Manager, Enterprise Service Desk

• Lead a large team of technicians and drive their development
• Develop and implement strategies to optimize service delivery across the customer experience
• Manage team members through hiring, training, performance appraisals, incentives, and disciplinary actions
• Conduct one-on-one meetings, development planning, team meetings, and performance reviews
• Produce and present operational reporting and service reviews on SLA/SLO performance, volumes, and trends
• Plan capacity, shift coverage, demand forecasting, and staffing for a 24/7 service desk
• Own ITIL process adherence and knowledge management
• Implement and oversee training and development programs
• Monitor KPIs including customer satisfaction, response/resolution times, and first-call resolution
• Drive first-contact resolution and quality assurance through call/ticket audits and coaching
• Manage schedules and allocate resources
• Ensure adherence to SLAs
• Collaborate with IT departments to resolve complex issues
• Gather client feedback, identify improvement opportunities, and help grow relationships
• Evaluate and implement technologies and processes to improve service delivery

• 5 years of supervisory/managerial experience in an MSP environment
• Excellent verbal and written communication skills
• Strong coaching skills and a focus on continuous improvement
• ServiceNow ITSM platform experience
• ITIL Certification
• Incident, request, problem, change and major incident management experience
• A bachelor’s degree or equivalent in Computer Science, Information Systems, or related field
• Strong technical background
• Excellent analytical and problem-solving skills
• Willingness to work 1st, 2nd, or 3rd shift in a 24/7 support environment
• Ability to work under pressure

• Performance incentives
• Remote work arrangement