Service Desk Manager

Description

We are looking for a Service Desk Manager to lead daily support operations for a managed services environment serving businesses throughout Pompano Beach, Florida. This Long-term Contract position is ideal for a hands-on people leader who can strengthen team performance, improve service delivery, and use operational data to drive better outcomes. The role requires a strong understanding of service desk workflows, technical support environments, and client-focused support practices within a primarily Microsoft-based ecosystem.

Responsibilities

Direct the day-to-day activities of the service desk team, ensuring consistent support coverage and dependable service for a diverse client base in Pompano Beach, Florida. Track operational performance by reviewing ticket trends, response metrics, workload distribution, and technician productivity to identify opportunities for improvement. Mentor technicians and emerging team leads through coaching, feedback, and structured development to build a stronger and more accountable support function.

Refine support procedures, service workflows, and escalation practices to increase efficiency and improve the customer experience. Use the ticketing and service management platform to oversee queue health, maintain visibility into active issues, and support timely resolution of requests. Partner with senior technical staff and escalation teams to address complex incidents while providing informed guidance to the service desk team. Maintain leadership accountability across the support organization by setting expectations, reinforcing standards, and monitoring execution.

Review the technical landscape, including Microsoft 365, Entra ID, cloud services, endpoint tools, backup platforms, and VoIP systems, to better support team decisions and client needs. Contribute to service improvements tied to infrastructure and platform changes, including client movement away from internal cloud environments when needed.

Requirements

Demonstrated experience managing a service desk or help desk team within a managed services or similarly fast-paced support environment. Strong knowledge of service delivery operations, including ticket management, queue oversight, response targets, and escalation coordination. Ability to analyze service metrics and convert performance data into practical actions that improve team results. Technical understanding of Microsoft Windows, Microsoft 365, Azure Active Directory or Entra ID, Intune, and remote support tools.

Proven success coaching technical staff, developing team capability, and leading with clear accountability. Familiarity with structured service practices such as ITIL and experience working within formal support processes. Comfortable collaborating with technical leadership on escalations while remaining focused primarily on management and operational leadership. Strong communication and client service skills, with the ability to lead effectively in a high-touch support environment.

Technology Doesn't Change the World, People Do.

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