Service Desk & Managed Services Manager

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Technical Environment: Active Directory O365 Networking Scripting Apple products (big plus) Telecom/VoIP (big plus)

Role Overview

This role blends deep technical expertise with people leadership and operational ownership across Service Desk escalations and proactive Managed Services delivery.

The ideal candidate is a hands-on technical leader who enjoys serving as an escalation point while also mentoring engineers building structure and improving service consistency. This position is designed for someone who values technical depth but is motivated to amplify their impact by leading people and optimizing how work gets done.

Key Responsibilities

Technical Leadership & Escalation Management

• Act as the senior escalation point for complex high-impact Service Desk and Managed Services issues

• Provide technical leadership during incidents outages and service-impacting events

• Lead root cause analysis efforts and ensure corrective actions are identified documented and implemented

• Establish reinforce and evolve technical standards across support and managed services teams

Managed Services Oversight

• Oversee day-to-day delivery of managed services including monitoring patching alert response and maintenance

• Ensure managed services activities are executed consistently and meet defined service expectations

• Partner with engineering and security teams to align services with client requirements and risk tolerance

• Identify recurring issues and drive initiatives to reduce reactive work and improve service reliability

People Management & Mentorship

• Directly manage engineers across Service Desk and Managed Services functions

• Coach and mentor engineers on troubleshooting methodology technical growth and professional communication

• Conduct regular one-on-one meetings performance reviews and career development planning

• Foster a culture of accountability ownership and continuous improvement

Operational & Process Ownership

• Own and evolve operational workflows across Service Desk and Managed Services

• Define and maintain procedures runbooks escalation paths and minimum technical standards

• Improve consistency in ticket handling documentation and client communication

• Partner with leadership to enhance efficiency service quality and scalability

Cross-Team & Stakeholder Collaboration

• Serve as a key liaison between Service Desk Managed Services Security and Leadership teams

• Communicate technical risks trends and improvement opportunities to leadership

• Support capacity planning prioritization and service maturity initiatives

Required Qualifications

• Strong background in IT engineering support or managed services environments

• Proven experience handling complex technical escalations across systems networks and endpoints

• Experience mentoring or leading engineers in a formal or informal capacity

• Excellent communication organization and prioritization skills

• Demonstrated interest in transitioning into or growing within a management role

Preferred Qualifications

• Experience working in an MSP or managed services environment

• Background in owning or improving operational processes and documentation

• Familiarity with monitoring patching and automation platforms

• Experience with incident change or service management frameworks

What Success Looks Like

• Fewer repeat escalations due to effective root cause resolution

• Consistent predictable handling and escalation of Service Desk issues

• Proactive well-documented and reliable managed services delivery

• Continuous technical and professional growth of engineers

• Clear visibility for leadership into service health risks and trends