Service Desk Manager

MSP Hire • Dallas, TX

1d • Hybrid

About The Position

Lead with confidence. Drive performance. Deliver exceptional service. We are seeking a proactive, results-driven Service Desk Manager to lead and elevate our service desk operation. This is an ideal opportunity for a strong leader who thrives in a fast-paced MSP environment, builds high-performing teams, and takes ownership of operational success. If you are someone who identifies problems, creates solutions, and executes without waiting for direction, this role offers the opportunity to make a significant impact.

Requirements

• Experience managing a service desk, IT support team, or strong service desk technician experience
• Strong leadership skills with the ability to coach, motivate, and hold teams accountable
• Excellent problem-solving and decision-making abilities
• Outstanding communication skills with both clients and technical teams
• Data-driven mindset with the ability to use metrics to guide operational decisions
• Must be located in or near Austin, San Antonio, or Dallas, Texas

Nice To Haves

• Familiarity with ITIL or IT service management best practices is a plus

Responsibilities

• Oversee service desk operations by monitoring ticket dashboards, managing SLA compliance, addressing escalations, and ensuring exceptional service delivery
• Lead and develop the service desk team through daily performance management, workload balancing, coaching, and ongoing professional development
• Maintain strong client relationships through proactive communication, regular service reviews, and performance reporting
• Analyze operational metrics including ticket volume, response times, MTTR, CSAT, and cost efficiency to identify trends and drive continuous improvement
• Implement and refine service desk processes, escalation workflows, and operational policies to improve efficiency and customer satisfaction
• Manage on-call scheduling, staffing capacity, and resource planning to support business growth while preventing team burnout
• Deliver strategic reports, business reviews, and operational recommendations to executive leadership
• Conduct employee performance reviews, goal-setting, and workforce planning

Benefits

• This is an opportunity to take ownership of a critical business function, shape service delivery strategy, and lead a team that directly impacts client satisfaction and business growth.

What This Job Offers

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