Service Desk Manager

Lead with confidence. Drive performance. Deliver exceptional service.

We are seeking a proactive, results-driven Service Desk Manager to lead and elevate our service desk operation. This is an ideal opportunity for a strong leader who thrives in a fast-paced MSP environment, builds high-performing teams, and takes ownership of operational success.

If you are someone who identifies problems, creates solutions, and executes without waiting for direction, this role offers the opportunity to make a significant impact.

Key Responsibilities

• Oversee service desk operations by monitoring ticket dashboards, managing SLA compliance, addressing escalations, and ensuring exceptional service delivery
• Lead and develop the service desk team through daily performance management, workload balancing, coaching, and ongoing professional development
• Maintain strong client relationships through proactive communication, regular service reviews, and performance reporting
• Analyze operational metrics including ticket volume, response times, MTTR, CSAT, and cost efficiency to identify trends and drive continuous improvement
• Implement and refine service desk processes, escalation workflows, and operational policies to improve efficiency and customer satisfaction
• Manage on-call scheduling, staffing capacity, and resource planning to support business growth while preventing team burnout
• Deliver strategic reports, business reviews, and operational recommendations to executive leadership
• Conduct employee performance reviews, goal-setting, and workforce planning

What We Are Looking For

• Experience managing a service desk, IT support team, or strong service desk technician experience
• Strong leadership skills with the ability to coach, motivate, and hold teams accountable
• Excellent problem-solving and decision-making abilities
• Outstanding communication skills with both clients and technical teams
• Data-driven mindset with the ability to use metrics to guide operational decisions
• Familiarity with ITIL or IT service management best practices is a plus
• Must be located in or near Austin, San Antonio, or Dallas, Texas

Work Environment

This position is 95% remote, offering flexibility while maintaining connection with headquarters in Austin, Texas. Occasional travel for meetings or industry events may be required.

Why Join Us

This is an opportunity to take ownership of a critical business function, shape service delivery strategy, and lead a team that directly impacts client satisfaction and business growth.

If you are ready to lead, improve operations, and build a service desk that performs at the highest level, we want to hear from you.

$100-$115k annually