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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - Managed Services - **Company:** Forward, Inc. - **Location:** St. Louis, MO, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** CompTIA Security+, Issue Tracking Systems, Knowledge Management, Mttr, Information Technology - **Published:** June 29, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=c9510ed1cdcefa1d ## About the Role Do you have a valid Driver's License license?, Do you have experience in Ticketing system technical support?, Do you have a Bachelor's degree?, * Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience) * Minimum seven (7) years of Progressive IT support and service delivery experience. * Minimum three (3) years of leadership experience managing technical support teams. * Minimum three (3) years of experience within a Managed Services Provider (MSP) environment. * Strong technical knowledge of Microsoft environments, networking, cloud platforms, cybersecurity principles, and end-user support. * Experience managing service delivery against defined SLAs and operational KPIs. * Experience with PSA platforms, RMM tools, and service management frameworks., * Relevant certifications (e.g., ITIL, CompTIA A+/Network+, Microsoft, or similar) * ITIL Foundation Certification or higher. * ConnectWise Certifications. * CompTIA Security+. * Microsoft Certifications. * Project Management Professional (PMP). * Experience participating in client-facing executive reviews and strategic planning discussions., * Must be a U.S. Citizen. * Must possess a valid U.S. driver's license with a clean driving record. * Must pass a Missouri State Highway Patrol (MSHP) and federal fingerprint-based background check. * Must complete CJIS training and successfully pass the CJIS certification exam. CORE COMPETENCIES * Leadership and team development * Strong problem-solving and decision-making skills * Excellent communication and customer service orientation * Ability to manage multiple priorities in a fast-paced environment * Process improvement and operational efficiency mindset * Technical troubleshooting expertise across a broad IT landscape KEY PERFORMANCE INDICATORS (KPIs) ## Description The Service Desk Manager is responsible for overseeing the daily operations of the service desk, ensuring high-quality technical support and exceptional customer service for clients. This role leads a team of support technicians, manages service delivery performance, and ensures adherence to SLAs. The Service Desk Manager plays a critical role in maintaining client satisfaction, optimizing support processes, and driving continuous improvement in a fast-paced MSP environment., Service Desk Management * Oversee day-to-day operations of the service desk (headquarters and remote offices), ensuring timely and effective resolution of client issues * Monitor ticket queues, escalation paths, and workload distribution to meet SLA commitments * Ensure consistent delivery of high-quality technical support across all clients * Act as the primary escalation point for complex or high-priority issues * Own the overall performance, quality, and client experience of the Service Desk organization. * Ensure service delivery aligns with company objectives, contractual commitments, and client expectations. * Monitor technician utilization, service delivery efficiency, and resource allocation to maximize operational effectiveness. Team Leadership & Development * Foster a positive, accountable, and customer-focused team culture * Manage staffing levels, scheduling, and resource allocation * Establish performance goals and career development plans for all Service Desk personnel. * Develop future technical leaders through mentoring, coaching, and succession planning. * Promote accountability, collaboration, and a culture of operational excellence. Service Delivery & Performance Management * Track and report on key service desk KPIs (response time, resolution time, SLA compliance, CSAT) * Drive continuous improvement initiatives to enhance service efficiency and quality * Ensure proper documentation of processes, resolutions, and knowledge base articles * Monitor and manage technician utilization, productivity, and operational efficiency metrics. * Identify recurring issues and implement root cause analysis methodologies to reduce ticket volume and improve service quality. * Develop and maintain dashboards and reporting metrics for executive leadership review. Client Experience & Communication * Partner with Account Management and Executive Leadership to maintain strong client relationships. * Participate in Quarterly Business Reviews (QBRs) and client service review meetings as required. * Identify at-risk clients and develop corrective action plans to improve client satisfaction and retention. * Serve as an escalation point for service-related concerns and client communications. Process Improvement and Automation * Implement and maintain ITIL-based service management best practices. * Ensure effective utilization of PSA, RMM, documentation, and automation platforms. * Drive automation initiatives that reduce ticket volume, improve response times, and increase technician efficiency. * Develop, document, and continuously improve operational workflows, escalation procedures, and standard operating procedures. * Establish and maintain a robust knowledge management program. Client Relationship Management * Partner with Account Management and Executive Leadership to maintain strong client relationships. * Participate in Quarterly Business Reviews (QBRs) and client service review meetings as required. * Identify at-risk clients and develop corrective action plans to improve client satisfaction and retention. * Serve as an escalation point for service-related concerns and client communications. Business Operations and Strategic Planning * Contribute to strategic planning initiatives related to managed services growth and scalability. * Provide recommendations regarding staffing, service offerings, technology standards, and operational improvements. * Support budgeting and forecasting activities related to service delivery operations. * Collaborate with leadership on long-term operational planning and continuous service improvement initiatives. Cross-Functional Collaboration * Work closely with NOC, Engineering, and Project teams to resolve issues and support client environments * Assist in onboarding new clients, ensuring smooth transitions to support services * Provide input on service improvements, tooling, and technology standards, Service Delivery Metrics * SLA Compliance * Mean Time to Resolution (MTTR) * First Contact Resolution Rate * Ticket Backlog and Aging Metrics * Escalation Rate Customer Success Metrics * Customer Satisfaction (CSAT) * Client Retention Rate * Client Escalation Resolution Effectiveness * Quarterly Business Review Outcomes Operational Metrics * Technician Utilization * Technician Productivity * Knowledge Base Adoption * Automation Impact Metrics * Operational Efficiency Improvements Business Metrics * Service Delivery Gross Margin Contribution * Resource Capacity Utilization * Employee Retention and Team Development * Achievement of Strategic Operational Goals Work Environment * In-office work environment at our St. Louis, MO office * May require participation in on-call events for escalations * Fast-paced MSP environment supporting multiple clients and industries ## Related Videos - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [Same Tower, New Confusion: The Tower of Babel 2.0](https://www.wearedevelopers.com/videos/100101-same-tower-new-confusion-the-tower-of-babel-2-0) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [How to be balanced in a software development team](https://www.wearedevelopers.com/videos/66-how-to-be-balanced-in-a-software-development-team) - [Cracking the Code to Tech Team Satisfaction](https://www.wearedevelopers.com/videos/1504-cracking-the-code-to-tech-team-satisfaction) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Should Tech Managers Be Developers First? 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