> Markdown version of [/jobs/ext/1916609-service-desk-manager](https://www.wearedevelopers.com/jobs/ext/1916609-service-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # SERVICE DESK MANAGER - **Company:** WM Synergy LLC - **Location:** United States (Remote available) - **Experience:** Expert - **Salary:** $110,000.0 - $125,000.0 - **Contract:** Permanent contract - **Skills:** Information Technology Consulting, Zoho Office Suite, Acumatica Cloud ERP Platform, Syteline, Infor - **Published:** August 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=952099f4b0ee1804 ## About the Role * 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. ## Description 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. ## Related Videos - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Delete the roles, deploy the skills](https://www.wearedevelopers.com/videos/2104-delete-the-roles-deploy-the-skills) - [Strategies to accelerate SaaS Application Development](https://www.wearedevelopers.com/videos/1078-strategies-to-accelerate-saas-application-development) ## Related Articles - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Should Tech Managers Be Developers First? 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