Service Desk Engineer Manager

GFI Digital • Kansas City, KS

13d • Hybrid

About The Position

As a Service Desk Engineer Manager, you will lead a team of remote and onsite engineers supporting clients across a designated territory, ensuring timely issue resolution, SLA compliance, and consistent service quality. This role includes mentoring team members, improving processes, coordinating with other teams, and collaborating closely with Technology Alignment Managers (TAMs) and vCIOs to align service delivery with client goals and needs.

Requirements

• Minimum 5 years of experience in a service desk or technical support role within an MSP environment.
• Experience leading a technical support or service desk team in an MSP or managed services environment.
• Strong understanding of service desk operations and ticket management system.
• Experience with Kaseya platforms (RMM/PSA) or similar MSP management tools.
• Knowledge of Microsoft environments including Microsoft 365, Azure, and Active Directory.
• Familiarity with common IT infrastructure such as networking, endpoint management, and security best practices.
• Ability to troubleshoot technical issues and assist with escalations when needed.
• Strong communication, leadership, and problem-solving skills, including mentoringand coaching team members.
• Ability to take ownership of service desk performance, reporting, and continuous improvement initiatives.

Responsibilities

• Ensure Service Level Agreements (SLAs) are consistently met across all supported clients.
• Monitor ticket queues and prioritize work to keep response and resolution times on track.
• Identify trends in ticket data or client feedback and work to address recurring issues or areas for improvement.
• Coordinate with cross-functional teams to support solutions, projects, and client needs.
• Provide coverage for other teams when needed and occasionally assist with tickets to help with workload or escalations.
• Support team development through guidance, knowledge sharing, and mentorship
• Work with leadership team to address operational challenges and service performance.
• Assist in improving and developing ROC processes, procedures, and documentation.
• Lead team meetings to review current client issues, share knowledge, and identify areas where documentation or processes need improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed