Service Desk Manager

S. J. Rollins Technologies; Bangor (ME); On-site; USD 70,000 - 90,000; Full time

Job summary

SJ Rollins is seeking a Service Desk/Technical Support Manager to provide hands-on leadership, technical escalation, and quality oversight for a multi-tier support team. You will coach technicians, enforce standards, and partner with HR and leadership to develop talent and reduce escalations.

The role requires strong technical depth, root-cause analysis, and the ability to lead from the floor, ensuring consistent, client-focused support aligned with SJ Rollins standards.

Qualifications

• Leadership experience guiding technical teams in a service environment.
• Strong root-cause analysis to ensure complete, compliant solutions.
• On-floor leadership with hands-on coaching and problem solving.
• Clear communication with techs, coordinators, and leadership.

Responsibilities

• Serve as the primary on-floor leader for the Technical Support Team (~20 engineers).
• Act as the first technical escalation point; resolve complex tickets and elevate when needed.
• Walk the floor daily to guide, review, and ensure complete solutions.
• Review tickets for quality, documentation, and adherence to standards.
• Identify recurring issues and drive fixes via training or routing.

Skills

Leadership

Coaching

Technical escalation

Root-cause analysis

Communication

People development

Performance management

On-floor leadership

Job description

Summary: This role’s primary responsibility is to provide hands‑on leadership, technical escalation, and quality oversight for the Technical Support Team made up of Technical Support Specialists, Senior Technical Support Specialists, and Junior System Administrators. The Service Desk Manager works alongside the Technical Support Team Coordinator; the Coordinator focuses on scheduling, dispatch, attendance, and preventative maintenance tracking, while the Manager focuses on technical quality, problem solving, and developing people. The Manager is a strong technician who leads from the floor: walking around, helping techs work through difficult issues, reviewing their work, and making sure every solution is complete and aligns with S. J. Rollins standards. Expected actions are to serve as the team’s first technical escalation point, coach techs to find and fix root causes, enforce S. J. Rollins standards and culture, conduct reviews, develop people for advancement, and reduce the escalation load on the Systems Administration Team and S. J. Rollins leadership.

Key Results Area #1: Lead, Coach, and Develop the Technical Support Team.

Key Results Area #2: Own Technical Escalation and Solution Quality on the Support Floor.

Key Results Area #3: Being a Valuable Team Member of S. J. Rollins

Entry Knowledge

• Meet or exceed responsibilities and expectations of a Systems Administrator at S. J. Rollins.

• Working understanding of how Technical Support Specialists, Senior Technical Support Specialists, and Junior System Administrators deliver support for clients, including the ticketing workflow, dispatch, and escalation paths.

• Understanding that this team is earlier in their careers and depends on visible, hands‑on leadership, real‑time technical help, and consistent reinforcement of S. J. Rollins standards and culture.

Skill Level

• Technical depth to troubleshoot and resolve escalated issues across endpoints, servers, networking, Microsoft 365 and cloud services, security tools, and line‑of‑business applications.

• Strong root cause analysis to quickly tell whether a solution is complete and meets S. J. Rollins standards.

• Demonstrated ability to lead and coach early and mid‑career technical staff in a way that builds independence rather than dependence.

• Sets clear expectations, communicates regularly with each team member, and follows through on commitments and accountability.

• Conducts fair, timely reviews and performance conversations; addresses performance and disciplinary issues within allowed guidelines.

• Reads team KPIs (billable hours, response time, resolution time, reopened tickets, escalations) and spots patterns that point to a skill, process, or quality problem.

• Communicates clearly with techs, the Coordinator, the Systems Administration Team, Client Services, and leadership.

• Exercises judgment on when to coach, when to step in, and when to elevate.

Responsibilities (What You Do)

• Serve, alongside the Technical Support Team Coordinator, as the primary learner for the Technical Support Team (~20 Technical Support Specialists, Senior Technical Support Specialists, and Junior System Administrators).

• Act as the team’s first technical escalation point; help resolve difficult tickets, ensure the root cause is addressed, and elevate issues beyond the team’s scope to the Systems Administration Team or leadership with a clear problem statement.

• Spend a significant part of each day on the floor: walking around, checking on work in progress, helping techs solve problems, and catching issues before they become client escalations.

• Review tickets and resolutions regularly to ensure solutions are complete, documented, and aligned with S. J. Rollins standards; give specific feedback.

• Identify recurring issues and process friction; drive fixes through documentation, training, or by routing them to the Systems Administration Team and leadership.

• Partner with the Coordinator on ticket assignment so complex or sensitive requests go to a technician with the right skill level.

• Model and enforce S. J. Rollins culture on the floor every day; address behavior that does not align with “The S. J. Rollins Way” promptly and directly.

• Have regular conversations with each team member; recognize strong performance and address underperformance promptly and fairly.

• Complete annual reviews and manage disciplinary actions within allowed guidelines in partnership with the Coordinator and HR.

• Create development plans, mentor less experienced techs, lead knowledge sharing, and prepare techs for advancement toward Senior Technical Support Specialist and Systems Administrator roles.

• Monitor team KPIs with the Coordinator; intervene early when trends go red and keep leadership informed on team health, quality, and client impacting risks.

• Support interviewing, hiring, onboarding, and backfill planning in partnership with HR and leadership.

Expectations (How You Do It)

• Adhere to policies and procedures as outlined in the Employee Handbook.

• Demonstrate exceptional reliability, dependability, and professionalism at all times.

• Strongly embody core values and promote and abide by “The S. J. Rollins Way”.

• Lead with a servant attitude and a passion to learn; put teammate success and client outcomes ahead of personal credit.

• Be visible and approachable; coach before taking over, and when you step in, debrief the tech so they can handle it next time.

• Hold the line on quality: a solution done right matters more than a ticket closed fast.

• Measure success by team health: quality solutions, KPIs met, fewer escalations and reopened tickets, developed people, and reduced escalation load on the Systems Administration Team and leadership.

• Work as one leadership team with the Coordinator.

• Be on time for work and meetings; participate in regular team and company meetings.

• Take responsibility for personal and career development, including staying technically current.