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GFI Digital

Service Desk Engineer Manager

GFI Digital
Kansas City, KS Full time Posted 17d ago
Manager Active Directory Cloud Platforms Help Desk Help Desk Support Identity and Access Management Incident Management Information Technology (IT) IT Operations It Service Management IT Services Microsoft 365 Remote Support Service Desk Lead Service Management Technical Support Windows Support
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Job Description

GFI Digital is seeking a Service Desk Engineer Manager to lead a team of remote and onsite service desk engineers supporting clients within a defined territory. This hybrid role emphasizes SLA adherence, efficient ticket handling, service quality, and team mentorship alongside cross-functional collaboration.

Location and Schedule

  • Kansas City, KS (hybrid)
  • Full-Time
  • In-office and hybrid schedules are available

Key Responsibilities

  • Ensure Service Level Agreements (SLAs) are met consistently for all supported clients.
  • Monitor ticket queues and prioritize work to maintain target response and resolution times.
  • Review ticket data and client feedback to identify trends, recurring issues, and improvement opportunities.
  • Coordinate with cross-functional teams to support solutions, projects, and client needs.
  • Provide coverage for other teams when needed, and occasionally assist with tickets to support escalations and workload demands.
  • Support team development through guidance, knowledge sharing, and mentorship.
  • Partner with the leadership team to address operational challenges and service performance.
  • Help improve and develop ROC processes, procedures, and documentation.
  • Lead team meetings to review active client issues, share knowledge, and determine where documentation and processes should be updated.

Required Experience and Skills

  • Minimum 5 years of experience in a service desk or technical support role within an MSP environment.
  • Experience leading a technical support or service desk team in an MSP or managed services setting.
  • Strong working knowledge of service desk operations and ticket management systems.
  • Experience with Kaseya platforms (RMM/PSA) or comparable MSP management tools.
  • Knowledge of Microsoft environments, including Microsoft 365, Azure, and Active Directory.
  • Familiarity with common IT infrastructure, including networking, endpoint management, and security best practices.
  • Ability to troubleshoot technical issues and assist with escalations when required.
  • Strong communication, leadership, and problem-solving skills, including mentoring and coaching.
  • Ability to take ownership of service desk performance, reporting, and continuous improvement initiatives.

Technology Focus

  • Kaseya
  • RMM
  • PSA
  • Microsoft 365
  • Azure
  • Active Directory

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