedures, and standard operating procedures.
• Establish and maintain a robust knowledge management program.
Client Relationship Management
• Partner with Account Management and Executive Leadership to maintain strong client relationships.
• Participate in Quarterly Business Reviews (QBRs) and client service review meetings as required.
• Identify at-risk clients and develop corrective action plans to improve client satisfaction and retention.
• Serve as an escalation point for service-related concerns and client communications.
Business Operations and Strategic Planning
• Contribute to strategic planning initiatives related to managed services growth and scalability.
• Provide recommendations regarding staffing, service offerings, technology standards, and operational improvements.
• Support budgeting and forecasting activities related to service delivery operations.
• Collaborate with leadership on long-term operational planning and continuous service improvement initiatives.
Cross-Functional Collaboration
• Work closely with NOC, Engineering, and Project teams to resolve issues and support client environments
• Assist in onboarding new clients, ensuring smooth transitions to support services
• Provide input on service improvements, tooling, and technology standards
REQUIRED QUALIFICATIONS
• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
• Minimum seven (7) years of Progressive IT support and service delivery experience.
• Minimum three (3) years of leadership experience managing technical support teams.
• Minimum three (3) years of experience within a Managed Services Provider (MSP) environment.
• Strong technical knowledge of Microsoft environments, networking, cloud platforms, cybersecurity principles, and end-user support.
• Experience managing service delivery against defined SLAs and operational KPIs.
• Experience with PSA platforms, RMM tools, and service management frameworks.
PREFERRED QUALIFICATIONS
• Relevant certifications (e.g., ITIL, CompTIA A+/Network+, Microsoft, or similar)
• ITIL Foundation Certification or higher.
• ConnectWise Certifications.
• CompTIA Security+.
• Microsoft Certifications.
• Project Management Professional (PMP).
• Experience participating in client-facing executive reviews and strategic planning discussions.
EMPLOYMENT REQUIREMENTS
• Must be a U.S. Citizen.
• Must possess a valid U.S. driver's license with a clean driving record.
• Must pass a Missouri State Highway Patrol (MSHP) and federal fingerprint-based background check.
• Must complete CJIS training and successfully pass the CJIS certification exam.
CORE COMPETENCIES
• Leadership and team development
• Strong problem-solving and decision-making skills
• Excellent communication and customer service orientation
• Ability to manage multiple priorities in a fast-paced environment
• Process improvement and operational efficiency mindset
• Technical troubleshooting expertise across a broad IT landscape
KEY PERFORMANCE INDICATORS (KPIs)
Service Delivery Metrics
• SLA Compliance
• Mean Time to Resolution (MTTR)
• First Contact Resolution Rate
• Ticket Backlog and Aging Metrics
• Escalation Rate
Customer Success Metrics
• Customer Satisfaction (CSAT)
• Client Retention Rate
• Client Escalation Resolution Effectiveness
• Quarterly Business Review Outcomes
Operational Metrics
• Technician Utilization
• Technician Productivity
• Knowledge Base Adoption
• Automation Impact Metrics
• Operational Efficiency Improvements
Business Metrics
• Service Delivery Gross Margin Contribution
• Resource Capacity Utilization
• Employee Retention and Team Development
• Achievement of Strategic Operational Goals
Work Environment
• In-office work environment at our St. Louis, MO office
• May require participation in on-call events for escalations
• Fast-paced MSP environment supporting multiple clients and industries
Why Join Us
• Opportunity to lead a critical function within a growing MSP
• Exposure to diverse client environments and advanced technologies
• Collaborative, team-oriented culture focused on innovation and service excellence
• Competitive compensation, benefits, and career growth opportunities
