Service Desk Manager — Lead ITSM & SLA Excellence

KiZAN Technologies, LLC; Olde West Chester (OH); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health & Wellness: Medical, dental, &

401(k) with company contributions

Life insurance & disability

Generous PTO & holidays

Career growth & Microsoft partnerships

Job summary

KiZAN Technologies is seeking a Service Desk Manager to lead the front-line support team in West Chester, OH. You will oversee ticket flow, service levels, and coaching for Tier I and II engineers, ensuring issues are escalated to the right specialists and aligned with client expectations.

You will translate operational data into actionable recommendations, drive continuous improvement, and partner with CSMs and project teams to maintain smooth handoffs and client communication.

Qualifications

• 5+ years of IT Service Management or Managed Services experience with at least 2 years in a people leadership role.

Responsibilities

• Establish and maintain a consistent management cadence with regular one-on-ones and team communications.
• Own daily Service Desk performance including Response SLA, internal SLOs, CSAT, queue health, backlog and ticket aging.
• Lead recurring performance reviews using ConnectWise, BrightGauge, and related reporting tools.

Skills

ITSM

People leadership

Data-driven decision making

Communication

Education

ITIL certification

Tools

ConnectWise Manage

BrightGauge

IT Glue

Azure

Active Directory / Entra ID

Intune

Job description

KiZAN Technologies is seeking a Service Desk Manager to lead the front-line support team in West Chester, OH. You will oversee ticket flow, service levels, and coaching for Tier I and II engineers, ensuring issues are escalated to the right specialists and aligned with client expectations.

You will translate operational data into actionable recommendations, drive continuous improvement, and partner with CSMs and project teams to maintain smooth handoffs and client communication.