Service Desk & Managed Services Manager

Job DescriptionWe strive to be Your Future, Your Solution to accelerate your career!Contact Clint Lester at clester@saigepartners.com to learn more about this opportunity!Technical Environment: Active Directory, O365, Networking, Scripting, Apple products (big plus), Telecom/VoIP (big plus)Role OverviewThis role blends deep technical expertise with people leadership and operational ownership across Service Desk, escalations, and proactive Managed Services delivery.The ideal candidate is a hands-on technical leader who enjoys serving as an escalation point while also mentoring engineers, building structure, and improving service consistency. This position is designed for someone who values technical depth but is motivated to amplify their impact by leading people and optimizing how work gets done.Key ResponsibilitiesTechnical Leadership & Escalation ManagementAct as the senior escalation point for complex, high-impact Service Desk and Managed Services issuesProvide technical leadership during incidents, outages, and service-impacting eventsLead root cause analysis efforts and ensure corrective actions are identified, documented, and implementedEstablish, reinforce, and evolve technical standards across support and managed services teamsManaged Services OversightOversee day-to-day delivery of managed services, including monitoring, patching, alert response, and maintenanceEnsure managed services activities are executed consistently and meet defined service expectationsPartner with engineering and security teams to align services with client requirements and risk toleranceIdentify recurring issues and drive initiatives to reduce reactive work and improve service reliabilityPeople Management & MentorshipDirectly manage engineers across Service Desk and Managed Services functionsCoach and mentor engineers on troubleshooting methodology, technical growth, and professional communicationConduct regular one-on-one meetings, performance reviews, and career development planningFoster a culture of accountability, ownership, and continuous improvementOperational & Process OwnershipOwn and evolve operational workflows across Service Desk and Managed ServicesDefine and maintain procedures, runbooks, escalation paths, and minimum technical standardsImprove consistency in ticket handling, documentation, and client communicationPartner with leadership to enhance efficiency, service quality, and scalabilityCross-Team & Stakeholder CollaborationServe as a key liaison between Service Desk, Managed Services, Security, and Leadership teamsCommunicate technical risks, trends, and improvement opportunities to leadershipSupport capacity planning, prioritization, and service maturity initiativesRequired QualificationsStrong background in IT engineering, support, or managed services environmentsProven experience handling complex technical escalations across systems, networks, and endpointsExperience mentoring or leading engineers in a formal or informal capacityExcellent communication, organization, and prioritization skillsDemonstrated interest in transitioning into or growing within a management rolePreferred QualificationsExperience working in an MSP or managed services environmentBackground in owning or improving operational processes and documentationFamiliarity with monitoring, patching, and automation platformsExperience with incident, change, or service management frameworksWhat Success Looks LikeFewer repeat escalations due to effective root cause resolutionConsistent, predictable handling and escalation of Service Desk issuesProactive, well-documented, and reliable managed services deliveryContinuous technical and professional growth of engineersClear visibility for leadership into service health, risks, and trendsJob RequirementsitMeet Your Recruiter