Service Desk Manager

Service Desk Manager

Zirrus seeks a Service Desk Manager to lead its managed services desk, strengthen client relationships, develop technical staff, and improve performance against operational and service-level goals. The role combines people leadership, service delivery, reporting, process improvement, and technical coordination.

• Team leadership and development: The manager coaches and mentors employees, conducts regular one-on-ones and performance evaluations, creates career and training plans, and builds a culture of accountability, ownership, teamwork, and customer service.

• Service desk operations: Responsibilities include managing daily operations, ensuring tickets are triaged and resolved according to standards, maintaining staffing and on-call schedules, improving workflows, and overseeing documentation and knowledge-base quality.

• Metrics and client experience:The manager develops and presents metrics covering service-level compliance, response and resolution times, backlog, escalations, customer satisfaction, technician utilization, recurring issues, and trends, using BrightGauge dashboards and reports. The role also includes client relationship management, business reviews, escalation calls, and proactive handling of concerns.

• Qualifications and first-year goals: Candidates need at least 5 years of Service Desk leadership experience, 3 years in a managed service provider environment, technical team leadership, KPI and training experience, strong communication, and customer service skills. Preferred experience includes ConnectWise Manage, BrightGauge, Five9, ITIL, Microsoft certifications, project management, and 24x7 support. First-year measures focus on improving service-level compliance, reducing backlog and aging, increasing productivity and satisfaction, establishing development plans, and presenting monthly operational reviews.

Responsibilities

• Bring leadership, operational management, KPI and reporting, client relations and process improvement.
• Oversee incident, request, and escalation management to ensure timely resolution and strong communication.
• Monitor service levels, analyze performance metrics, and identify opportunities for improvement.
• Develop and maintain support processes, documentation, and knowledge base content.
• Partner with IT and business stakeholders to resolve issues, improve workflows, and enhance user experience.
• Manage scheduling, workload distribution, and staffing needs to support operational goals.
• Ensure accurate tracking and reporting of tickets, trends, and recurring issues.
• Support training, onboarding, and ongoing development for team members.
• Contribute to service improvement initiatives and recommend tools, processes, and best practices.

Qualifications

• Minimum of 5 years of experience leading or supervising a service desk, help desk, or technical support team with 3 years in a managed service provider environment.
• Strong understanding of incident management, service request handling, and customer support best practices.
• Excellent communication, leadership, and problem-solving skills.
• Ability to prioritize competing demands and maintain a calm, professional approach in a fast-paced environment.
• Experience using ticketing systems, reporting tools, and knowledge management platforms.
• Demonstrated ability to work collaboratively with technical and non-technical stakeholders.
• Familiarity with IT service management frameworks and continuous improvement methods is preferred.

What We Offer

• Competitive Pay with Excellent Benefit package
• A collaborative environment focused on service excellence and continuous learning.
• The opportunity to shape support processes and influence user satisfaction.
• Professional growth and development opportunities.
• A team-oriented workplace that values accountability, communication, and innovation.

If you are passionate about leading teams, improving service delivery, and helping others succeed, we encourage you to apply.