Service Desk Manager

KiZAN • West Chester, PA

1d • Onsite

About The Position

The Service Desk Manager leads KiZAN’s front-line support organization with primary accountability for people leadership, service performance, and data-driven improvement. This role develops Tier I and Tier II engineers, maintains healthy ticket flow and service levels, and uses operational data to identify trends, risks, and coaching opportunities. A strong technical background is required to understand ticket quality, assess troubleshooting progress, and ensure issues are escalated to the right technical resources.

Requirements

• 5+ years of IT Service Management or Managed Services experience, including 2+ years in a people leadership role.
• Demonstrated success coaching technical teams, managing performance, building accountability, and maintaining a consistent management cadence.
• Demonstrated experience independently managing Service Desk operations and driving measurable service improvements.
• Experience leading recurring operational reviews and communicating performance, risks, and recommendations to senior leadership.
• Experience identifying staffing, capacity, and skill gaps using operational data.
• Ability to translate technical and operational information into clear business impact and action plans.
• Working knowledge of Microsoft 365, Azure, Active Directory / Entra ID, and Intune sufficient to understand issues and support escalation decisions.
• Experience with PSA, reporting, and documentation platforms such as ConnectWise Manage, BrightGauge, and IT Glue.
• Working knowledge of ITIL, incident management, SLA tracking, and service escalation processes, with strong communication and conflict-resolution skills.

Nice To Haves

• ITIL certification or formal IT Service Management training.
• Experience managing a Service Desk within a Managed Services Provider environment.
• Experience with ConnectWise Manage, BrightGauge, and IT Glue.
• Experience presenting operational performance, risks, and recommendations to leadership.
• Experience with workforce planning, capacity management, and technical career development.

Responsibilities

• Establish and maintain a consistent management cadence, including regular one-on-ones, team communication, coaching, feedback, career development, and follow-through on commitments.
• Own daily Service Desk performance, including contractual Response SLA and internal SLO results, CSAT, queue health, backlog and ticket aging, scheduling, staffing coverage, workload balance, and recurring operational issues.
• Lead recurring Service Desk performance reviews using ConnectWise, BrightGauge, and related reporting tools; document owners, action items, timelines, and follow-through.
• Translate operational data into clear recommendations regarding service risk, capacity, staffing, and continuous-improvement priorities.
• Provide leadership oversight for complex or sensitive issues, ensuring tickets are properly triaged, documented, escalated, and assigned.
• Use technical knowledge to evaluate troubleshooting progress and escalation quality without serving as the primary Tier III resolver.
• Partner with CSMs, Escalation Engineers, and consulting/project teams to maintain smooth handoffs and consistent client communication.
• Identify recurring service issues and lead measurable improvements in ticket flow, documentation quality, escalation consistency, backlog health, and client experience.
• Identify capacity, coverage, and skill gaps and recommend staffing, training, cross-training, or process changes to address operational risk.
• Support client and engineer onboarding and maintain SOPs, runbooks, documentation standards, quality reviews, training, and knowledge sharing.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Employer-sponsored 401(k) with company contributions.
• Company-paid life insurance and disability coverage.
• Ample vacation, 8 paid holidays, and a floating holiday.
• Access to cutting-edge technologies, certifications, and career development through Microsoft partnerships.

What This Job Offers

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