Position Overview
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 o ices), 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
Qualifications & Experience Required
- 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
- 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