TeamLogic IT ยท 2 months ago
MSP Service Desk Manager (Technical Operations Manager)
Stuart, FL
Full-time
Onsite
Senior Level
5+ years expTeamLogic IT is seeking a dedicated and experienced Managed IT Services (MSP) Service Desk Manager to oversee their service desk operations for small to medium-sized businesses. The ideal candidate will manage the service desk staff, ensure high-quality IT support services, and maintain strong relationships with clients.
Information ServicesInformation Technology
Responsibilities
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
Build and maintain strong relationships with our SMB clients, understanding their IT needs and business objectives
Regularly communicate with clients to provide updates on service desk performance, project status, and other relevant information
Conduct periodic reviews with clients to assess satisfaction and identify areas for improvement
Stay up-to-date with the latest IT trends, technologies, and best practices relevant to SMBs
Provide technical guidance and support to service desk staff as needed
Service desk escalation management and ticket triage
Ensure the service desk team is equipped with the necessary tools and knowledge to support a wide range of IT environments
Identify opportunities for process improvements and implement changes to enhance service delivery
Analyze service desk performance data to identify trends and recommend corrective actions
Develop and deliver training programs to enhance the skills and knowledge of service desk staff
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or a related field
Minimum of 5 years of experience in IT service management, with at least 3 years in a supervisory or managerial role
Strong knowledge of ITIL framework and best practices
Excellent leadership, communication, and interpersonal skills
Ability to manage multiple priorities and work under pressure
Experience with service desk software and tools
Preferred
Certifications such as ITIL, CompTIA A+, or Microsoft Certified Professional (MCP) are preferred
Experience with Remote Monitoring and Management (RMM) tools: Familiarity with RMM tools like NinjaRMM or similar platforms
Experience with Ticketing Systems: Knowledge of ticketing systems such as Autotask PSA, ServiceNow, Zendesk, or similar
Documentation Tools: Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint)
Experience with Cloud Services: Understanding of cloud platforms such as AWS, Azure, or Google Cloud
Benefits
Competitive salary and performance-based bonuses
Comprehensive health, dental, and vision insurance
Retirement savings plan with company match
Paid time off and holidays
Professional development and certification reimbursement
Opportunities for career advancement
Company
TeamLogic IT
TeamLogic IT provides IT service, support, project consultation and account management for businesses.
1001-5000 employees
H1B Sponsorship
TeamLogic IT has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
Funding
Current Stage
Late StageLeadership Team
Charu Mungale
CEO
David Hardy
Chief Executive Officer
Recent News
Company data provided by crunchbase