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. • 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.