Service Desk Manager - Managed Services

Key Responsibilities

• Oversee day-to-day operations of the service desk (headquarters and remote offices), ensuring timely and effective resolution of client issues
• Monitor ticket queues, escalation paths, and workload distribution to meet SLA commitments
• Own the overall performance, quality, and client experience of the Service Desk organization
• Ensure service delivery aligns with company objectives, contractual commitments, and client expectations
• Monitor technician utilization, service delivery efficiency, and resource allocation to maximize operational effectiveness
• Foster a positive, accountable, and customer-focused team culture
• Manage staffing levels, scheduling, and resource allocation
• Establish performance goals and career development plans for all Service Desk personnel
• Develop future technical leaders through mentoring, coaching, and succession planning
• Promote accountability, collaboration, and a culture of operational excellence
• Track and report on key service desk KPIs (response time, resolution time, SLA compliance, CSAT)
• Drive continuous improvement initiatives to enhance service efficiency and quality
• Identify recurring issues and implement root cause analysis methodologies to reduce ticket volume and improve service quality
• Develop and maintain dashboards and reporting metrics for executive leadership review
• Partner with Account Management and Executive Leadership to maintain strong client relationships
• Participate in Quarterly Business Reviews (QBRs) and client service review meetings as required
• Identify at-risk clients and develop corrective action plans to improve client satisfaction and retention
• Serve as an escalation point for service-related concerns and client communications
• Implement and maintain ITIL-based service management best practices
• Ensure effective utilization of PSA, RMM, documentation, and automation platforms
• Drive automation initiatives that reduce ticket volume, improve response times, and increase technician efficiency
• Develop, document, and continuously improve operational workflows, escalation procedures, and standard operating procedures
• Establish and maintain a robust knowledge management program

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• Minimum seven (7) years of Progressive IT support and service delivery experience
• Minimum three (3) years of leadership experience managing technical support teams
• Minimum three (3) years of experience within a Managed Services Provider (MSP) environment
• Strong technical knowledge of Microsoft environments, networking, cloud platforms, cybersecurity principles, and end-user support
• Experience managing service delivery against defined SLAs and operational KPIs
• Experience with PSA platforms, RMM tools, and service management frameworks

Preferred Qualifications

• Relevant certifications (e.g., ITIL, CompTIA A+/Network+, Microsoft, or similar)
• ITIL Foundation Certification or higher
• ConnectWise Certifications
• CompTIA Security+
• Microsoft Certifications
• Project Management Professional (PMP)
• Experience participating in client-facing executive reviews and strategic planning discussions