Position Overview
We are seeking a high-impact Service Desk Manager to lead and evolve our service delivery function within a fast-paced MSP environment. This individual will not only manage day-to-day operations but will serve as a strategic leader, balancing priorities, driving accountability, and ensuring alignment across technical teams, finance, and executive leadership.
This role requires someone who can make critical tradeoff decisions, communicate effectively across departments, and maintain operational excellence while supporting growth.
Key Responsibilities
Leadership & Operational Excellence
- Lead, mentor, and develop Service Desk team members, fostering a culture of accountability, ownership, and continuous improvement
- Establish clear priorities across tickets, projects, and escalations to ensure optimal service delivery
- Make informed tradeoff decisions between speed, quality, and resource allocation
Strategic Planning & Financial Alignment
- Plan and manage department budgets, including tools, staffing, and operational costs
- Oversee vendor renewals and contract management, ensuring cost-effectiveness and alignment with business needs
- Evaluate tools and services to ensure ROI and operational efficiency
Vendor & Risk Management
- Manage relationships with key vendors and third-party providers
- Identify operational and technical risks within the service desk and broader environment
- Implement mitigation strategies to ensure service continuity and security
Cross-Functional Communication
- Translate technical priorities into business-level insights
for:
- Finance
- Operations
- Executive leadership
- Clearly communicate tradeoffs, risks, and impacts to support informed decision-making
- Act as the bridge between technical teams and business stakeholders
Project & Initiative Coordination
- Coordinate internal IT initiatives and service improvements
- Ensure timelines are maintained and teams remain aligned on deliverables
- Hold teams accountable for execution and follow-through
Qualifications
- 5+ years of experience in an MSP or IT services environment
- Proven leadership experience managing service desk or support teams
- Strong understanding of:
- Ticketing systems (ConnectWise, Autotask, Halo, etc.)
- Service delivery metrics (SLA, CSAT, backlog, utilization)
- Experience with budgeting, vendor management, and operational planning
Core Competencies
- Decision-Making: Ability to prioritize and make tradeoffs under pressure
- Leadership: Builds high-performing, accountable teams
- Communication: Translates technical challenges into business outcomes
- Execution: Drives initiatives forward and ensures completion
- Business Acumen: Understands financial impact of service delivery decisions
What Success Looks Like
- Improved SLA performance and reduced backlog
- Strong team accountability and morale
- Clear alignment between IT, finance, and operations
- Efficient vendor management and cost control
- Consistent execution of initiatives and projects
Ideal Candidate Profile
This individual is not just a manager—they are an operator and leader who:
- Thinks like an owner
- Communicates like an executive
- Executes like a project manager
- Leads like a coach
