Service Desk Manager

CruiTek is recruiting a working service desk manager for a managed IT services team. Expect to spend about 80% of your time leading Tier 1 and Tier 2 support and 20% managing internal and client IT projects. You’ll report to the CIO and work closely with engineering and account teams., * Coach technicians, run one-on-ones and performance reviews, and help hire and onboard staff. Plan coverage, balance workloads and oversee ticket triage and escalations.

• Track SLA performance, customer feedback, ticket aging and backlog. Report trends, address recurring issues and improve runbooks, workflows and automation.
• Lead onboardings, migrations, rollouts and refreshes. Set scope, milestones and staffing, track budgets and risks, and coordinate delivery with engineering and clients.
• Bring service performance data to client business reviews and technology planning conversations.

• At least three years in IT service desk or help desk work, including two or more years leading or managing technicians.
• Experience supporting multiple clients at an MSP or in a comparable environment, including hands-on use of a PSA or ticketing platform.
• Experience owning service levels, team performance metrics and customer satisfaction, and managing IT projects from planning through completion.
• Technical foundation in Windows, Microsoft 365, Active Directory or Entra ID, endpoints, networking fundamentals and remote monitoring and management tools.
• Strong coaching, client communication and conflict resolution skills. Able to work onsite every workday in Brentwood.
• Helpful experience includes cloud platforms and migrations, identity or cloud security, Power BI, security and compliance frameworks, and relevant IT or project management certifications.

Base salary at conversion: $65,000-$75,000 per year, depending on experience Brentwood, TN | Onsite every workday Full-time | Contract-to-hire, Regular full-time employee benefits include health, dental, and vision insurance, 401(k) with company match, vacation accrual, paid personal or sick days, and paid holidays, subject to eligibility and the introductory period.