Manager, Service Desk

Job Title:

Job Status:

Department/Group:

Employee Type:

Reports to:

Work Schedule:

Positions Supervised:

Position Summary:

You will design and execute the reactive support strategy for each client, ensuring technical issues are resolved quickly while coaching your team to deliver consistent, high-quality service. You will also identify opportunities to reduce ticket volume and improve client environments over time.

As the escalation point for complex issues, you will support your team in managing challenges and ensure smooth handoffs to senior specialists when needed. Meeting and exceeding SLA commitments will be key to your success.

This role is not just about managing tickets but shaping the client experience through leadership, empathy, and strategic thinking.

Key Performance Indicators

• Reactive Backlog: Less than 30 tickets
• Service Desk Team CSAT Score: Greater than 95%
• Reactive Escalations Closed by Service Desk: 5
• Initial Response Time: Less than 30 minutes
• Average Resolution Time: Less than 30 minutes
  

Essence of the Role

• Set and manage client expectations.
• Champion and develop the reactive ticket process.
• Manage client impressions and satisfaction.
• Identify recurring issues and provide effective solutions.
• Implement the right solution the first time.
• Guide team members on complex escalations.
  

Impact Areas:

• Improved client satisfaction and reduced churn
• Reduced reactive hours per user per month
• Reduced ticket volume and risk
• Increased productivity and company profitability
• Team development and engagement
• Enhanced job satisfaction and workplace culture
  

Accountabilities

• Leadership, accountability, and management of the Service Desk team
• Execution of the Service Desk process
• Management of incoming support queues (portal, phone, email)
• Client communication and follow-up
• Proactive monitoring and remediation
• Achievement of team KPIs
• Ticket scheduling and management
  

Roles and Responsibilities

1. Promote corporate culture and core values.

2. Ticket Triaging:

• Accurately capture and document user requests in PSA AutoTask
• Ensure ticket summary reflects the actual issue
• Assign correct type, subtype, and user for tickets
• Determine priority and adjust schedule as needed
  

3. Manage Client Expectations:

• Set reasonable follow-up times based on workload
• Communicate next steps effectively to clients
  

4. Ensure Client Satisfaction:

• Respond to calls and emails within KPI timelines
• Monitor ticket progress and assign resources effectively
  

5. Implementation:

• Use Datto RMM to proactively identify and resolve issues
• Document resolutions clearly
• Create SOPs in ITGlue to improve efficiency and reduce RHUM
• Record all network infrastructure changes related to tickets
• Complete end-of-day checklist
  

6. Leadership:

• Monitor ticket trends and team productivity
• Manage escalations with support from Senior Service Desk Specialist
• Develop and mentor team members
• Create personal development plans aligned with company goals
  

7. Others:

• Attend required service meetings
• Log time, expenses, and submit weekly timesheets
• Complete assigned quarterly goals and training
• Stay updated on emerging technologies
• Perform additional duties as assigned by management
  

Qualifications and Education Requirements

Leadership:

• Ability to lead a small, focused team to achieve common goals
  

Communication:

• Strong verbal and written communication skills
• Ability to present ideas clearly and effectively
  

Problem Solving:

• Proactive issue identification and resolution
• Analytical thinking and teamwork in problem-solving
  

Business Ethics:

• Integrity, accountability, and respect in all interactions
  

Skills and Abilities

Education:

• Associates Degree in IT or a related field (required)
• Bachelor’s Degree in IT or a related field (preferred)
  

Experience:

• 5+ years in IT/network troubleshooting
• Team management experience (3–5 people), including coaching and performance management
• Client-facing experience in issue resolution and expectation management
• Familiarity with IT tools, systems, and terminology
  

Certifications (Preferred):

• Microsoft, VMware, or Cisco certifications