IT Service Desk Manager (MSP)

We are a well-established, fast-growing MSP whose goal is to provide remarkable IT Support & Services to our client base by positioning a team of knowledgeable, creative, collaborative, and articulate professionals within easy reach of the average small or medium size business.

The IT Service Desk Manager oversees the staff, including support and field technicians, and operations of the service desk. The IT Service Desk Manager ensures team members are trained and coached on effective methods to research, troubleshoot, and access product or technical updates.

• Manage the day-to-day operations of the Service Desk.
• Assign incoming tickets to the appropriate resources based of skillset, availability, and workload.
• Train, coach, and mentor service desk staff to improve their technical knowledge and customer service skills.
• Act as technical escalation point for the Service Desk.
• Collaborate with team members to ensure high priority tickets are resolved efficiently and accurately.
• Assist with scheduling and logistics for pre-flights of hardware and onsite client visits.
• Perform ticket deep dives for quality assurance and to ensure established procedures are being followed.
• Ensure established SLOs and KPIs are met across the remote support channel.
• Establish best practices through the remote support channel.
• Experience and understand of Windows server infrastructure including demonstrable experience with Active Directory, Windows Servers , Exchange, Office 365
• Experience defining processes and operations for Service Delivery and Professional Services
• Experience enforcing KPI’s/metrics/allocating resources
• Experience in the design, build and management of help desk implementations.
• Experience preparing technical reports on the operation of systems and provides training in system use and access.
• Worked closely with other groups to coordinate plans and activities, including coordination of specific development projects.
• Participated in the planning, implementation, and review processes for new Microsoft technologies
• Strong communication and customer service skills.
•  MSCA, MCSE, MCITP or CCNA is a plus.
• $80,000- $100,000
• Cell Phone Stipend
• Generous PTO/Holidays
• 401k + 4% match

Opportunity Location

Belcamp, MD

Proposed Salary

$80,000 - $100,000

Bowman Williams is a national specialized staffing firm for Cloud Service Providers and Managed Service Providers. Ranked by Forbes as one of America's top 200 Best Staffing Firms in America, we are a good resource for candidates looking to advance their careers in the Cloud Solutions and Services industry.