Service Desk Manager

As our Service Desk Manager, you will be responsible for leading the day-to-day operations of the Service Desk, ensuring exceptional service delivery and operational excellence across our client base. You’ll oversee service desk performance, coach and develop engineers, manage escalations, drive SLA compliance, and continuously improve processes while fostering a culture of accountability, collaboration, and customer-focused service., * Own the overall client experience delivered by the Service Desk, ensuring communication is timely, professional, proactive, and aligned with company standards.

• Manage daily Service Desk operations, including ticket flow, queue health, backlog management, workload balancing, assignment discipline, and escalation oversight.
• Monitor SLA compliance, Mean Time to Resolution (MTTR), First Call Resolution (FCR), Active Working Time, ticket aging, reassignment rates, reopened tickets, and engineer utilization.
• Identify client-impacting issues, VIP concerns, recurring incidents, aging tickets, and service trends before they become larger problems.
• Ensure escalated tickets contain complete troubleshooting history, business impact, current blockers, recommended next steps, and documented root cause upon resolution.
• Coach, mentor, and develop Service Desk engineers through regular feedback, performance management, and technical growth opportunities.
• Lead continuous improvement initiatives by refining SOPs, workflows, escalation paths, client communications, and service delivery processes.
• Maintain a strong understanding of MSP service delivery, ticket lifecycles, escalation models, SLA management, and the technical expectations across all engineering roles.
• Partner closely with Account Managers to deliver a complete 360-degree, white-glove client support experience, ensuring proactive communication, seamless service delivery, and alignment between technical operations and client business objectives.
• Participate in after-hours management support or escalations as needed.

Do you thrive in a fast-paced, ever-changing environment where every day presents a new challenge? Are you energized by leading technical teams, solving complex problems, and working with a wide range of technologies across multiple client environments?

Working in a Managed Services Provider (MSP) is unlike supporting a single organization. It requires adaptability, strong leadership, technical curiosity, and the ability to balance competing priorities while delivering an exceptional client experience. You’ll have the opportunity to work with diverse infrastructures, cloud platforms, networking technologies, cybersecurity solutions, and business applications-continually expanding your knowledge while helping clients succeed.

If you’re looking for a leadership role where you can make a meaningful impact, mentor engineers, improve operational excellence, and continuously learn new technologies, we’d love to hear from you., * 5+ years of hands-on IT support experience, including at least 2 years in a Managed Services Provider (MSP) environment.

• Previous experience managing or leading a technical team of five or more engineers.
• Strong customer service mindset with excellent listening, communication, and relationship-building skills.
• Minimum of 3 years of networking experience, including TCP/IP, DNS, DHCP, routing, VPNs, firewalls, and wireless networking.
• Proven ability to troubleshoot hardware, software, cloud, and network issues efficiently and effectively.
• At least 2 years of experience working within a corporate IT environment.
• Strong organizational, prioritization, and decision-making skills in a fast-paced environment.

Preferred Qualifications

• Strong expertise with firewalls, routers, switches, VLANs, site-to-site VPNs, and network segmentation, particularly with Fortinet, Meraki, Datto, and Cisco technologies.
• Experience with virtualization platforms including VMware vSphere and Microsoft Hyper-V.
• Experience administering Microsoft Azure, including Microsoft Entra ID (Azure AD), virtual machines, networking, storage, and hybrid environments.
• Experience using MSP RMM and PSA platforms such as NinjaOne, ConnectWise, Datto RMM, N-able, and Autotask.
• Advanced troubleshooting skills supporting escalations across diverse client environments.
• Working knowledge of cybersecurity best practices, including patch management, MFA, endpoint protection, vulnerability management, and compliance frameworks such as Cyber Essentials and ISO 27001.
• Passion for mentoring technical teams and driving operational excellence.

Preferred Certifications

• Fortinet NSE 1 & 2
• Fortinet Certified Professional (FCP), including NSE 4 and one NSE 5 specialization
• Microsoft AZ-900, SC-900, MS-102, SC-300, SC-200, and AZ-700
• ITIL 4 Foundation

Physical Requirements

• Ability to sit, stand, and walk for extended periods.
• Ability to lift, push, or pull up to 40 pounds., * Do you have a valid drivers license and reliable car?
• Do you have any MSP (Managed Service Provider) experience?
• Do you live within 30 mins of Newburyport?

Pulled from the full job description

• Mileage reimbursement
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, We believe great people deserve great benefits. Our comprehensive package includes:
• Competitive base salary
• Performance-based bonus pool participation
• Generous Paid Time Off (PTO)
• Comprehensive, high-quality health insurance
• 401(k) with company matching
• Company-paid, approved technical certifications
• Ongoing professional development and career growth opportunities
• Healthy work-life balance
• Opportunity to work alongside a highly skilled team supporting a diverse technology stack across multiple industries

Velonex Technologies fosters an environment that is both challenging and rewarding - fast-paced fun environment with a talented team of smart people who care. Velonex strives to create an atmosphere of teamwork that allows for personal growth and development with a history of great retention and advancement opportunities. We deliver technical excellence manifested in the high quality, reliability, and manageability of client networks.

EEO Statement

Velonex Technologies is an equal opportunity employer.

Our Core Values are who we are and in everything we do, * 401(k) matching

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

As a recipient of the “MSP 501 Award from Channel Futures”, we’re proud to be recognized among the industry’s top managed service providers.