M3 Networks

IT Support

• Own daily service desk performance including ticket flow, prioritization, documentation, and resolution quality.
• Actively work tickets across all levels including complex and escalated issues.
• Serve as the primary escalation point for service desk incidents and client concerns.
• Ensure consistent adherence to service standards, response expectations, and communication guidelines.
• Manage escalated tickets with urgency, professionalism, and clear communication.
• Communicate directly with VIP and executive level clients to address concerns and set expectations.
• Create, implement, monitor, and report on Service Level Agreements.
• Ensure ongoing SLA compliance across response times, resolution times, and service quality.
• Partner with leadership to align service desk processes with organizational goals.
• Hold weekly meetings with technical staff to review performance, escalations, trends, and priorities.
• Coach, develop, and hold service desk staff accountable to performance and communication standards.

Service Desk Supervisor – Helpdesk Supervisor

Growth Marketing

• Drive revenue growth through new client acquisition, expansion, and strategic partnerships
• Develop and execute growth strategies across sales, marketing, and client retention
• Help define service packaging, positioning, and pricing strategy
• Build predictable pipelines and scalable growth systems
• Own day-to-day leadership of the organization and ensure strong execution across teams
• Build and improve systems, processes, and accountability to support scale
• Establish performance metrics (KPIs), rhythms, and standards across the business
• Identify bottlenecks and implement solutions quickly and effectively
• Recruit, develop, and lead high-performing talent across service delivery and growth functions
• Create a culture of ownership, high standards, and execution
• Ensure consistent, high-quality service delivery and client satisfaction

VP of IT Strategy and Growth

Technical Account Manager

• Own a book of MSP client accounts end-to-end
• Manage renewals, agreements, seat changes, and service alignment
• Keep accounts organized and documented inside ConnectWise
• Identify and close upgrades (security, users, projects, standardization)

Service Desk Supervisor – Helpdesk Supervisor

VP of IT Strategy and Growth

Senior Technical Account Manager