Purpose and Scope
The Service Desk Manager is responsible for ensuring the Service Desk team delivers consistent, white-glove support experience to all managed services clients. This is a hands-on leadership role responsible for maintaining service excellence while actively contributing to ticket resolution and queue performance.
The Service Desk Manager provides day-to-day guidance and operational oversight of Level 1 Service Desk Engineers, including managing ticket and phone queues, coaching staff, supporting escalations, and assisting in the resolution of technical issues and service requests. This role is accountable for overall managed services, ticket performance, SLA adherence, and the end-to-end customer experience across all supported clients. While remaining engaged in ticket work alongside the team, the primary focus is driving performance, service quality, accountability, and continuous operational improvement.
Responsibilities
- Assign, respond to, and oversee service requests and incidents received via phone, email, and the ticketing system, ensuring timely and complete resolution.
- Monitor and regularly review ticket queues to ensure proper prioritization, categorization, and SLA compliance across all managed clients.
- Assist with prioritizing, assigning, and re-assigning tickets as operational needs require, including managing recurring tickets and workflow rules.
- Serve as the primary escalation point for Service Desk team members, assisting with troubleshooting desktop, network, systems, security, cloud, and voice-related issues.
- Respond to complex technical issues and coordinate resolution efforts to ensure cases are resolved in a timely, effective, and professional manner.
- Escalate infrastructure-related issues and partner with Engineering teams for advanced network and systems support when required.
- Ensure customers are notified of critical incidents, outages, and service-impacting issues in a timely and professional manner, maintaining a “white-glove” service standard.
- Work within defined SLAs for the business and ensure regular, accurate status updates are communicated internally and externally.
- Schedule maintenance and coordinate planned service activities for team members.
- Update and create internal documentation, knowledge base articles, and service desk procedures to improve consistency and efficiency.
- Develop and deliver training for new and existing Service Desk team members to strengthen technical capability and process adherence.
- Identify recurring service trends or performance gaps and collaborate with leadership to drive continuous operational improvement.
- Report significant service issues, risks, or team performance concerns to the Service Delivery Manager in a timely manner.
This job description does not list all duties of the job. You may be asked by management to perform other duties.
Management has the right to revise this job description at any time. This job description does not constitute a contract for employment.
