Service Desk Engineering Manager: Lead MSP Support

GFI Digital

Kansas City (KS)

Hybrid

USD 70,000 - 90,000

Full time

6 days ago

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Job summary

GFI Digital is seeking a Service Desk Engineer Manager to lead a team of remote and onsite engineers across a designated territory, ensuring SLA compliance and high service quality. You will mentor, improve processes, and collaborate with TAMs and vCIOs to align service delivery with client goals.

The role requires several years in IT support within an MSP and strong organizational and communication skills. Hybrid in-office schedule offered.

Qualifications

Minimum 5 years in a service desk or technical support role within an MSP environment.
Experience leading a technical support or service desk team in MSP or managed services.
Strong understanding of service desk operations and ticket management systems.
Experience with Kaseya platforms (RMM/PSA) or similar MSP management tools.
Knowledge of Microsoft environments including Microsoft 365, Azure, and Active Directory.

Responsibilities

Ensure SLAs are consistently met across all supported clients.
Monitor ticket queues and prioritize work to maintain response/resolution times.
Identify trends in ticket data and address recurring issues or areas for improvement.
Coordinate with cross-functional teams to support solutions and client needs.
Provide coverage for other teams and assist with escalations as needed.
Support team development through guidance and mentorship.
Work with leadership to address operational challenges and service performance.
Improve ROC processes, procedures, and documentation.
Lead team meetings to review client issues and documentation or process gaps.