Lead Service Desk Manager — IT Support Operations

Watchkeep

Reading (Berks County)

On-site

USD 70,000 - 90,000

Full time

6 days ago

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Job summary

Watchkeep in Reading, PA is seeking a Service Desk Manager to own end-to-end service desk delivery across L1, L2, triage, and escalations. You will drive KPI performance, ensure SLA adherence, and deliver executive-level reporting to stakeholders.

The role requires strong leadership and data-driven decision making to ensure high-quality, compliant service delivery. The position collaborates with Customer Success, Account Management, Security, and Project teams to reduce friction and improve the

Qualifications

7+ years in an IT service desk or MSP environment.
3+ years in a supervisory or management role overseeing service desk teams.
Strong understanding of Cyber Verify, CIS frameworks, MSP metrics, and Watchkeep OKRs.
Experience with ConnectWise PSA, Ninja RMM, Microsoft 365, and ITSM toolsets.
Proven ability to lead technical teams, manage escalations, and improve performance.
Excellent communication under pressure and team development skills.

Responsibilities

Own end-to-end service desk delivery across L1, L2, triage, and escalations.
Monitor and drive performance to core KPIs and SLA adherence.
Provide executive-level reporting on performance, trends, risks and opportunities.
Oversee ticket intake, categorization, prioritization, and assignments.
Refine escalation pathways to L2, Cloud, Security, Project and Field teams.
Lead, coach, and mentor the Service Desk team and hiring decisions.