Synergy Business Consulting, Inc. · 9 hours ago
Service Desk Manager
Broward County, FL
Contract
Onsite
Senior Level
$90K/yr - $100K/yr
5+ years expSynergy Business Consulting, Inc. is seeking a Service Desk Manager to lead Dispatch and Service Desk operations. This role involves overseeing frontline support teams to ensure high-quality service, optimizing workflows, and driving operational excellence while maintaining customer satisfaction goals.
Information Technology
Hiring Manager
Melissa Blanche (Viejo)
Responsibilities
Lead, mentor, and develop supervisors, leads, technicians, and dispatchers across multiple shifts
Build a high-performance, customer-first culture focused on accountability and service quality
Manage performance reviews, coaching, career development, and workforce coverage planning
Oversee remote, hybrid, and on-site teams to ensure operational consistency
Own and improve Service Desk SOPs, workflows, triage, escalation paths, and knowledge content
Drive SLA adherence, First Contact Resolution (FCR), backlog reduction, and ticket quality
Implement QA, ticket auditing, and root-cause analysis programs
Leverage automation and AI tools to improve efficiency and time to resolution
Ensure adherence to ITIL-based processes (Incident, Request, Problem, Change, Knowledge)
Act as a primary escalation point for high-impact or critical customer issues
Lead Major Incident response, communication, and post-incident reviews
Partner cross-functionally to identify customer risks and service improvement opportunities
Track and report KPIs including SLA performance, CSAT, FCR, backlog, and operational trends
Use data insights to drive staffing, training, process, and tooling improvements
Participate in operational reviews and QBRs
Manage ITSM tools (e.g., ConnectWise, ManageEngine) and third-party vendors
Evaluate and adopt new tools, automation, and AI solutions
Ensure accurate, up-to-date knowledge articles, runbooks, and SOPs
Promote knowledge-centered support (KCS) practices
Partner with Sales, Customer Success, Engineering, PMO, and Service Delivery teams
Support new customer onboarding with operational readiness and documentation
Contribute insights to service offerings and support maturity roadmaps
Qualification
Required
5+ years managing Service Desk, NOC, or IT support operations
3+ years managing SLAs, escalations, and high-volume support queues
4+ years hands-on experience in end-user support (M365, identity, endpoint security, remote tools)
Strong experience with ITSM platforms (ConnectWise preferred)
Proven ability to lead distributed teams and vendor partners
Strong customer-facing communication and escalation management skills
Preferred
MSP experience strongly preferred
ITIL Foundation, HDI (Manager/Team Lead), SDI, CompTIA (A+/N+/S+), M365
Company
Synergy Business Consulting, Inc.
Founded in 2001, Synergy Business Consulting, Inc, a Certified Minority Business Enterprise (MBE), providing technology staffing & management consulting solutions to Fortune 1000 clients.
51-200 employees
H1B Sponsorship
Synergy Business Consulting, Inc. 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
2020 (1)
Funding
Current Stage
Growth StageCompany data provided by crunchbase