Service Desk Manager

MSP Hire

Service Desk Manager overseeing IT support operations and team performance for client satisfaction in fast-paced MSP environment. Building high-performing teams and implementing service improvements.

Posted 4/30/2026full-timeRemote • Texas • 🇺🇸 United StatesMid-LevelSenior💰 $100,000 - $115,000 per yearWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Oversee service desk operations by monitoring ticket dashboards, managing SLA compliance, addressing escalations, and ensuring exceptional service delivery
Lead and develop the service desk team through daily performance management, workload balancing, coaching, and ongoing professional development
Maintain strong client relationships through proactive communication, regular service reviews, and performance reporting
Analyze operational metrics including ticket volume, response times, MTTR, CSAT, and cost efficiency to identify trends and drive continuous improvement
Implement and refine service desk processes, escalation workflows, and operational policies to improve efficiency and customer satisfaction
Manage on-call scheduling, staffing capacity, and resource planning to support business growth while preventing team burnout
Deliver strategic reports, business reviews, and operational recommendations to executive leadership
Conduct employee performance reviews, goal-setting, and workforce planning

Requirements

What you’ll need

Experience managing a service desk, IT support team, or strong service desk technician experience
Strong leadership skills with the ability to coach, motivate, and hold teams accountable
Excellent problem-solving and decision-making abilities
Outstanding communication skills with both clients and technical teams
Data-driven mindset with the ability to use metrics to guide operational decisions
Familiarity with ITIL or IT service management best practices is a plus
Must be located in or near Austin, San Antonio, or Dallas, Texas

Benefits

Comp & perks

Flexible work arrangements
Professional development

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

service desk operationsSLA complianceticket dashboardsoperational metricsMTTRCSATprocess improvementresource planningworkload balancingperformance reporting

Soft Skills

leadershipcoachingcommunicationproblem-solvingdecision-makingmotivationaccountabilityclient relationship managementperformance managementgoal-setting

Certifications

ITIL