IT Service Desk Manager

5 days ago

Katy, United States Bowman Williams Full time

We are private, growing IT MSP located in West Houston providing remote, co-managed and virtual CTO IT services to small & medium-sized businesses. We believe in building long-term relationships with our clients via exceptional client service, integrity and results-driven solutions. Our current opening is for an IT Service Desk Manager (MSP) who has previously managed a MSP Service Desk team.


The IT Service Desk Manager (MSP) will be managing Managing a team of around fifteen Level 1 to Level 3 Techs. The right IT Service Desk Manager (MSP) candidate will have a mix of technical expertise, client service excellence and leadership skills exhibited by strong judgement, a positive attitude and the consistent pursuit for results servicing clients and team over self.


IT Service Desk Manager (MSP) Technical Skills:

  • Strong understanding of IT infrastructure, networking, and
  • Proficiency in ITSM tools and software (ConnectWise, Autotask).
  • Familiarity with cloud services (e.g., AWS, Azure) and virtualization
  • Knowledge with Meraki, Cisco, Microsoft, Dell


IT Service Desk Manager (MSP) Leadership and Management Skills:

  • Proven ability to lead, coach, train and develop a quality team of IT professionals consistently adhering to high standards and accountability.
  • Ability to translate long-term strategic vision and company goals into short-term tactics and functional goals.
  • Excellent judgement for problem-solving and decision-
  • Excellent written and verbal communication skills and presentation


IT Service Desk Manager (MSP) Responsibilities:

  • Ensure excellent service by each tech with each client that meets or exceeds client
  • Active, hands-on daily management and quick delivery of effective IT services and support to Oversee service coordinator, quickly prioritizing and addressing tasks, escalations and emergencies, ideally resolving client issues promptly in one touch.
  • Manage service team, tickets and
  • Account Manager meetings regarding client satisfaction, client business trends, issues and
  • Coordinate with Project Manager onboarding of new clients, determination of service/project status. Ensure excellent client service with occasional on call leadership in the evenings, holidays or weekends to address critical issue client needs.
  • Ensure accurate and timely tracking of tech schedules, client work, service calls, and related documentation by techs, including timesheets, appropriately balancing context & people over process & control, ensuring client needs for personal service comes first.
  • Provide accurate reports and metrics to executive management with KPIs and CSAT
  • Ensure quality and profitable services are performed to agreed
  • Lead IT professionals, providing guidance, coaching, training, mentorship, and support


IT Service Desk Manager (MSP) Benefits:

  • Health, Dental, Vision, and Life Insurance
  • Short-Term and Long-Term Disability
  • Hybrid WFH (1-2 days per week)
  • Flexible Spending Account
  • 401(k) with company match
  • 20 days PTO + Paid Holidays
  • Certification Reimbursement
  • Mileage Reimbursement

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