IT Service Desk Manager - Remote Support & Growth Path

Handled IT Partners; Chicago (IL); Hybrid; USD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

401(k) with company match

Health, dental, and vision insurance

HSA available

Paid time off

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

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

Jobbeschreibung

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.