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About the role
Key responsibilities & impact- Lead and manage the Service Coordination/Dispatch team responsible for work intake, prioritization, and resource assignment
- Lead and manage Tier 1 and Tier 2 Helpdesk technicians supporting end users and client environments
- Ensure tickets are handled efficiently, escalated appropriately, and resolved within established service standards
- Provide leadership support during major incidents, including triage of network and server outages
- Monitor team performance and service delivery metrics to drive continuous improvement
- Conduct regular one-on-one meetings and performance coaching with direct reports
- Develop and execute training plans for Service Coordinators and Helpdesk Technicians
- Create growth opportunities and career development paths for team members
- Foster a culture of accountability, learning, collaboration, and client service excellence
- Assist with recruiting, interviewing, onboarding, and retention of team members
- Develop, document, and improve service desk processes, procedures, and workflows
- Identify operational inefficiencies and implement practical solutions
- Ensure consistent execution of service delivery standards and best practices
- Partner with leadership to improve capacity planning, workload management, and resource utilization
- Drive adoption of tools, automation, and process improvements that improve both client and employee experiences
- Participate in leadership discussions and contribute to organizational initiatives
- Collaborate with other departments to ensure alignment across service delivery, projects, sales, and client success teams
- Support the achievement of company goals through effective operational leadership
- Serve as a role model for Mirazon’s Core Values and leadership expectations
Requirements
What you’ll need- 3–5+ years of Helpdesk or Service Desk management experience
- Experience leading technical support teams in a fast-paced environment
- MSP experience strongly preferred
- Experience managing and developing direct reports
- Familiarity with PSA/ticketing platforms such as ConnectWise, Autotask, or similar tools
- General understanding of remote management and monitoring platforms
- Strong organizational, communication, and leadership skills
- Demonstrated ability to improve processes and drive operational consistency
- Ability to balance tactical execution with strategic thinking
Benefits
Comp & perks- Life Insurance
- Short-term Disability
- Long-term Disability
- Cafeteria Plan – Premium, Medical, & Child Care Reimbursement
- Health Insurance
- Dental Plan
- Vision Plan
- 401K Matching
- Referral Bonuses
- Tuition Reimbursement
- Performance Incentives
- Time Off – benefits accrue on a pro-rated basis each pay period over a 12-month period with the following maximums: Vacation Time – 10 days per calendar year Sick Leave – 5 days per calendar year Paid Company Holidays (7) Paid Floating Holidays (2) Volunteer
- Cell Phone & Internet Reimbursement
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Helpdesk managementService Desk managementProcess improvementOperational consistencyResource assignmentPerformance metricsTraining developmentTriageCapacity planningWorkload management
Soft Skills
LeadershipCommunicationOrganizational skillsCoachingCollaborationAccountabilityClient service excellenceStrategic thinkingProblem-solvingTeam development