Service Desk Manager

CruiTek; Brentwood (TN); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

401(k) with employer match

Paid time off and holidays

Professional development/certification

Job summary

CruiTek, LLC is seeking a hands-on service desk leader in the Brentwood area to manage Tier 1–2 support, ticket flow, and client satisfaction. This role reports to the CIO, driving accountability for the support experience and building a high-performing team that delivers responsive service.

Hybrid options are available in Brentwood, TN, with exact remote days to be confirmed. The full-time exempt position offers a base salary of $65,000–$75,000, depending on experience, and requires managing

Qualifications

• Three+ years in MSP or IT service desk environment, including at least two years leading a team.
• Experience coaching technicians, coordinating workload and handling client escalations.
• Hands-on ownership of SLAs, service desk reporting, and CSAT or similar feedback processes.

Responsibilities

• Coach technicians, set expectations, conduct development conversations and performance reviews.
• Plan staffing, balance workloads and route tickets by urgency, skills and availability; coordinate onsite visits and remote sessions.
• Stay close to queues and escalations, provide dispatch coverage and inform clients during urgent/complex issues.
• Use service data to improve performance with metrics like response/resolution times, aging tickets and backlog.
• Own the customer feedback loop including CSAT surveys and follow-ups; participate in client reviews.
• Collaborate with project, network and security teams on handoffs and improve knowledge articles and runbooks.
• Identify automation and PSA/RMM improvements and deliver weekly, monthly, quarterly service reports.

Skills

People management

Team leadership

Client communication

Prioritization

Tools

ConnectWise

Autotask

HaloPSA

Job description

Service Desk Manager

Salary: $65,000-$75,000 base per year, depending on experience

Location: Brentwood, TN; hybrid options; exact remote days to be confirmed

Employment type: Direct hire, full-time, exempt

Summary

CruiTek is seeking a hands-on service desk leader for an IT services client in the Brentwood area. This opportunity brings together people management, daily dispatch and accountability for the support experience. The role reports to the CIO and supports a team handling Tier 1 and Tier 2 client needs.

Keep the right work moving to the right technicians while building a team that delivers responsive, dependable service. This is a working management position with day-to-day responsibility for ticket flow, service levels and client satisfaction, rather than a dispatch-only or individual contributor role.

Requirements

• Three or more years in an MSP or IT service desk environment, including at least two years leading, supervising or managing a team.
• Direct experience with technician coaching, workload coordination and client escalations.
• Hands-on ownership of SLAs, service desk reporting, and CSAT or comparable customer feedback processes.
• Familiarity with PSA/ticketing and remote monitoring/management tools. ConnectWise, Autotask and HaloPSA are examples; the actual client platform is still to be confirmed.
• A solid support foundation across Windows, Microsoft 365, Active Directory/Entra ID, endpoint troubleshooting and networking fundamentals.
• The ability to prioritize amid interruptions, resolve disagreements constructively and communicate clearly with clients and technical colleagues.

Additional strengths

Cloud platform experience, Microsoft 365 administration at scale, Intune/Entra ID, service management frameworks, and reporting or workflow automation would be useful. Relevant ITIL, HDI, Microsoft or CompTIA credentials are welcome but are not mandatory qualifications.

Responsibilities

• Coach technicians, set clear expectations, hold regular development conversations and performance reviews, and support hiring, onboarding and training.
• Plan staffing and coverage, balance workloads, and route incoming tickets according to urgency, technician skills and availability. Reassign work as priorities change and coordinate onsite visits and remote support sessions.
• Stay close to queues and escalations, provide dispatch coverage when needed, and keep clients and technical teams informed during urgent or complex issues.
• Use service data to improve performance. Measures include response and resolution times, first-contact resolution, aging tickets, backlog and reopened issues. Investigate missed service levels and follow through on corrective actions.
• Own the customer feedback loop, including CSAT surveys, follow-up on concerns and improvements informed by recurring feedback. Participate in client reviews when needed.
• Work with project, network and security teams on handoffs. Improve knowledge articles, runbooks, ticket documentation, categorization, time recording and communication standards.
• Identify useful automation and PSA/RMM improvements, and give leadership clear weekly, monthly and quarterly service reports.

Benefits and work expectations

The position is based in Brentwood, Tennessee, with hybrid options. The number and scheduling of remote days remain to be confirmed. Occasional after-hours or on-call escalation coverage is part of the role. This is a full-time, exempt position in an active service desk environment.

Base salary is $65,000-$75,000 depending on experience.

• medical, dental and vision benefits
• a 401(k) with employer match
• paid time off and holidays
• professional development/certification support

CruiTek welcomes qualified applicants. Candidate evaluation will focus on the experience and capabilities relevant to the role.