Service Desk Manager: Lead High-Impact IT Support (On-Site)
KiZAN Technologies, LLC
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Benefits offered by this job
Job summary
KiZAN Technologies seeks a Service Desk Manager to lead the front-line support, develop Tier I/II engineers, and drive service performance using data-driven improvements. You will ensure ticket flow, CSAT, and SLAs, while coaching teams and coordinating with client-facing and technical groups.
The role requires strong ITIL, incident management, and leadership skills, with expertise in ConnectWise Manage, BrightGauge, and IT Glue. This on-site position is based in West Chester, OH.
Qualifications
- 5+ years IT Service Management or MSP experience.
- 2+ years in people leadership.
- Experience leading Service Desk operations and improvements.
- Experience communicating with senior leadership.
- Ability to translate data into business actions.
- Familiarity with ConnectWise Manage, BrightGauge, IT Glue.
Responsibilities
- Establish a consistent management cadence with the team.
- Own daily Service Desk performance, SLAs, CSAT, and backlog.
- Lead service desk performance reviews using reporting tools.
- Translate data into recommendations on risk, capacity, and priorities.
- Provide leadership for complex issues, triage and escalate appropriately.
- Collaborate with CSMs, escalation engineers, and project teams.
Skills
Tools
Job description
KiZAN Technologies seeks a Service Desk Manager to lead the front-line support, develop Tier I/II engineers, and drive service performance using data-driven improvements. You will ensure ticket flow, CSAT, and SLAs, while coaching teams and coordinating with client-facing and technical groups.
The role requires strong ITIL, incident management, and leadership skills, with expertise in ConnectWise Manage, BrightGauge, and IT Glue. This on-site position is based in West Chester, OH.
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