SWC Technology Partners

MSP Service Desk Manager

MSP Service Desk Manager

Job Location 
US-IL-Oak Brook
Status 
Exempt
Type 
Regular Full-Time

Overview

SWC Technology Partners is seeking an experienced, highly customer service oriented MSP Service Desk Manager to help lead our Managed Services Team. This position requires a proven track record of exceptional customer service skills with a passion to motivate and grow a team. This individual will be responsible for managing and leading a high performance team with custom SLAs.

 

This individual will be the primary interface and front line leader managing the service desk.  These activities include: maintaining service level agreements (SLAs), service delivery, incident, problem and change management (ITIL), metrics and reporting, service desk ticketing, tool selection and adoption.  This position reports to the Delivery Manager.

Responsibilities

  • Lead, coach and manage teams on a daily basis to improve customer service, efficiency and technical aptitude
  • Maintain day to day service desk operations; accountable for overall adherence of defined SLAs and ensure team commitment of outlined key performance indicators (KPIs)
  • Motivate, coach, train and mentor team members
  • Contiually improve best practices and service desk processes to provide exceptional customer service and deliverables
  • Provide team leadership establishing internal procedures, ticketing, and escalation standards to ensure prompt resolution to incidents and service requests
  • Lead staff, including recruitment, supervision, assignments, and career development

Qualifications

  • Bachelor’s degree in business or related field from an accredited university - preferred
  • 4-6 years of Service, Help Desk or Operations Management experience required
  • Experience leading teams that support medium-sized Microsoft environments
  • Experience configuring Professional Services Automation (PSA) tools or ticketing platforms such as ConnectWise, Autotask, ServiceNow, etc. is required
  • Prior experience working in a Managed Service Provider (MSP) is a plus
  • ITIL experience along with implementing and working with Call Center Solutions is a plus
  • Experience using Remote Monitoring and Management tools (RMM) such as N-able by Solarwinds, Kaseya, LabTech, etc. is a plus
  • Ability to work in a fast-paced, and at times high-pressure consulting environment
  • Out of state candidates welcome, relocation assistance available
  • Must have legal authorization to work in the U.S. for any employer

Perks of working at SWC:

  • Bragging rights – Check out our Awards!
  • Career development – formal mentorship programs with assigned career advocate to assist with your training and growth
  • Comprehensive health and dental plans starting on Day One
  • SWC pays for technical certifications
  • Flex time schedule
  • Free onsite gym, quarterly massages, yoga classes and fun group competitions and outings! 

SWC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, gender transition, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.

 

Keywords:  Help Desk, Service Desk, Managed Service Desk, Management, ITIL, SLAs, Call Center Solutions, Remote Monitoring and Management Tools, RMM, PSA, MSP, KPI, Call Center, Customer Service Manager, End User Support Manager, Operations Manager, NOC Manager