Service Desk Manager

Do you like fast-paced, ever-changing challenges, a diverse technical environment and want to provide the highest-level service to each of our clients? Want to work for a company awarded the "MSP-501 Award from Channel Futures"? Then you may be one of us. We want you to come and join our team!

If you are a skilled Service Desk Manager, we have a spot for you. You would be responsible for providing technical assistance and support related to computer systems, hardware, software, applications, and cloud technology (primarily Office 365 and other Office Products). Responsible for operational execution across the service desk, including SLA adherence, ticket hygiene, escalation management, client experience, engineer development, utilization, backlog control, and continuous improvement. This position is in office with occasional on-site visits to clients. Travel mileage is reimbursed.

Summary of duties and responsibilities (not comprehensive of all tasks):

1. Own the client experience delivered by the service desk, ensuring communication is timely, clear, professional, and consistent with company standards.

2. Monitor client-impacting issues, escalations, VIP concerns, and service trends, including early warning signs such as aging tickets, repeat follow-ups, and unresolved escalations.

3. Ensure escalations include complete troubleshooting history, business impact, current blocker, recommended next steps, and root cause analysis upon resolution.

4. Manage daily service desk operations. Ticket flow, queue health, backlog, assignment discipline, and escalation oversight. Ensuring tickets are triaged, prioritized, and worked to standard.

5. Monitor SLA compliance, Active Working time, MTTR, FCR, ticket aging, reassignment rate, reopened tickets, and utilization; maintain visibility into stale, urgent, and management-attention tickets.

6. Identify recurring service delivery issues and lead improvements to SOPs, workflows, escalation paths, and client communication templates to reduce noise, rework, and repeat incidents.

7. Strong understanding of MSP service desk operations, ticket lifecycles, escalation models, and SLA management, including the understanding of technical concepts in the Support Analyst through Systems Support Engineer role expectations.

8. Participate in after-hours escalation or management support as required.

· 3+ years of Networking - TCP/IP, DNS, DHCP, Routing, VPN, Firewalls, and Wireless networks.

· A listener who is customer-oriented and attentive to their needs.

· 5+ years of hands-on experience in an IT support role, with at least 2 years in an MSP.

· Previously managed a technical team of 5 +.

· Proven ability to troubleshoot hardware, software, and network issues quickly and effectively.

· 2+ years of experience working in a corporate environment

What will give you a competitive edge (preferred qualifications):

· Strong networking knowledge, including firewalls, routers, switches, VLANs, site-to-site VPNs, and network segmentation (preferred vendors: Fortinet, Meraki, Datto, & Cisco).

· Expertise in virtualization technologies (VMware vSphere, Microsoft Hyper-V) - installation, configuration, and performance tuning.

· Proficiency with Microsoft Azure services including Azure AD, VM provisioning, storage, networking, and hybrid configurations.

· Experience with RMM and PSA tools commonly used in MSPs (e.g., NinjaOne, ConnectWise, Datto RMM, N-able, Autotask).

· Advanced troubleshooting skills to handle escalations from Level 1 and 2 engineers across a wide range of client environments.

· Working knowledge of cybersecurity best practices, including patch management, MFA, endpoint protection, and compliance (e.g., Cyber Essentials, ISO27001).

Certifications (preferred not required):

· Fortinet NSE 1-2

· Microsoft AB-900, AZ-900, SC-900

· ITIL 4 Foundation

· Fortinet FCP - NSE 4 + 1 x NSE 5

· Microsoft SC-300, MS-102, SC-200, AZ-700

Physical Requirements:

· Stand/sit/walk for extended periods of time.

· Ability to lift/push/pull 40 lbs., * Do you live within 30 mins of New Orleans?

• Do you have a valid drivers license and reliable car?
• Do you have any MSP (Managed Service Provider) experience?

Pulled from the full job description

• Travel reimbursement
• Health insurance
• 401(k) matching
• Paid time off
• Opportunities for advancement, * 401(k) matching
• Health insurance
• Paid time off

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.