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# Service Desk Manager

- **Company:** CRUITEK, LLC
- **Location:** Brentwood, TN, United States
- **Experience:** Experienced
- **Salary:** $65,000 - $75,000
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Cloud Computing Security, Networking Basics, Power BI, Runbook, Information Technology, Workday
- **Published:** November 13, 2026
- **Apply:** https://www.careerbuilder.com/job-details/service-desk-manager-brentwood-tn--595f6ead-bde0-4e97-ac0e-02826d8acb7e

## About the Role

* 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.

## Description

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.