<p>Apply</p> <p>Job Type</p> <p>Full-time</p> <p>Description</p> <p>The Service Desk Manager is responsible for the operational performance of the 24x7 Service Desk, ensuring efficient ticket intake, triage, routing, and resolution of Tier I and defined Tier II support. This role is accountable for queue health, SLA performance, alert response, and customer experience, while partnering with Managed Services Engineering (MSE), Critical Infrastructure Operations (CI-Ops), and Lunavi Cloud Platform (LCP) teams for escalation and resolution.</p> <p>The Service Desk Manager ensures that support operations are consistent, scalable, and aligned to service delivery standards across all managed services.</p> <p>This position reports to the Director of Managed Services and Engineering.</p> <p>Relocation may be eligible for the right candidate.</p> <p>Service Ownership Alignment</p> <p>Service Desk:</p> <ul> <li>Ticket intake, triage, and routing </li><li>Alert response and initial investigation </li><li>Tier I and defined Tier II resolution </li></ul> <p>Managed Services Engineering (MSE):</p> <ul> <li>Azure managed services and escalated workload support </li></ul> <p>Lunavi Cloud Platform (LCP):</p> <ul> <li>Platform infrastructure (VMware, storage, etc.) </li></ul> <p>Critical Infrastructure Operations (CI-Ops):</p> <ul> <li>Datacenter activities </li></ul> <p>Primary Role and Responsibilities</p> <p>Operational Leadership:</p> <ul> <li>Provide daily leadership and direction for 24x7 Service Desk operations </li><li>Manage staffing, scheduling, and workload distribution across all shifts </li><li>Ensure consistent execution of support processes and standards </li></ul> <p>Queue & Ticket Management (CRITICAL FUNCTION):</p> <ul> <li>Own overall queue health, including: </li><li>Unassigned tickets </li><li>Ticket backlog and aging </li><li>Routing accuracy and ticket classification </li><li>Ensure proper ticket ownership, updates, and closure quality </li><li>Establish and enforce first-response standards </li></ul> <p>Alert & Monitoring Operations:</p> <ul> <li>Own Service Desk response to monitoring and alerting systems </li><li>Ensure alerts are: Triaged and validated, and resolved or escalated appropriately </li><li>Partner with MSE, CI-Ops and LCP to reduce alert noise and improve signal quality </li></ul> <p>Escalation & Cross-Team Coordination:</p> <ul> <li>Ensure proper escalation discipline between Service Desk, MSE, CI-Ops, and LCP </li><li>Identify recurring issues and escalate trends for resolution </li><li>Collaborate with engineering teams to improve service delivery workflows </li></ul> <p>Process & Continuous Improvement:</p> <ul> <li>Develop and maintain runbooks, workflows, and documentation </li><li>Identify opportunities to reduce manual work and improve efficiency </li><li>Drive standardization across support processes </li></ul> <p>Training & Team Development:</p> <ul> <li>Develop onboarding and training programs for Service Desk staff </li><li>Ensure team members are trained on tools, processes, and runbooks </li><li>Create development plans aligned to career growth (Sys Admin ? Engineer) </li></ul> <p>Performance Management & Reporting:</p> <ul> <li>Establish and maintain operational KPIs, including: SLA adherence; first response time; ticket backlog and aging; routing accuracy; alert volume and repeat incidents </li><li>Provide regular reporting to leadership with insights and improvement recommendations </li><li>Manage performance reviews, coaching, hiring, and disciplinary actions </li></ul> <p>Customer Experience:</p> <ul> <li>Ensure high-quality communication and customer updates </li><li>Drive consistent service delivery aligned to SLA expectations </li><li>Promote a customer-first culture across the Service Desk </li></ul> <p>Requirements</p> <ul> <li>3-7 years of experience in Service Desk, NOC, or IT support operations </li><li>2+ years of leadership or team management experience </li><li>Experience managing 24x7 support environments </li><li>Strong understanding of ticket-based support operations and SLA management </li><li>Experience with ticketing systems (Autotask preferred) </li><li>Familiarity with ITIL or service management frameworks </li><li>Strong communication, leadership, and organizational skills </li></ul> <p>Preferred Skills</p> <ul> <li>Experience supporting cloud environments (Azure preferred) </li><li>Familiarity with monitoring and alerting platforms </li><li>Experience supporting Windows Server environments </li><li>Exposure to networking and infrastructure concepts </li><li>ITIL certification or equivalent experience </li></ul> <p>Success Metrics</p> <p>Success in this role will be measured by:</p> <ul> <li>Reduction in unassigned tickets and backlog </li><li>Improved ticket routing accuracy </li><li>Improved SLA adherence and response times </li><li>Reduction in repeat alerts and ticket noise </li><li>Increased ticket ownership and resolution quality </li><li>Improved customer satisfaction </li></ul>