Service Desk Manager

One of our client's is seeking a Service Desk Supervisor who will be responsible for overseeing, training, and developing the day-to-day operations of the service desk team to ensure KPI targets are met in supporting client IT environments. This includes direct supervision of Level 1 through Level 3 support engineers, ensuring adherence to customer SLO / SLA commitments, and analyzing and reporting on KPI metrics. The role requires strong technical expertise across internal systems and proficiency in tools such as ConnectWise, Ninja RMM, IT Glue, and related platforms. Familiarity with network components-including firewalls, switches, servers, laptops / desktops, and wireless access points-is essential, with experience in Fortinet products preferred. Additional responsibilities include process documentation, conducting training sessions, and driving efficiency improvements in IT client support. Exceptional communication skills, both internal and external, are critical for success in this position. This is a direct hire role paying $100,000 salary dependent on experience.

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Required Skills & Experience

2+ years of experience in an MSP environment or as a Support Desk Supervisor / Manager

Associate degree in Information Technology, Computer Science, Engineering, or a related field

Hands-on experience with ticketing systems (preferably ConnectWise), knowledgebase tools like IT Glue, and familiarity with RMM platforms.

Strong understanding of service desk operations and ITIL concepts, particularly service operations.

Skilled in creating and maintaining process documentation; capable of driving operational efficiency.

Certifications : Network+, A+, MS-900 or AZ-900 preferred; Windows 10 / 11 proficiency. Willingness to pursue certifications supported by company-provided time and financial assistance.

Nice to Have Skills & Experience

Network+, A+, MS-900 or AZ-900 preferred; Windows 10 / 11 proficiency

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and / or other paid time off as provided by applicable law.