IT Service Desk Manager (System Engineer - MSP)

Role Description

This is a full-time remote role for a Service Desk Manager. The Service Desk Manager will be responsible for managing the service desk team and providing technical support to internal and external customers. The Service Desk Manager will also oversee IT service management and help desk support. The person in this role should have a penchant for improving Service Desk Operations, Processes and help the company follow industry best practices, meet compliance requirements, and build a team that delivers the best IT experience.

Qualifications:

- Experience in Service Desk Management and IT Service Management A minimum of 5 years of responsible leadership experience in management or supervisory positions.

- Minimum of 15 years of experience in IT environments.

- Managed Services Experience is a must.

- Strong technical support, help desk, and troubleshooting skills

- Experience managing a team of technical support professionals.

- Excellent communication and interpersonal skills

- Security Mindset

- Bachelors degree in information technology or related field; CompTIA A+ Certifications in ITIL, CISCO, and Microsoft Certified Systems Engineer (MCSE), AWS and Azure are a plus

Technical Skills Required:

- Hands-on experience with Hypervisors, M365, Azure, AWS, Microsoft Server, MS SQL, MS Exchange, Remote Desktop Environments, Network Firewalls, VoIP, Wireless Controllers, Layer 3 switches, Identity Management (Entra ID, OKTA), Technical Scope of Work Preparation, Connectwise, Connectwise Automate, RMM and other MSP tools suche us IT glue

- Supervise and Manage Service Desk

- Supervise a minimum of 6- 8 full-time technical department team members.

- Manage technical department budgets according to company goals by spend more than 50% of all working hours managing, leading, coaching, training and promoting the operations of the technical department team.

- Exercise discretion and independent judgment in all aspects of technical department operations, including staffing decisions (hiring, firing, discipline, recommendation) and overseeing the budget and financial performances of the department.

- Works under minimal supervision or a supervision as needed basis.

- Regular performance of office or non-manual work directly related to management policies or general business operations of the company and its clients.

- Manage Service Desk operations and provide supervision and guidance to the teams they are overseeing.

- Managing delegation of to ensure that tickets are assigned to engineers based on their abilities.

- Act as the first escalation point and assist engineers with technical challenges, including effectively listening to, understanding, and clarifying the concerns and issues raised by subordinates and clients.

- Manage Proactive Services operations and provide guidance and coordinate with the Proactive Services Supervisor to make sure Centralized/Proactive division is running smoothly and effectively