Service Desk Manager

Forward Slash Technology•Des Peres, MO

1d•Onsite

About The Position

Forward Slash Technology is a St. Louis-based provider of Cyber Security, Managed Services, and Information Technology solutions. The Service Desk Manager is responsible for overseeing the daily operations of the service desk, ensuring high-quality technical support and exceptional customer service for clients. This role leads a team of support technicians, manages service delivery performance, and ensures adherence to SLAs. The Service Desk Manager plays a critical role in maintaining client satisfaction, optimizing support processes, and driving continuous improvement in a fast-paced MSP environment.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
Minimum seven (7) years of Progressive IT support and service delivery experience.
Minimum three (3) years of leadership experience managing technical support teams.
Minimum three (3) years of experience within a Managed Services Provider (MSP) environment.
Strong technical knowledge of Microsoft environments, networking, cloud platforms, cybersecurity principles, and end-user support.
Experience managing service delivery against defined SLAs and operational KPIs.
Experience with PSA platforms, RMM tools, and service management frameworks.

Nice To Haves

Relevant certifications (e.g., ITIL, CompTIA A+/Network+, Microsoft, or similar)
ITIL Foundation Certification or higher.
ConnectWise Certifications.
CompTIA Security+.
Microsoft Certifications.
Project Management Professional (PMP).
Experience participating in client-facing executive reviews and strategic planning discussions.

Responsibilities

Oversee day-to-day operations of the service desk (headquarters and remote offices), ensuring timely and effective resolution of client issues
Monitor ticket queues, escalation paths, and workload distribution to meet SLA commitments
Ensure consistent delivery of high-quality technical support across all clients
Act as the primary escalation point for complex or high-priority issues
Own the overall performance, quality, and client experience of the Service Desk organization.
Ensure service delivery aligns with company objectives, contractual commitments, and client expectations.
Monitor technician utilization, service delivery efficiency, and resource allocation to maximize operational effectiveness.
Foster a positive, accountable, and customer-focused team culture
Manage staffing levels, scheduling, and resource allocation
Establish performance goals and career development plans for all Service Desk personnel.
Develop future technical leaders through mentoring, coaching, and succession planning.
Promote accountability, collaboration, and a culture of operational excellence.
Track and report on key service desk KPIs (response time, resolution time, SLA compliance, CSAT)
Drive continuous improvement initiatives to enhance service efficiency and quality
Ensure proper documentation of processes, resolutions, and knowledge base articles
Monitor and manage technician utilization, productivity, and operational efficiency metrics.
Identify recurring issues and implement root cause analysis methodologies to reduce ticket volume and improve service quality.
Develop and maintain dashboards and reporting metrics for executive leadership review.
Partner with Account Management and Executive Leadership to maintain strong client relationships.
Participate in Quarterly Business Reviews (QBRs) and client service review meetings as required.
Identify at-risk clients and develop corrective action plans to improve client satisfaction and retention.
Serve as an escalation point for service-related concerns and client communications.
Implement and maintain ITIL-based service management best practices.
Ensure effective utilization of PSA, RMM, documentation, and automation platforms.
Drive automation initiatives that reduce ticket volume, improve response times, and increase technician efficiency.
Develop, document, and continuously improve operational workflows, escalation procedures, and standard operating procedures.
Establish and maintain a robust knowledge management program.
Contribute to strategic planning initiatives related to managed services growth and scalability.
Provide recommendations regarding staffing, service offerings, technology standards, and operational improvements.
Support budgeting and forecasting activities related to service delivery operations.
Collaborate with leadership on long-term operational planning and continuous service improvement initiatives.
Work closely with NOC, Engineering, and Project teams to resolve issues and support client environments
Assist in onboarding new clients, ensuring smooth transitions to support services
Provide input on service improvements, tooling, and technology standards