Information Technology Service Desk Manager

Handled IT Partners; Chicago (IL); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

401(k) with company match

Health, dental, and vision insurance

HSA available

Paid time off

Job summary

Handled IT Partners is seeking an IT Service Desk Manager to lead a small support team and ensure top-tier client satisfaction. The role focuses on remote support with occasional onsite collaboration, developing talent, and meeting KPI targets in a fast-paced MSP.

You will mentor 3–5 technicians, manage escalation processes, and drive continuous improvement through SOPs, documentation, and automation initiatives within IT Glue and monitoring tools.

Qualifications

• 7+ years of MSP experience in a leadership role.
• Expert in Autotask PSA and Datto RMM.
• Strong Windows and macOS, Microsoft 365, networking, and security products.
• Excellent communication and leadership capabilities.

Responsibilities

• Lead and manage a 3–5 technician team with weekly 1-on-1s and performance reviews.
• Drive KPIs: CSAT, technician utilization, and SLA adherence.
• Own escalation process and after-hours support for clients.
• Mentor technicians with ticket reviews and coaching.
• Govern IT Glue documentation and SOP adherence.
• Provide remote technical support via ticketing, phone, email, chat.
• Ensure incident ownership and timely resolution.
• Identify process improvements and automation opportunities.
• Communicate progress and next steps to customers.

Skills

MSP leadership

Lead technician

Autotask PSA

Datto RMM

Windows/macOS

Microsoft 365

Networking basics

Security stacks

Communication skills

Time management

Tools

Autotask PSA

Datto RMM

Addigy

IT Glue

ScalePad

Job description

The IT Service Desk Manager is a role designed for a high-performing MSP veteran. You will be responsible for the daily operations of a small support team, ensuring that client issues are resolved efficiently while maintaining the highest levels of customer satisfaction. You will manage the performance and professional development of 3-5 technicians, serve as the primary escalation point for complex issues, and ensure the team meets its operational KPIs. This role primarily supports users remotely, with occasional onsite work required for collaboration, device work, or special requests.

Primary Responsibilities

• Team Leadership: Manage direct reports, including conducting weekly 1-on-1s, performing annual performance reviews, and assisting in the interviewing/onboarding/training of new talent.
• KPI Accountability: Drive the team to meet and exceed key metrics: CSAT scores, Technician Utilization, and SLA compliance.
• Escalation Management: Serve as the permanent escalation point for the team. While calls are rare, you are responsible for after-hours emergency support for your team’s clients.
• Mentorship & Coaching: Review technician tickets, call recordings, and documentation for quality control. Provide real-time coaching to improve the technical and soft skills of the junior staff.
• Documentation Governance: Act as the "Librarian" for IT Glue; ensure all client environments are documented accurately and that the team is following standardized SOPs.
• Technical Support: Provide remote technical support via our ticketing system, phone, email, chat, and collaboration tools.
• Ownership: Drive ownership of incidents and service requests through resolution.
• Automation and Efficiencies: Identify areas of inefficiencies within the support team and look to improve these areas through process, training, and automation.
• Communication: Communicate proactively with customers regarding progress, impacts, and next steps. Ensure all communication is thorough, professional, and drives high customer satisfaction.

Qualifications

• 7+ years of experience specifically within an MSP environment is required.
• Demonstrated experience in a Lead or Senior Technician role.
• Expert Proficiency in Autotask PSA and Datto RMM (or equivalent) with the ability to pull and interpret reporting data.
• Advanced technical knowledge of Windows and Mac environments, Microsoft 365, networking (firewalls, VLANs, VPNs), and security stacks (Sophos, Huntress, etc.).
• Excellent communication skills with the ability to deliver constructive feedback to team members.
• Networking basics (DNS, DHCP, VPN, common firewall concepts)
• Excellent communication, documentation, and customer service skills.
• Strong diagnostic skills and ability to work independently.
• Ability to manage multiple priorities in a fast-paced MSP environment.
• Self-motivated, resourceful, and highly organized.
• Reliable transportation for occasional travel to the office or client locations (low frequency).

Technologies You’ll Work With

• Operating Systems: Windows 11, macOS
• Collaboration Tools: Teams, Slack, Zoom, Google Chat
• IT Management: Autotask PSA, Datto RMM, Addigy, IT Glue, ScalePad
• 401(k) with company match
• Health, dental, and vision insurance
• HSA available
• Paid time off
• Career path growth within a top-tier MSP