Service Desk Manager

Service Desk ManagerSalary: $65,000-$75,000 base per year, depending on experienceLocation: Brentwood, TN; hybrid options; exact remote days to be confirmedEmployment type: Direct hire, full-time, exemptSummaryCruiTek is seeking a hands-on service desk leader for an IT services client in the Brentwood area. This opportunity brings together people management, daily dispatch and accountability for the support experience. The role reports to the CIO and supports a team handling Tier 1 and Tier 2 client needs.Keep the right work moving to the right technicians while building a team that delivers responsive, dependable service. This is a working management position with day-to-day responsibility for ticket flow, service levels and client satisfaction, rather than a dispatch-only or individual contributor role.Requirements- Three or more years in an MSP or IT service desk environment, including at least two years leading, supervising or managing a team.- Direct experience with technician

Customer Support/Service, RMON, Coaching, Automation, Onboarding, Establish Priorities, Documentation, Customer/Client Research, Microsoft Windows Operating System, Customer Escalations, coaching, workload coordination and client escalations.- Hands-on ownership of SLAs, service desk reporting, and CSAT or comparable customer feedback processes.- Familiarity with PSA/ticketing and remote monitoring/management tools. ConnectWise, Autotask and HaloPSA are examples; the actual client platform is still to be confirmed.- A solid support foundation across Windows, Microsoft 365, Active Directory/Entra ID, endpoint troubleshooting and networking fundamentals.- The ability to prioritize amid interruptions, resolve disagreements constructively and communicate clearly with clients and technical colleagues.Additional strengthsCloud platform experience, Microsoft 365 administration at scale, Intune/Entra ID, service management frameworks, and reporting or workflow automation would be useful. Relevant ITIL, HDI, Microsoft or CompTIA credentials are welcome but are not mandatory qualifications.Responsibilities- Coach technicians, set clear expectations, hold regular development

conversations and performance reviews, and support hiring, onboarding and training.- Plan staffing and coverage, balance workloads, and route incoming tickets according to urgency, technician skills and availability. Reassign work as priorities change and coordinate onsite visits and remote support sessions.- Stay close to queues and escalations, provide dispatch coverage when needed, and keep clients and technical teams informed during urgent or complex issues.- Use service data to improve performance. Measures include response and resolution times, first-contact resolution, aging tickets, backlog and reopened issues. Investigate missed service levels and follow through on corrective actions.- Own the customer feedback loop, including CSAT surveys, follow-up on concerns and improvements informed by recurring feedback. Participate in client reviews when needed.- Work with project, network and security teams on handoffs. Improve knowledge articles, runbooks, ticket documentation, categorization, time recording and communication standards.- Identify useful automation and PSA/RMM improvements, and give leadership clear weekly, monthly and quarterly service reports.Benefits and work expectationsThe position is based in Brentwood, Tennessee, with hybrid options. The number and scheduling of remote days remain to be confirmed. Occasional after-hours or on-call escalation coverage is part of the role. This is a full-time, exempt position in an active service desk environment.Base salary is $65,000-$75,000 depending on experience. The client lists medical, dental and vision benefits, a 401(k) with employer match, paid time off and holidays, and professional development/certification support.CruiTek welcomes qualified applicants. Candidate evaluation will focus on the experience and capabilities relevant to the role.