Service Desk Manager: Lead High-Impact IT Support Team

KiZan Technologies LLC; Olde West Chester (OH); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health & Wellness: Medical, dental, &/

Future-Ready Retirement: 401(k)

Security & Protection: Life insurance

Generous PTO: Vacation & holidays

Professional Growth: Certifications &

Job summary

KiZAN Technologies LLC is seeking a Service Desk Manager to lead the front-line support team in West Chester, OH. You will drive service performance, develop Tier I/II engineers, manage ticket flow, and use data to guide improvements, ensuring escalations reach the right technical resources.

The role emphasizes people leadership, SLA adherence, and collaboration with client-facing teams to optimize service delivery and client satisfaction.

Qualifications

• 5+ years of IT Service Management or Managed Services experience, including 2+ years in a people leadership role.
• Proven success coaching technical teams, managing performance, building accountability, and maintaining a consistent management cadence.
• Experience independently managing Service Desk operations and driving measurable service improvements.
• Experience leading recurring operational reviews and communicating performance, risks, and recommendations to senior leadership.
• Experience identifying staffing, capacity, and skill gaps using operational data.
• Ability to translate technical and operational information into clear business impact and action plans.
• Working knowledge of Microsoft 365, Azure, Active Directory / Entra ID, and Intune.
• Experience with ConnectWise Manage, BrightGauge, and IT Glue.
• Working knowledge of ITIL, incident management, SLA tracking, and service escalation processes, with strong communication and conflict-resolution skills.

Responsibilities

• Establish and maintain a consistent management cadence, including regular one-on-ones, team communication, coaching, feedback, career development, and follow-through on commitments.
• Own daily Service Desk performance, including contractual Response SLA and internal SLO results, CSAT, queue health, backlog and ticket aging, scheduling, staffing coverage, workload balance, and recurring operational issues.
• Lead recurring Service Desk performance reviews using ConnectWise, BrightGauge, and related reporting tools; document owners, action items, timelines, and follow-through.
• Translate operational data into clear recommendations regarding service risk, capacity, staffing, and continuous-improvement priorities.
• Provide leadership oversight for complex or sensitive issues, ensuring tickets are properly triaged, documented, escalated, and assigned.
• Use technical knowledge to evaluate troubleshooting progress and escalation quality without serving as the primary Tier III resolver.
• Partner with CSMs, Escalation Engineers, and consulting/project teams to maintain smooth handoffs and consistent client communication.
• Identify recurring service issues and lead measurable improvements in ticket flow, documentation quality, escalation consistency, backlog health, and client experience.
• Identify capacity, coverage, and skill gaps and recommend staffing, training, cross-training, or process changes to address operational risk.
• Support client and engineer onboarding and maintain SOPs, runbooks, documentation standards, quality reviews, training, and knowledge sharing.

Skills

People leadership

Coaching teams

Performance management

Data-driven improvement

Education

ITIL certification

Microsoft 365 administration

Tools

ConnectWise Manage

BrightGauge

IT Glue

Microsoft 365

Azure

Active Directory / Entra ID

Intune

Job description

KiZAN Technologies LLC is seeking a Service Desk Manager to lead the front-line support team in West Chester, OH. You will drive service performance, develop Tier I/II engineers, manage ticket flow, and use data to guide improvements, ensuring escalations reach the right technical resources.

The role emphasizes people leadership, SLA adherence, and collaboration with client-facing teams to optimize service delivery and client satisfaction.