Service Desk Manager

S. J. Rollins Technologies•Bangor, ME

1d•$105,000 - $145,000

About The Position

The Service Desk Manager provides hands-on leadership, technical escalation, and quality oversight for the Technical Support Team, which includes Technical Support Specialists, Senior Technical Support Specialists, and Junior System Administrators. Working alongside the Technical Support Team Coordinator, the Manager focuses on technical quality, problem solving, coaching, and developing people; the Coordinator focuses on scheduling, dispatch, attendance, and preventative maintenance tracking. The Manager leads visibly from the support floor, helping technicians work through difficult issues, reviewing their work, and ensuring solutions are complete and meet S. J. Rollins standards. The role is the team’s first technical escalation point and is responsible for coaching technicians to identify root causes, reinforcing company standards and culture, conducting reviews, preparing employees for advancement, and reducing escalations to the Systems Administration Team and leadership. The position serves as a primary leader for a team of approximately 20 Technical Support Specialists, Senior Technical Support Specialists, and Junior System Administrators. It also involves monitoring team performance, addressing quality and process issues, partnering on ticket assignment and staffing, and collaborating with the Coordinator, Systems Administration Team, Client Services, HR, and leadership.

Requirements

Meet or exceed the responsibilities and expectations of a Systems Administrator at S. J. Rollins.
Working understanding of how Technical Support Specialists, Senior Technical Support Specialists, and Junior System Administrators deliver client support, including ticketing workflow, dispatch, and escalation paths.
Technical depth to troubleshoot and resolve escalated issues across endpoints, servers, networking, Microsoft 365 and cloud services, security tools, and line-of-business applications.
Strong root cause analysis skills and ability to determine whether solutions are complete and meet S. J. Rollins standards.
Demonstrated ability to lead and coach early- and mid-career technical staff in a way that builds independence.
Ability to set clear expectations, communicate regularly with team members, and follow through on commitments and accountability.
Ability to conduct fair, timely reviews and performance conversations and address performance and disciplinary issues within allowed guidelines.
Ability to interpret team KPIs, including billable hours, response time, resolution time, reopened tickets, and escalations, and identify patterns indicating skill, process, or quality problems.
Clear communication with technicians, the Coordinator, the Systems Administration Team, Client Services, and leadership.
Sound judgment about when to coach, intervene, or escalate.
Reliability, dependability, professionalism, and punctuality.
Passion for learning and commitment to personal and career development, including staying technically current.

Responsibilities

Lead, coach, and develop the Technical Support Team alongside the Technical Support Team Coordinator.
Serve as the team’s first technical escalation point; resolve difficult tickets, address root causes, and escalate issues beyond the team’s scope with a clear problem statement.
Spend a significant part of each day on the support floor checking work in progress, helping technicians solve problems, and catching issues before they become client escalations.
Regularly review tickets and resolutions to ensure solutions are complete, documented, and aligned with S. J. Rollins standards; provide specific feedback.
Identify recurring issues and process friction and drive fixes through documentation, training, or routing issues to the Systems Administration Team and leadership.
Partner with the Coordinator on ticket assignment so complex or sensitive requests are assigned to technicians with appropriate skills.
Model and enforce S. J. Rollins culture and address behavior inconsistent with “The S. J. Rollins Way.”
Hold regular conversations with team members, recognize strong performance, and address underperformance promptly and fairly.
Complete annual reviews and manage disciplinary actions within allowed guidelines in partnership with the Coordinator and HR.
Create development plans, mentor less experienced technicians, lead knowledge sharing, and prepare technicians for advancement toward Senior Technical Support Specialist and Systems Administrator roles.
Monitor team KPIs with the Coordinator, intervene early when trends worsen, and keep leadership informed about team health, quality, and client-impacting risks.
Support interviewing, hiring, onboarding, and backfill planning in partnership with HR and leadership.
Adhere to Employee Handbook policies and procedures; demonstrate reliability, dependability, and professionalism.
Embody and promote “The S. J. Rollins Way,” lead with a servant attitude, and prioritize teammate success and client outcomes.
Coach before taking over; when stepping in to resolve an issue, debrief the technician so they can handle it next time.
Prioritize quality solutions over closing tickets quickly and measure success through team health, quality, KPIs, fewer escalations and reopened tickets, staff development, and reduced escalation load.
Work as one leadership team with the Coordinator, attend work and meetings on time, and participate in regular team and company meetings.
Take responsibility for personal and career development, including staying technically current.