Manage the day-to-day operations of the entire service desk team.
Provide high-level technical guidance to the team and ensure service exceeds customer expectations.
Coordinate after-hours accountability for proper leadership and engineer coverage.
Conduct baseline KPI reviews and ensure compliance with time logging agreements.
Maintain visibility into service desk performance and workload trends.
Own customer escalations and support; drive problem investigations and resolutions as required.
Establish a baseline of positive and effective communication with the team and stakeholders.
Create, refine, and maintain documentation and Standard Operating Procedures (SOPs).

Requirements

Familiarity with common MSP RMM and MDM solutions such as CW Automate, Intune, and JAMF
Microsoft, Cisco, or VMware certifications.
5+ years of hands‑on leadership experience within an MSP environment.
3+ years of engineering experience in an MSP capacity.
ITSM Workflow & Incident Management experience.
Strong analytical, diagnostic, and technical troubleshooting skills.
The ability to make important decisions in a fast-paced environment.
Prior experience managing 24x7 operations.
Strong leadership qualities such as interpersonal sensitivity, adaptability, flexibility, and reasoning skills.
Proven supervisory skills include workforce planning, task organization, time management, and employee training.
Ability to participate in a management on‑call rotation.
ITIL certified or willing to obtain.

Benefits

Health and Welfare (Medical, Dental, Vision)
Accident, Critical Illness, and Hospital Indemnity
Employee Assistance Program (EAP)
Life and AD&D Insurance
Short- and Long-Term Disability Insurance
Flexible Spending Accounts
Transportation and Parking Accounts
Health Savings Accounts (with company contribution)
Retirement Planning (401k with matching contribution)
Legal Benefits
Identity Theft Protection
Pet Insurance
Wellness Program Offerings
Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
8 Paid Holidays per year, including 1 floating holiday.

Applicant Tracking System Keywords

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

Hard Skills & Tools

ITSM WorkflowIncident Managementtechnical troubleshootingKPI reviewsproblem investigationsservice desk performance analysistime logging compliancedocumentationStandard Operating Procedures

Soft Skills

leadershipinterpersonal sensitivityadaptabilityflexibilityreasoninganalytical skillsdiagnostic skillsdecision makingtime managementemployee training

Certifications

Microsoft certificationCisco certificationVMware certificationITIL certification