Service Desk Manager

$72,000 - $72,000/Yr

Right Click Technology - Angleton, TX

Full-time - Mid Level

Angleton, TX

Professional, Scientific, and Technical Services

About the position

The Service Desk Manager will oversee the daily operations of the service desk, ensuring effective support for clients and leading a team of service desk technicians. This role focuses on maintaining service quality, enhancing customer experience, and implementing continuous improvement initiatives within a Managed Service Provider (MSP) environment.

Responsibilities

• Supervise and lead a team of service desk technicians.
• Train, mentor, and develop team members to enhance their technical skills and customer service capabilities.
• Schedule and manage technician shifts to ensure adequate coverage during operational hours and on-call rotations.
• Act as the primary point of contact for escalated client issues, ensuring they are resolved efficiently and professionally.
• Build and maintain strong relationships with clients, understanding their needs and providing tailored solutions.
• Conduct regular check-ins or review meetings with key clients to gather feedback and identify areas for service improvement.
• Oversee day-to-day service desk operations, ensuring that support tickets are managed, prioritized, and resolved in accordance with established SLAs.
• Implement and maintain standard operating procedures and workflows for handling tickets and escalations.
• Monitor ticket queues and service trends to identify bottlenecks and improve service efficiency.
• Develop and refine processes to enhance the efficiency and effectiveness of service desk operations.
• Track key performance indicators (KPIs) and use data to recommend and implement service improvements.
• Stay up-to-date with industry best practices and integrate them into current operations.
• Provide guidance on complex technical issues and support the team with troubleshooting high-priority problems.
• Ensure that documentation, including client-specific technical knowledge bases and standard procedures, is regularly updated.
• Collaborate with other IT teams and senior management to align service desk activities with broader IT and business goals.
• Oversee the usage and optimization of service desk tools and software, such as ConnectWise Manage or other ticketing and monitoring systems.
• Evaluate and implement new technologies or updates that can enhance service delivery and team productivity.
• Ensure that service desk practices comply with industry regulations and security standards.
• Promote and enforce security best practices among the team and clients, providing training or guidance as needed.
• Manage the service desk budget, including costs for tools, training, and resources.
• Identify opportunities for cost-saving measures without compromising service quality.
• Lead incident response for critical issues, coordinating communication with clients and ensuring swift resolution.
• Perform root cause analysis for recurring issues and collaborate with the technical team to implement permanent solutions.
• Work closely with other departments (e.g., sales, project management) to support client onboarding and project implementations.
• Ensure effective internal communication to keep the team informed about new processes, services, and client updates.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• Proven experience managing a service desk or IT support team, preferably within an MSP environment.
• Strong technical background with knowledge of IT systems, networks, and service management tools.
• Excellent leadership, communication, and problem-solving skills.
• Demonstrated ability to manage multiple tasks and adapt to a fast-paced environment.

Nice-to-haves

• Help desk experience: 3 years (Preferred)
• Service Desk Manager experience: 4 years (Preferred)

Benefits

• Competitive salary
• Paid time off
• Retirement plan
• Health Insurance
• Professional development and training opportunities
• Collaborative and supportive work culture