MSP Service Desk Manager (Technical Operations Manager)

Job description

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 issues. - Coordinate with other IT teams to resolve systemic issues and improve overall service delivery. - Create, update, and maintain detailed documentation for all client environments and troubleshooting procedures. Client Relationship Management: - Build and mainta...