MSP Service Desk Manager (Technical Operations Manager)
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Job Location:
Stuart, FL - USA
Monthly Salary:
Not Disclosed
Posted on:
03-11-2025
Vacancies:
1 Vacancy
Job Summary
We are seeking a dedicated and experienced Managed IT Services (MSP) Service Desk Manager to oversee our service desk operations for the small to medium-sized businesses (SMBs) we support from a team of MSP technicians. The ideal candidate will have a strong background in IT service management exceptional leadership skills and a customer-centric approach to ensure the delivery of high-quality IT support services.
Responsibilities:
Service Desk Management
- Oversee the daily operations of the service desk ensuring efficient and effective support for SMB clients.
- Manage and mentor service desk staff including performance evaluations training and career development.
- Monitor service desk metrics and KPIs to ensure service level agreements (SLAs) are met.
- Develop and implement service desk policies procedures and best practices.
- Handle escalations and ensure timely resolution of complex technical issues.
- Coordinate with other IT teams to resolve systemic issues and improve overall service delivery.
- Create update and maintain detailed documentation for all client environments and troubleshooting procedures.
- Build and maintain strong relationships with our SMB clients understanding their IT needs and business objectives.
- Regularly communicate with clients to provide updates on service desk performance project status and other relevant information.
- Conduct periodic reviews with clients to assess satisfaction and identify areas for improvement.
- Stay up-to-date with the latest IT trends technologies and best practices relevant to SMBs.
- Provide technical guidance and support to service desk staff as needed.
- Service desk escalation management and ticket triage.
- Ensure the service desk team is equipped with the necessary tools and knowledge to support a wide range of IT environments.
- Identify opportunities for process improvements and implement changes to enhance service delivery.
- Analyze service desk performance data to identify trends and recommend corrective actions.
- Develop and deliver training programs to enhance the skills and knowledge of service desk staff.
- Bachelors degree in Information Technology Computer Science or a related field.
- Minimum of 5 years of experience in IT service management with at least 3 years in a supervisory or managerial role.
- Strong knowledge of ITIL framework and best practices.
- Excellent leadership communication and interpersonal skills.
- Ability to manage multiple priorities and work under pressure.
- Experience with service desk software and tools.
- Certifications such as ITIL CompTIA A or Microsoft Certified Professional (MCP) are preferred.
- Experience with Remote Monitoring and Management (RMM) tools: Familiarity with RMM tools like NinjaRMM or similar platforms.
- Experience with Ticketing Systems: Knowledge of ticketing systems such as Autotask PSA ServiceNow Zendesk or similar.
- Documentation Tools: Proficiency in using documentation tools and platforms (e.g. Hudu Ninja Documentation IT Glue SharePoint).
- Experience with Cloud Services: Understanding of cloud platforms such as AWS Azure or Google Cloud.
- Fast-paced and dynamic environment with a focus on delivering high-quality IT support to SMB clients.
- Collaborative and supportive team culture.
- Opportunities for professional growth and development.
- Flexible working hours with occasional on-call responsibilities.
- Competitive salary and performance-based bonuses
- Comprehensive health dental and vision insurance
- Retirement savings plan with company match
- Paid time off and holidays
- Professional development and certification reimbursement
- Opportunities for career advancement
We offer a dynamic and supportive work environment where your contributions are valued and your professional growth is encouraged. At TeamLogic IT youll have the opportunity to work on diverse and challenging projects enhance your technical skills and make a meaningful impact on our clients businesses. If you have a strong IT background a problem-solving mindset and a passion for innovation youll thrive in our fast-paced ever-evolving industry. Our team is driven by a commitment to expanding boundaries leveraging expertise and delivering smart solutions. As part of a local office youll also benefit from the collaboration and support of a vast network of technicians across North America.
Our growth isnt measured in numbers its an investment in aligning with the best talent.
If you have a background and skillset for IT and a determined mindset to overcome any obstacle youll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries flex know-how and resolve challenges with smart solutions. Thats a good thing since technology is always advancing creating an environment thats fast-paced and dynamic. When you work for a local office youre part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.
Were Committed to a People First Culture
Our philosophy is to support small- and medium-sized businesses across the country so they perform better grow faster and achieve more. As a result we are constantly providing our teams with the highest level of support training and career advancement opportunities in an industry that is constantly evolving.
This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location and not to TeamLogic IT Corporate.
Required Experience:
Manager
Key Skills
- Editorial
- Catering
- B2C
- Camp
- Computer Engineering
About Company
TeamLogic IT is a nationwide network of businesses that provide comprehensive computer-based services for managing information technology.
