MSP Service Desk Manager (Technical Operations Manager)

Summary:
We are seeking a dedicated and experienced Managed IT Services (MSP) Service Desk Manager to oversee our service desk operations for the small to medium-sized businesses (SMBs) we support from a team of MSP technicians. The ideal candidate will have a strong background in IT service management, exceptional leadership skills, and a customer-centric approach to ensure the delivery of high-quality IT support services.

Responsibilities:
Service Desk Management

• Oversee the daily operations of the service desk, ensuring efficient and effective support for SMB clients.


• Manage and mentor service desk staff, including performance evaluations, training, and career development.


• Monitor service desk metrics and KPIs to ensure service level agreements (SLAs) are met.


• Develop and implement service desk policies, procedures, and best practices.


• Handle escalations and ensure timely resolution of complex technical issu...