Service Desk Manager

As a Service Desk Manager, you will be at the heart of the operation, leading, mentoring, and developing a team of 3 Service Desk Engineers, ensuring the delivery of prompt and effective issue resolution for clients.

Key Responsibilities:

1. Oversee the daily operations of the service desk team.
2. Lead, mentor, and develop a team of Service Desk Engineers.
3. Implement and refine service desk best practices to guarantee timely resolution of client issues.
4. Serve as the primary point of contact for clients regarding service desk operations, escalations, and service delivery concerns.
5. Maintain an in-depth understanding of clients' needs and provide client feedback to support the development and enhancement of services.
6. Coordinate with clients and internal team to ensure timely delivery and quality of services.
7. Perform hands-on troubleshooting and issue resolution when necessary.
8. Implement and manage various technologies for clients such as Azure AD, Zerto/Veeam/Disaster Recovery, M365 Backup Systems and other small business integrations
9. Proven experience in managing a service desk in a fast-paced environment.
10. Familiarity with PSA systems such as Autotask or Connectwise.
11. Strong understanding of Microsoft MFA, DUO, Mimecast, SOPHOS, Threatlocker, Datto RMM/LogMeIn Microsoft 365, Virtualization/ESXi, Backup systems, Antivirus/MDR Systems, etc.
12. Excellent leadership and team development skills.
13. Outstanding client service and relationship building skills
14. Experience in managing service delivery for high-value, professional clientele.
15. Strong technical and problem-solving skills.
16. Excellent communication and presentation skills.
17. Strong organizational and multitasking abilities.

This role represents an exceptional opportunity for a skilled Service Desk Manager to join a robust team, develop a service desk function, and help drive service delivery excellence.