Service Desk Manager

DescriptionThe Service Desk Manager is responsible for the operational performance of the 24x7 Service Desk, ensuring efficient ticket intake, triage, routing, and resolution of Tier I and defined Tier II support. This role is accountable for queue health, SLA performance, alert response, and customer experience, while partnering with Managed Services Engineering (MSE), Critical Infrastructure Operations (CI-Ops), and Lunavi Cloud Platform (LCP) teams for escalation and resolution.The Service Desk Manager ensures that support operations are consistent, scalable, and aligned to service delivery standards across all managed services.This position reports to the Director of Managed Services and Engineering.Service Ownership AlignmentService Desk:Ticket intake, triage, and routingAlert response and initial investigationTier I and defined Tier II resolutionManaged Services Engineering (MSE):Azure managed services and escalated workload supportLunavi Cloud Platform (LCP):Platform infrastructure (VMware, storage, etc.)Critical Infrastructure Operations (CI-Ops):Datacenter activitiesPrimary Role and ResponsibilitiesOperational Leadership:Provide daily leadership and direction for 24x7 Service Desk operationsManage staffing, scheduling, and workload distribution across all shiftsEnsure consistent execution of support processes and standardsQueue & Ticket Management (CRITICAL FUNCTION):Own overall queue health, including:Unassigned ticketsTicket backlog and agingRouting accuracy and ticket classificationEnsure proper ticket ownership, updates, and closure qualityEstablish and enforce first-response standardsAlert & Monitoring Operations:Own Service Desk response to monitoring and alerting systemsEnsure alerts are: Triaged and validated, and resolved or escalated appropriatelyPartner with MSE, CI-Ops and LCP to reduce alert noise and improve signal qualityEscalation & Cross-Team Coordination:Ensure proper escalation discipline between Service Desk, MSE, CI-Ops, and LCPIdentify recurring issues and escalate trends for resolutionCollaborate with engineering teams to improve service delivery workflowsProcess & Continuous Improvement:Develop and maintain runbooks, workflows, and documentationIdentify opportunities to reduce manual work and improve efficiencyDrive standardization across support processesTraining & Team Development:Develop onboarding and training programs for Service Desk staffEnsure team members are trained on tools, processes, and runbooksCreate development plans aligned to career growth (Sys Admin ? Engineer)Performance Management & Reporting:Establish and maintain operational KPIs, including: SLA adherence; first response time; ticket backlog and aging; routing accuracy; alert volume and repeat incidentsProvide regular reporting to leadership with insights and improvement recommendationsManage performance reviews, coaching, hiring, and disciplinary actionsCustomer Experience:Ensure high-quality communication and customer updatesDrive consistent service delivery aligned to SLA expectationsPromote a customer-first culture across the Service DeskRequirements3–7 years of experience in Service Desk, NOC, or IT support operations2+ years of leadership or team management experienceExperience managing 24x7 support environmentsStrong understanding of ticket-based support operations and SLA managementExperience with ticketing systems (Autotask preferred)Familiarity with ITIL or service management frameworksStrong communication, leadership, and organizational skills*Must reside in Cheyenne, WY. Relocation may be eligible for the right candidate.