This working, hands-on Service Desk Manager position supports an IT services client in the Brentwood, TN area. The role reports to the CIO and provides team leadership for Tier 1 and Tier 2 client support, with direct ownership of ticket flow, service performance, and client satisfaction.
Role Overview
As a Service Desk Manager, you will oversee dispatch and coverage, maintain effective service levels, and ensure clients receive timely, accurate support. The position includes coaching technicians, coordinating workloads, managing escalations, and using service metrics to drive continual improvements. You will also collaborate with project, network, and security teams to support smooth handoffs between service and delivery work.
Key Responsibilities
- Coach service desk technicians by setting clear expectations, conducting regular development conversations, and completing performance reviews, including support for hiring, onboarding, and training.
- Plan staffing and coverage, balance workloads, and route incoming tickets based on urgency, technician skill sets, and availability.
- Reassign tickets as priorities shift, and coordinate both onsite visits and remote support sessions.
- Monitor queues and escalations closely and provide dispatch coverage as needed while keeping clients and technical teams informed during urgent or complex issues.
- Use service data to improve performance, including response and resolution times, first-contact resolution, ticket aging, backlog volume, and reopened issue trends.
- Investigate missed service levels and ensure corrective actions are completed.
- Own the customer feedback loop, including CSAT surveys, follow-up on concerns, and improvements informed by recurring feedback.
- Participate in client reviews when required.
- Improve knowledge articles, runbooks, and ticket documentation, including standards for categorization, time recording, and communication.
- Identify automation opportunities and PSA/RMM improvements, and provide leadership with clear weekly, monthly, and quarterly service reports.
- Coordinate with project, network, and security teams on handoffs.
Required Qualifications
- Three or more years in an MSP or IT service desk environment, including at least two years leading, supervising, or managing a team.
- Experience coaching technicians, coordinating workloads, and handling client escalations.
- Hands-on ownership of SLAs, service desk reporting, and CSAT or comparable customer feedback processes.
- Familiarity with PSA/ticketing and remote monitoring/management tools; ConnectWise, Autotask, and HaloPSA are examples (the specific client platform is still to be confirmed).
- Solid support experience across Windows, Microsoft 365, Active Directory/Entra ID, endpoint troubleshooting, and core networking fundamentals.
- Ability to prioritize amid interruptions, resolve disagreements constructively, and communicate clearly with clients and technical colleagues.
Technology Stack
- ConnectWise, Autotask, HaloPSA
- Windows, Microsoft 365
- Active Directory, Entra ID
- PSA, RMM
Location and Work Expectations
- Brentwood, Tennessee (hybrid)
- Remote day count and scheduling are to be confirmed
- Occasional after-hours or on-call escalation coverage is part of the role
- Full-time, exempt position
Compensation
Base salary ranges from USD 65,000 to 75,000 per year, depending on experience.
Benefits
- Medical, dental, and vision benefits
- 401(k) with employer match
- Paid time off
- Holidays
- Professional development and certification support
Additional Strengths
- Cloud platform experience
- Microsoft 365 administration at scale
- Intune/Entra ID
- Service management frameworks
- Reporting or workflow automation experience would be useful
- Relevant ITIL, HDI, Microsoft, or CompTIA credentials are welcome but not required
