Job Description
Are you a Service Desk leader ready to make your mark in a rapidly scaling MSP with bold ambitions? This is your opportunity to step into a transformational leadership role—shaping process, culture, and performance across a fast-paced IT support operation.
💼 The Role
This is more than just a management role. You’ll take ownership of a growing service desk team, currently 15 strong, supporting 500–600 clients across three office locations. You'll be pivotal in scaling, refining, and evolving service delivery standards while embedding a performance-led culture across the desk.
You’ll report into the senior leadership team, work directly with the board and company owners, and collaborate closely with HR to shape the future of IT support across the business.
🔧 Responsibilities
1. Drive performance, KPIs, and SLA compliance through effective leadership and accountability
2. Manage, mentor, and develop a high-performing team of Service Desk Engineers
3. Lead initiatives to improve ticket allocation, response times, and first-time fix rates
4. Build out and enhance the ConnectWise PSA system for improved tracking and reportin...