Solution Engineering Manager - Service Desk

Solution Engineering Manager For Service Desk

As the Solution Engineering Manager for the Service Desk Practice at Astreya, you'll be at the forefront of designing, implementing, and optimizing cutting-edge Service Desk and IT support solutions that truly make an impact. In this dynamic role, you'll be leading the charge to deliver brilliant, high-performance support services that not only enhance operational efficiency but also align seamlessly with the unique business goals of our clients. By working closely with our sales, service delivery, and technical operations teams, you'll have the opportunity to craft world-class Service Desk and end user support solutions that address critical business challenges and drive real results.

We're looking for an innovative, data-driven leader who thrives on creating exceptional customer experiences and pushing the boundaries of service excellence. If you're passionate about the latest in end user technologies and brilliant customer experiences, this is your chance to play a pivotal role in shaping the future of our Service Desk offerings across a diverse range of clients and industries. This is more than just a jobit's your opportunity to be a key player in transforming how some of the world's most influential organizations support and empower their users.

Key Responsibilities :

Solution Design & Strategy :

Lead the development and implementation of Service Desk services, including remote, walkup, and field support functions in local and global enterprise environments

Collaborate with pre-sales teams to assess client needs, craft tailored solutions, and present proposals that align with customer objectives.

Develop scalable, repeatable processes and solutions for clients, ensuring high service quality and a world-class customer support experience.

Maintain a deep understanding of industry trends, emerging technologies, and best practices in Service Desk services to continually improve service offerings.

Operations Leadership & Development :

Manage and mentor service leaders, fostering a culture that relentlessly pursues excellence by using data to drive decisions, collaborating with trust and candor, and seeking the optimal customer experience and service outcomes.

Coordinate with HR to source, onboard, and train highly qualified service team members, ensuring they possess the technical, problem-solving & customer service skills necessary for success.

Provide ongoing performance feedback and development planning to team members to promote career growth and skills enhancement.

Client Engagement & Support :

Communicate as the subject matter expert for Service Desk services, advising stakeholders on best practices and approaches to solving customer challenges.

Build trusting relationships with stakeholders, working closely with them to understand their goals and provide ongoing support to optimize service delivery.

Ensure that services are designed to exceed service level agreements (SLAs) and KPIs through effective training, management, and coordination of resources to create opportunities for future account growth.

Operational Excellence & Continuous Improvement :

Think critically and creatively about service challenges and identify scalable solutions to solve problems using methods, tools & technologies to enhance service delivery.

Develop and maintain documentation of solution proposals, methodology, operational processes, and workflows to ensure consistency and efficiency.

Analyze service delivery performance data to identify trends, areas for improvement, and opportunities to enhance the customer experience.

Drive the implementation of automation tools and technologies to improve the efficiency of end user support services without degrading quality.

Cross-Functional Collaboration :

Partner with sales, account management, and service delivery teams to ensure the seamless transition and execution of client projects.

Advise service delivery leaders as a trusted advisor to ensure the service and solution deliver the outcomes proposed in the sales cycle

Collaborate with adjacent infrastructure services to ensure the Service Desk services are aligned with broader IT strategies and security requirements.

Required Qualifications :

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

5+ years of experience in Service Desk, technical support, or Service Desk operations within a managed services or IT services environment.

3+ years of experience in a leadership role, managing technical teams in solution engineering, IT service management, or Service Desk operations.

Strong knowledge of ITIL frameworks, Service Desk solutions, ITSM & contact center platforms, and end user support technologies.

Experience designing and delivering managed services solutions for end user environments, including Windows / Mac OS / ChromeOS support, Google Workspace / Office 365, remote desktop tools, and endpoint management systems.

Deep understanding of how to use data to understand and manage service performance.

Proven ability to manage and appropriately prioritize multiple projects, priorities, and deadlines in periods of high demand.

Excellent communication and presentation skills with the ability to influence both technical and non-technical stakeholders through influential leadership.

Strong problem-solving abilities and a customer-focused mindset.

Preferred Qualifications :

Hands-on experience using tools like Excel, Looker Studio, PowerBI, or Tableau to analyze and understand service performance and gain data-driven insights.

Certifications in ITIL, ITSM platforms, project management frameworks or other relevant technologies to validate knowledge.

Experience using automation and AI-driven support tools in the Service Desk space.

Familiarity with adjacent support and administration teams like audio-visual, IT asset management, business applications, identify & access management, etc.

Familiarity with remote work tools, various ITSM tools or ACD systems, and modern cloud-based infrastructure like GCP, Microsoft Azure, etc.

At Astreya, we pride ourselves on delivering world-class solutions so intelligent that our clients don't need to think about it. As the Solution Engineering Manager for Service Desk, you will have the opportunity to shape the future of our service offerings, develop talent, and work on cutting-edge technology solutions. We value human-centric tech, fearless transparency, and relentless customer focusand we are looking for a leader who shares those values.

Salary Range $98,040.00 - $154,800.00 USD (Salary)

Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit. Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including : Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only; Dental provided through Cigna (DPPO & DHMO options); Nationwide Vision provided through VSP; Flexible Spending Account for Health & Dependent Care; Pre-Tax Account for Commuter Benefit / Parking & Transit (location-specific); Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera; Corporate Wellness Program; Employee Assistance Program; Wellness Days; 401k Plan; Basic Life, Accidental Life, Supplemental Life Insurance; Short Term & Long Term Disability; Critical Illness, Critical Hospital, and Voluntary Accident Insurance; Tuition Reimbursement (available 6 months after start date, capped); Paid Time Off (accrued and pro