Service Desk Manager

Job Description:Position OverviewWe are seeking a high-impact Service Desk Manager to lead and evolve our service delivery function within a fast-paced MSP environment. This individual will not only manage day-to-day operations but will serve as a strategic leader, balancing priorities, driving accountability, and ensuring alignment across technical teams, finance, and executive leadership.This role requires someone who can make critical tradeoff decisions, communicate effectively across departments, and maintain operational excellence while supporting growth.Key ResponsibilitiesLeadership & Operational ExcellenceLead, mentor, and develop Service Desk team members, fostering a culture of accountability, ownership, and continuous improvementEstablish clear priorities across tickets, projects, and escalations to ensure optimal service deliveryMake informed tradeoff decisions between speed, quality, and resource allocationStrategic Planning & Financial AlignmentPlan and manage department budgets, including tools, staffing, and operational costsOversee vendor renewals and contract management, ensuring cost-effectiveness and alignment with business needsEvaluate tools and services to ensure ROI and operational efficiencyVendor & Risk ManagementManage relationships with key vendors and third-party providersIdentify operational and technical risks within the service desk and broader environmentImplement mitigation strategies to ensure service continuity and securityCross-Functional CommunicationTranslate technical priorities into business-level insights for:FinanceOperationsExecutive leadershipClearly communicate tradeoffs, risks, and impacts to support informed decision-makingAct as the bridge between technical teams and business stakeholdersProject & Initiative CoordinationCoordinate internal IT initiatives and service improvementsEnsure timelines are maintained and teams remain aligned on deliverablesHold teams accountable for execution and follow-throughQualifications5+ years of experience in an MSP or IT services environmentProven leadership experience managing service desk or support teamsStrong understanding of:Ticketing systems (ConnectWise, Autotask, Halo, etc.)Service delivery metrics (SLA, CSAT, backlog, utilization)Experience with budgeting, vendor management, and operational planningCore CompetenciesDecision-Making: Ability to prioritize and make tradeoffs under pressureLeadership: Builds high-performing, accountable teamsCommunication: Translates technical challenges into business outcomesExecution: Drives initiatives forward and ensures completionBusiness Acumen: Understands financial impact of service delivery decisionsWhat Success Looks LikeImproved SLA performance and reduced backlogStrong team accountability and moraleClear alignment between IT, finance, and operationsEfficient vendor management and cost controlConsistent execution of initiatives and projectsIdeal Candidate ProfileThis individual is not just a manager-they are an operator and leader who:Thinks like an ownerCommunicates like an executiveExecutes like a project managerLeads like a coach