Service Desk Manager

Description

• Own the toolset and workflow: queue design, priorities, SLAs, automations, templates, and reporting.
• Run daily/weekly service rhythms: triage, dispatch, escalation management, service reviews, and operational reporting.
• Track and report KPIs: trends, root causes, capacity planning, and continuous improvement recommendations.
• Partner cross-functionally with projects, security, and infrastructure to ensure clean handoffs, strong documentation, and long-term fixes.
• Lead and coach the service team (Service Desk / Field as applicable): hiring support, onboarding, training, performance management, and career development.
• Improve processes and standards: build and refine SOPs, ITIL-aligned practices, knowledge management, and quality assurance.
• Manage escalations and communications: ensure clients are informed, expectations are set, and issues are driven to resolution.

Requirements

• Strong working knowledge of MSP service delivery: SLAs, escalations, ticket lifecycle, and client communication.
• Practical process mindset: you can implement structure without slowing the team down.
• Experience with PSA platforms and operational reporting.
• Calm, clear communicator who can handle escalations and drive alignment.
• 5+ years in IT support / managed services, with 2+ years in a service leadership role (Service Manager, Service Desk Manager, Operations Lead, etc.).
• Excellent people leadership: coaching, accountability, and building a high-trust team culture.
• Own service delivery and outcomes across the MSP practice (SLA attainment, response/resolution times, ticket hygiene, client satisfaction).

Benefits

• Generous Referral Program
• Fun & collaborative company culture with lots of team building events
• Benefits include company-paid extended health care, dental care, vision care, life insurance, critical illness, and critical life insurance.
• Competitive pay & a Comprehensive Benefits Package.
• Annual Education Allowance
• Local discounts to restaurants, clothing stores, personal training, and more
• Friends and Family rates for hospitality brands.
• Free access to a fully equipped gym

Training + Development

Interview process

Visa Sponsorship

Security clearance