Service Desk Manager

Reports to: Service Operations Manager Location: West Chester, OH (On-site) Is this position eligible for bonus or commission - Bonus eligible based on company performance, No commission

The Service Desk Manager leads KiZAN’s front-line support organization with primary accountability for people leadership, service performance, and data-driven improvement. This role develops Tier I and Tier II engineers, maintains healthy ticket flow and service levels, and uses operational data to identify trends, risks, and coachingopportunities. A strong technical background is required to understand ticket quality, assess troubleshooting progress, and ensure issues are escalated to the right technical resources.

Responsibilities :

Establish and maintain a consistent management cadence, including regular one-on-ones, team communication, coaching, feedback, career development, and follow-through on commitments. Own daily Service Desk performance, including contractual Response SLA and internal SLO results, CSAT, queue health, backlog and ticket aging, scheduling, staffing coverage, workload balance, and recurring operational issues. Lead recurring Service Desk performance reviews using ConnectWise, BrightGauge, and related reporting tools; document owners, action items, timelines, and follow-through. Translate operational data into clear recommendations regarding service risk, capacity, staffing, and continuous-improvement priorities. Provide leadership oversight for complex or sensitive issues, ensuring tickets are properly triaged, documented, escalated, and assigned. Use technical knowledge to evaluate troubleshooting progress and escalation quality without serving as the primary Tier III resolver. Partner with CSMs, Escalation Engineers, and consulting/project teams to maintain smooth handoffs and consistent client communication. Identify recurring service issues and lead measurable improvements in ticket flow, documentation quality, escalation consistency, backlog health, and client experience. Identify capacity, coverage, and skill gaps and recommend staffing, training, cross-training, or process changes to address operational risk. Support client and engineer onboarding and maintain SOPs, runbooks, documentation standards, quality reviews, training, and knowledge sharing.

Customer Support/Service, Customer Support/Service, Operations Management, Leadership, Trend Analysis, Health Maintenance, Process Improvement, Identify Issues, Risk Analysis, Risk, 5+ years of IT Service Management or Managed Services experience, including 2+ years in a people leadership role. Demonstrated success coaching technical teams, managing performance, building accountability, and maintaining a consistent management cadence. Demonstrated experience independently managing Service Desk operations and driving measurable service improvements. Experience leading recurring operational reviews and communicating performance, risks, and recommendations to senior leadership. Experience identifying staffing, capacity, and skill gaps using operational data. Ability to translate technical and operational information into clear business impact and action plans. Working knowledge of Microsoft 365, Azure, Active Directory / Entra ID, and Intune sufficient to understand issues and support escalation decisions. Experience with PSA, reporting, and documentation platforms such as ConnectWise Manage, BrightGauge, and IT Glue. Working knowledge of ITIL, incident management, SLA tracking, and service escalation processes, with strong communication and conflict-resolution skills.

Preferred Skills & Abilities

ITIL certification or formal IT Service Management training. Experience managing a Service Desk within a Managed Services Provider environment. Experience with ConnectWise Manage, BrightGauge, and IT Glue. Experience presenting operational performance, risks, and recommendations to leadership. Experience with workforce planning, capacity management, and technical career development.

Health & Wellness: Comprehensive medical, dental, and vision coverage. Future-Ready Retirement: Employer-sponsored 401(k) with company contributions. Security & Protection: Company-paid life insurance and disability coverage. Generous PTO: Ample vacation, 8 paid holidays, and a floating holiday. Professional Growth: Access to cutting-edge technologies, certifications, and career development through Microsoft partnerships.

At KiZAN, we don’t just deliver technology-we transform it into a strategic advantage. As a premier Microsoft Gold Partner and elite provider of Professional and Managed Services, we empower regional, national, and global enterprises to innovate, connect, and thrive. Excellence isn’t optional here, it’s our standard. Joining KiZAN means stepping into a culture of collaboration, influence, and impact. Here, you don’t just support leadership, you help shape the future