IT Service Desk Manager - Hybrid + SLA Leader

CruiTek, LLC; Brentwood (TN); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

401(k) with employer match

Paid time off and holidays

Professional development/certification

Job summary

CruiTek, LLC is seeking a hands-on service desk leader in the Brentwood area to manage Tier 1–2 support, ticket flow, and client satisfaction. This role reports to the CIO, driving accountability for the support experience and building a high-performing team that delivers responsive service.

Hybrid options are available in Brentwood, TN, with exact remote days to be confirmed. The full-time exempt position offers a base salary of $65,000–$75,000, depending on experience, and requires managing

Qualifications

• Three+ years in MSP or IT service desk environment, including at least two years leading a team.
• Experience coaching technicians, coordinating workload and handling client escalations.
• Hands-on ownership of SLAs, service desk reporting, and CSAT or similar feedback processes.

Responsibilities

• Coach technicians, set expectations, conduct development conversations and performance reviews.
• Plan staffing, balance workloads and route tickets by urgency, skills and availability; coordinate onsite visits and remote sessions.
• Stay close to queues and escalations, provide dispatch coverage and inform clients during urgent/complex issues.
• Use service data to improve performance with metrics like response/resolution times, aging tickets and backlog.
• Own the customer feedback loop including CSAT surveys and follow-ups; participate in client reviews.
• Collaborate with project, network and security teams on handoffs and improve knowledge articles and runbooks.
• Identify automation and PSA/RMM improvements and deliver weekly, monthly, quarterly service reports.

Skills

People management

Team leadership

Client communication

Prioritization

Tools

ConnectWise

Autotask

HaloPSA

Job description

CruiTek, LLC is seeking a hands-on service desk leader in the Brentwood area to manage Tier 1–2 support, ticket flow, and client satisfaction. This role reports to the CIO, driving accountability for the support experience and building a high-performing team that delivers responsive service.

Hybrid options are available in Brentwood, TN, with exact remote days to be confirmed. The full-time exempt position offers a base salary of $65,000–$75,000, depending on experience, and requires managing