SERVICE DESK MANAGER

The Service Desk Manager owns the process, tooling, and SLA performance of our client support operations across all three delivery business units: Infor VISUAL, Infor CSI/SyteLine, and Acumatica. This is a process-ownership role, not a people-management role.

The Service Desk Manager owns the Zoho Desk platform, intake and triage standards, SLA reporting, and escalation framework; leads customer onboarding to the support portal and process; protects subscription revenue by minimizing churn and identifying expansion opportunities; and is accountable for customer satisfaction and gross retention. Intake, triage, routing, SLA definitions, ticket status rules, and Zoho Desk configuration are this roles to set and change. Position Responsibilities:

• Own service desk performance across all three ERP platforms, keeping response times fast and consistent.
• Build and maintain the ticket intake, triage, and escalation process our teams rely on.
• Track customer satisfaction and flag at-risk accounts before they become a retention problem.
• Own our gross retention target and lead proactive outreach ahead of renewals.
• Lead quarterly service reviews with our most valuable accounts.
• Guide new and existing customers through onboarding to our support portal and process.
• Spot opportunities to turn support tickets into larger projects or upsells.
• Deliver clear, regular reporting on ticket trends, SLA performance, and account health.
• SLA & Performance Management
• Process Ownership
• Client & Account Management
• Retention & Revenue Growth
• Reporting & Process Improvement
• Customer Onboarding & Portal Adoption
• Cross-Functional Coordination

Performance Measurement:

• SLA performance has measurably improved and is reported consistently across all three platforms.
• A clear, documented escalation process is in place and used by every business unit.
• Customer satisfaction scores are trending up, with a clear link between support and renewals.
• A retention target is defined and tracked, with outreach running ahead of every renewal.
• New and existing customers are successfully onboarded to the support portal., Base salary plus a variable incentive component up to 15% of annual base salary. Variable comp is tied to gross subscription retention (by BU and/or overall) and customer satisfaction (CSAT), the two metrics this role is directly measured on.

• 5+ years in service/help desk operations, process ownership, or support program management; ERP, software, or IT consulting experience preferred.
• Proficiency with Zoho Desk or similar ticketing platforms.
• Ownership of SLA metrics and escalation frameworks in client-facing environments.
• Strong root-cause analysis; ability to distinguish internal execution issues from vendor/product delays.
• Working technical fluency in VISUAL, CSI/SyteLine, or Acumatica sufficient to independently assess root-cause claims.
• Proven ability to influence and coordinate across teams without direct authority.
• Ownership of customer satisfaction metrics with demonstrated connection to retention/renewal outcomes.
• Strong written and verbal communication; experience preparing client-facing updates.

Preferred Qualifications -

• Experience managing support across multiple product lines/platforms simultaneously.
• Experience in a VAR, systems integrator, or ERP consulting environment.
• Exposure to professional services metrics (utilization, billable hours) and how support work intersects with delivery capacity.
• Experience building or improving KB/documentation processes for a support organization.
• Experience owning a gross retention or churn metric, ideally with variable compensation tied to it.
• Comfort leading executive-level QBRs/service reviews with enterprise accounts.
• Experience designing or running customer onboarding programs (portal, process, or tooling adoption).

Physical Requirements:

This is a primarily sedentary role performed in a home office or similar remote work environment. It requires the ability to sit for extended periods, use a computer keyboard and mouse, and communicate effectively via phone, video, and written correspondence.

Texas Remote $110,000 - $125,000 a year - Full-time

At WM Synergy, we help manufacturers and distributors solve complex business challenges through technology, process improvement, and industry expertise. For more than 35 years, we’ve partnered with organizations across North America to implement ERP solutions, optimize operations, and build stronger, more scalable businesses.

Our team includes more than 150 consultants, business experts, and technical specialists, many with firsthand experience working in manufacturing and distribution. We understand our clients’ businesses because we’ve lived many of the same challenges ourselves.

Since 1985 we have helped more than 1,800 organizations improve efficiency, streamline operations and create lasting business value.