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IT Service Desk Manager (MSP)
$110,000 - $120,000/Yr
Bowman Williams - Katy, TX
posted about 2 months ago
Full-time - Mid Level
Katy, TX
Professional, Scientific, and Technical Services
About the position
The IT Service Desk Manager (MSP) is responsible for overseeing a team of IT professionals in a managed service provider environment. This role focuses on delivering exceptional client service, managing service desk operations, and ensuring high standards of technical support. The manager will lead a team of approximately fifteen technicians, ensuring effective service delivery and client satisfaction while fostering a positive team culture.
Responsibilities
- Ensure excellent service by each tech with each client that meets or exceeds client expectations.
- Manage daily operations and delivery of effective IT services and support.
- Oversee service coordinator tasks, prioritizing and addressing escalations and emergencies.
- Manage service team, tickets, and Account Manager meetings regarding client satisfaction and business trends.
- Coordinate with Project Manager for onboarding new clients and determining service/project status.
- Provide on-call leadership during evenings, holidays, or weekends for critical client needs.
- Ensure accurate tracking of tech schedules, client work, service calls, and related documentation.
- Provide accurate reports and metrics to executive management with KPIs and CSAT.
- Lead IT professionals, providing guidance, coaching, training, mentorship, and support.
Requirements
- Proven experience managing a service desk team in a managed service provider environment.
- Strong understanding of IT infrastructure and networking.
- Proficiency in ITSM tools and software such as ConnectWise and Autotask.
- Familiarity with cloud services (e.g., AWS, Azure) and virtualization.
- Knowledge of Meraki, Cisco, Microsoft, and Dell technologies.
- Excellent judgment for problem-solving and decision-making.
- Strong written and verbal communication skills.
Nice-to-haves
- Experience with client relationship management.
- Certifications in relevant IT fields.
Benefits
- Health, Dental, Vision, and Life Insurance
- Short-Term and Long-Term Disability
- Hybrid Work From Home (1-2 days per week)
- Flexible Spending Account
- 401(k) with company match
- 20 days PTO + Paid Holidays
- Certification Reimbursement
- Mileage Reimbursement
