Key Responsibilities
Operational Leadership: Directly manage day‑to‑day service desk functions, including ticket queues, shift rostering, real‑time SLA monitoring, and incident prioritization for a 15+ person team—ensuring 95%+ first‑contact resolution and minimal escalations.
Team Performance & Hands‑On Oversight: Conduct daily stand‑ups, one‑on‑ones, and performance interventions; handle escalations personally when needed, while delegating routine tasks to leads without losing operational control.
Lead the service desk strategy, including capacity planning, budgeting, technology roadmaps and out of hours service.
Drive continuous improvement: analyze trends, implement automation (e.g., Power Automate workflows), and optimize costs.
Mentor Service Desk staff, oversee hiring/recruitment, and develop succession plans.
Collaborate with IT Sales on service catalogs, disaster recovery and other customer offers.
Report on advanced metrics to senior management and our customers (e.g., SLA Metrics) via standard reporting and QBRs.
Champion a high‑performance culture through KPIs, gamification, and professional development programs.
Oversee workshop operations, driving process, resource, and service‑quality improvements through data‑driven insights and collaborative implementation.
Required Skills and Qualifications
10+ years in IT support, with 5+ years in management—including proven ability to operationally run a busy service desk under pressure.
Expertise in IT service management frameworks (ITIL v4 Practitioner preferred).
Hands‑on proficiency with PSA platforms (Autotask, Kaseya, Datto RMM) for operational dashboards and ticket triage.
Skilled across Microsoft technologies and core networking solutions.
Proven track record in process transformation, stakeholder and vendor management, and maintaining 24/7 operational resilience.
Excellent communication skills.
Team Culture
Invests in you—with paid certifications, continuous training, and real career progression.
Puts people first—building long‑term relationships that make customers feel supported and valued.
Drives innovation—embracing new ideas, tools, and technologies to solve real‑world challenges.
Delivers impact—through projects that shape industries and help clients do their best work.
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