Manager, Service Desk

$80,000 - $100,000/Yr

Quotient - Maumee, OH

Full-time - Manager

Onsite - Maumee, OH

Professional, Scientific, and Technical Services

About the position

The IT Service Desk Manager will lead the operational and strategic efforts of our IT helpdesk, ensuring exceptional service delivery and support for customers. This position focuses on optimizing helpdesk operations, achieving performance metrics, and cultivating a team culture centered on customer satisfaction and continuous improvement. By partnering with leadership and cross-departmental teams, this role aims to enhance IT support processes, align services with organizational objectives, and drive innovative solutions to meet evolving business needs.

Responsibilities

• Lead and support a team of help desk technicians (Tier 1 - 3) to meet SLAs and customer satisfaction goals.
• Cultivate a positive team culture by promoting engagement and morale-boosting initiatives.
• Train and mentor team members on company procedures, best practices, and ITIL standards to ensure consistent service quality.
• Manage ticket escalations and ensure complex issues are addressed by appropriate escalation teams.
• Conduct performance reviews, providing constructive feedback, mentorship, and coaching.
• Organize regular team meetings to discuss performance metrics, address challenges, and build team cohesion.
• Develop dashboards and reporting tools to monitor SLAs, track workload, and make data-driven adjustments.
• Address customer complaints promptly, ensuring professional and satisfactory resolutions, and act as an escalation for customer issues and complaints that may rise to the director level.

Requirements

• Bachelor's degree in Information Technology, Business Management, or a related field; or equivalent work experience within Tier 1 and 2 support.
• 2+ years in a leadership role, overseeing a helpdesk team.
• Demonstrated success in achieving and exceeding SLAs, driving customer satisfaction, and optimizing service delivery within a managed IT service environment.
• Proficiency with service desk and remote management tools, such as ServiceNow, ManageEngine ServiceDesk, ConnectWise, Datto Autotask, etc.
• Exceptional leadership, communication, and interpersonal skills, with a track record of coaching and developing high-performing teams.
• Excellent analytical skills and ability to use data to drive decisions and efficiencies.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance