IT Service Desk Manager, Managed Services

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

Mission of the Position

Mirazon is a scaling, people-centered IT company that believes exceptional client service starts with exceptional teams. We’re looking for an IT Service Desk Manager who thrives on developing people, improving processes, and creating a service experience that clients and employees can depend on.

This is a leadership role for an experienced IT service desk professional who enjoys balancing operational excellence with team development. You value accountability, coaching, and continuous improvement, and you find satisfaction in helping technical teams perform at a high level while delivering outstanding support to clients.

Key Criteria/Requirements

• 3–5+ years of IT Helpdesk/Service Desk management experience
• Experience leading technical support teams in a fast-paced environment
• MSP experience strongly preferred
• Experience managing and developing direct reports
• Familiarity with PSA/ticketing platforms such as ConnectWise, Autotask, or similar tools
• General understanding of remote management and monitoring platforms
• Strong organizational, communication, and leadership skills
• Demonstrated ability to improve processes and drive operational consistency
• Ability to balance tactical execution with strategic thinking

Key Accountabilities

Service Desk Leadership

• Lead and manage the Service Coordination/Dispatch team responsible for work intake, prioritization, and resource assignment
• Lead and manage Tier 1 and Tier 2 Helpdesk technicians supporting end users and client environments
• Ensure tickets are handled efficiently, escalated appropriately, and resolved within established service standards
• Provide leadership support during major incidents, including triage of network and server outages
• Monitor team performance and service delivery metrics to drive continuous improvement

Team Development & Coaching

• Conduct regular one‑on‑one meetings and performance coaching with direct reports
• Develop and execute training plans for Service Coordinators and Helpdesk Technicians
• Create growth opportunities and career development paths for team members
• Foster a culture of accountability, learning, collaboration, and client service excellence
• Assist with recruiting, interviewing, onboarding, and retention of team members

Process & Operational Improvement

• Develop, document, and improve service desk processes, procedures, and workflows
• Identify operational inefficiencies and implement practical solutions
• Ensure consistent execution of service delivery standards and best practices
• Partner with leadership to improve capacity planning, workload management, and resource utilization
• Drive adoption of tools, automation, and process improvements that improve both client and employee experiences

Organizational Leadership

• Participate in leadership discussions and contribute to organizational initiatives
• Collaborate with other departments to ensure alignment across service delivery, projects, sales, and client success teams
• Support the achievement of company goals through effective operational leadership
• Serve as a role model for Mirazon’s Core Values and leadership expectations

Insurance Benefits

Eligibility begins the first day of full-time employment (date of hire).

• Life Insurance
• Short-term Disability
• Long-term Disability
• Cafeteria Plan – Premium, Medical, & Child Care Reimbursement
• Health Insurance
• Dental Plan
• Vision Plan
• Time Off
  – benefitsaccrueon a pro-rated basis each pay period over a 12-month period with the following maximums:
  • Vacation Time –10 daysper calendar year
  • Sick Leave– 5 days per calendar year
• Paid Company Holidays (7)
• Paid Floating Holidays (2)
• Volunteer 1
• Cell Phone & Internet Reimbursement

Other Benefits

• 401K Matching
• Referral Bonuses
• Tuition Reimbursement
• Performance Incentives