IT Service Desk Manager: Lead, Develop, Elevate Support

Mirazon; Louisville (KY); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Life Insurance

Short-term Disability

Long-term Disability

Cafeteria Plan – Premium, Medical, &CF

Health Insurance

Dental Plan

Vision Plan

Vacation Time 10 days/year

Sick Leave 5 days/year

Paid Company Holidays (7)

Paid Floating Holidays (2)

Volunteer 1

Cell Phone & Internet Reimbursement

401K Matching

Referral Bonuses

Tuition Reimbursement

Performance Incentives

Job summary

Mirazon is seeking an IT Service Desk Manager in Louisville, KY to lead a skilled service desk team, improve processes, and deliver outstanding client service. The role emphasizes leadership, operational excellence, and coaching to elevate performance while aligning with Mirazon’s client-centric strategy.

You will balance tactical execution with strategic planning, develop direct reports, and drive continuous improvement across service delivery and incident response.

Qualifications

• 3+ years in IT helpdesk/service desk management
• Leadership of technical support teams in fast-paced environments
• MSP experience strongly preferred

Responsibilities

• Lead Service Coordination/Dispatch team for work intake, prioritization, and resource assignment
• Lead Tier 1 and Tier 2 Helpdesk technicians supporting end users and client environments
• Ensure tickets are handled efficiently, escalated appropriately, and resolved within service standards
• Provide leadership during major incidents including triage of outages
• Monitor team performance and service delivery metrics for continuous improvement
• Conduct regular one-on-one meetings and performance coaching with direct reports
• Develop training plans for Service Coordinators and Technicians
• Assist with recruiting, onboarding, and retention of team members
• Develop and improve service desk processes, procedures, and workflows
• Partner with leadership to improve capacity planning and workload management
• Drive adoption of tools, automation, and process improvements

Skills

IT service desk management

team leadership

MSP experience

report development

PSA/ticketing tools

remote monitoring

process improvement

strategic thinking

Tools

ConnectWise

Autotask

Job description

Mirazon is seeking an IT Service Desk Manager in Louisville, KY to lead a skilled service desk team, improve processes, and deliver outstanding client service. The role emphasizes leadership, operational excellence, and coaching to elevate performance while aligning with Mirazon’s client-centric strategy.

You will balance tactical execution with strategic planning, develop direct reports, and drive continuous improvement across service delivery and incident response.