Service Desk Manager

Culture Fits • Richardson, TX

2d

About The Position

We are seeking a high-impact Service Desk Manager to lead and evolve our service delivery function within a fast-paced MSP environment. This individual will not only manage day-to-day operations but will serve as a strategic leader , balancing priorities, driving accountability, and ensuring alignment across technical teams, finance, and executive leadership. This role requires someone who can make critical tradeoff decisions , communicate effectively across departments, and maintain operational excellence while supporting growth.

Requirements

• 5+ years of experience in an MSP or IT services environment
• Proven leadership experience managing service desk or support teams
• Strong understanding of: Ticketing systems (ConnectWise, Autotask, Halo, etc.) Service delivery metrics (SLA, CSAT, backlog, utilization)
• Experience with budgeting, vendor management, and operational planning
• Decision-Making: Ability to prioritize and make tradeoffs under pressure
• Leadership: Builds high-performing, accountable teams
• Communication: Translates technical challenges into business outcomes
• Execution: Drives initiatives forward and ensures completion
• Business Acumen: Understands financial impact of service delivery decisions

Responsibilities

• Lead, mentor, and develop Service Desk team members, fostering a culture of accountability, ownership, and continuous improvement
• Establish clear priorities across tickets, projects, and escalations to ensure optimal service delivery
• Make informed tradeoff decisions between speed, quality, and resource allocation
• Plan and manage department budgets , including tools, staffing, and operational costs
• Oversee vendor renewals and contract management , ensuring cost-effectiveness and alignment with business needs
• Evaluate tools and services to ensure ROI and operational efficiency
• Manage relationships with key vendors and third-party providers
• Identify operational and technical risks within the service desk and broader environment
• Implement mitigation strategies to ensure service continuity and security
• Translate technical priorities into business-level insights for: Finance Operations Executive leadership
• Clearly communicate tradeoffs, risks, and impacts to support informed decision-making
• Act as the bridge between technical teams and business stakeholders
• Coordinate internal IT initiatives and service improvements
• Ensure timelines are maintained and teams remain aligned on deliverables
• Hold teams accountable for execution and follow-through

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1-10 employees