Service Desk Manager at Lyra Technology Group

Lyra Technology Group is seeking a Service Desk Manager for one of their operating companies, UIS Technology Partners. As the Service Desk Manager at UIS, you are tasked with leading a team of IT support engineers to deliver high-quality technical support, guarantee client satisfaction, and uphold the performance of the technical service department.

About Lyra...

Lyra Technology Group is a Private Equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

We made our first acquisition at the beginning of 2018. Today, we hold a controlling stake in 30 companies across the Northeast, Midwest, and Eastern Canada. Our companies employ over 500 team members, each led by its own management team.

About UIS Technology Partners…

UIS Technology Partners focuses on supporting nonprofits, aiming to align IT with our client's missions. We know that our customers expect their technology to work like electricity; when you flip the switch it just works. You don’t need to know how it works; it just does. When it doesn’t work, you want someone to fix it immediately. It is our mission to provide the support needed to fulfill our client's mission. We provide world-class IT support, cybersecurity, cloud services, and strategic IT planning tailored specifically for nonprofits.

Your work as a Service Desk Manager will includes several components:

Your responsibility includes managing team productivity, facilitating professional growth, and resolving escalations quickly. Responsibilities include managing service and project tickets within the service management system, adhering to Service Level Agreements, and verifying timely updates and resolution of tickets. You will ensure your team is equipped with the necessary skills and tools for success.

You will also collaborate with various internal teams and client stakeholders to maintain service excellence and address any service delivery challenges. Coordinating with senior management and interfacing with customers, you will drive continuous service improvement and uphold the company’s commitment to top-tier IT support.

Other responsibilities include:

• Manage a team of 5-10 IT Support Technicians, ensuring a focus on best practices and quality service delivery.

Coach and develop IT Support Engineers and Technicians through performance reviews and career development programs.

Ensure adherence to time-tracking standards and manage staff scheduling in alignment with client contracts.

Foster a culture of teamwork and integrity, embodying the company's core values and promoting leadership throughout the organization.

Oversee the IT support ticket system and ensure that all client issues are managed to satisfaction.

Collaborate with company leadership to leverage technology for growth and service enhancement.

Maintain client relationships with a focus on retention and satisfaction, conducting regular satisfaction surveys.

Define and implement technical solutions, process standards, and best practices for superior service delivery.

Our ideal Service Desk Manager has the following qualifications:

• BA or BS degree or equivalent combination of relevant education and experience

5+ years of work experience in technology, people management, technology consulting, and multiple operating systems network engineering/administration experience

Minimum 5 years of experience in IT roles such as Network Administrator, Systems Administrator, or IT Consultant.

Demonstrated management and leadership skills, with experience managing dispersed and/or remote teams.

Strong decision-making, coaching, and leadership skills with a proven dedication to continuous improvement.

Excellent verbal and written communication skills, with the ability to guide clients through technical issues and manage multiple priorities.

Exceptional organizational and time management skills are essential for success in this role.

A strong commitment to customer service is required, along with the initiative and the ability to see projects through to completion.

If this seems like an opportunity that is appealing to you, let’s have a conversation.