Operational Management
Coordinate after-hours accountability for proper leadership and engineer coverage to ensure proper 24/7 operations.
Conduct baseline KPI reviews.
Ensure time logging is compliant with agreements, accurate, and timely.
Ensure team members are adhering to established practices: Including but not limited to ticket accountability, escalations, chat/phone skills, and acceptable client communications.
Maintain visibility into service desk performance and workload trends.
Accountability of personal and team availability.
SLA monitoring and tracking with all ticketing system queues to ensure SLA and SLO attainment.
Communicate with all parties in a constructive manner to guarantee customer expectations are met and exceeded.
Facilitate CCIR (commanders critical information report) communications internally with direct leadership, vCIO’s and Executive team if necessary.
Work in conjunction with Leadership on day-to-day activities.
Follow up with client when negative feedback is received in CSAT system.
Technical Management
Own customer escalations and support.
Understand overall service desk objectives, as well as the role and function of each team member.
Contribute to the continuity of services by providing the necessary technical leadership.
Acting as an escalated resource for engineers as well as communicating escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
Drive problem investigations and resolutions as required, conduct root cause analysis with direct leadership.
Identify areas of improvement and make constructive suggestions for change.
Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
Business Awareness: specific knowledge of the customer and how IT relates to their business strategy, workflows, and goals.
People Management
Establish a baseline of positive and effective communication with your team, direct leadership, and engineers.
Enforce positive accountability, responsibility, ownership, and a clear sense of direction for all team members.
Work with L&D team members to develop training programs to refine the skills of the service desk team.
Facilitate regular service desk team meetings and service board reviews.
Manage the development of the team by ensuring that daily tasks and activities are in line with team members' career objectives.
Perform performance reviews and support employees with actionable feedback and development plans.
Conduct regular 1:1 meetings to provide guidance, address concerns, and support performance improvement.
Mentor and coach team members to support their ongoing growth and professional development.
Documentation
Create, refine, and maintain documentation and Standard Operating Procedures (SOPs) to support consistent, high‑quality service delivery.
Ensure Engineers are familiar with and adhere to our Standard Operating Procedures (SOP) Document internal processes and procedures related to duties and responsibilities.

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.
This job may require access to customer information, systems, and/or premises. As a result, this job may require customer approval for such access as an essential job function.

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

KPI reviewsSLA monitoringroot cause analysistechnical troubleshootingITSM Workflowincident managementcustomer escalationsservice desk objectivesticket accountabilityperformance reviews

Soft Skills

leadershipinterpersonal sensitivityadaptabilityflexibilityreasoningcommunicationaccountabilitymentoringcoachingproblem-solving

Certifications

Microsoft certificationCisco certificationVMware certificationITIL certification