Service Desk Manager

Forward Slash Technology is a St. Louis-based provider of Cyber Security, Managed Services, and Information Technology solutions.

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.
KEY RESPONSIBILITIES

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

REQUIRED QUALIFICATIONS 
•    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.

PREFERRED QUALIFICATIONS
•    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.

EMPLOYMENT REQUIREMENTS
•    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)

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
Why Join Us
•    Opportunity to lead a critical function within a growing MSP
•    Exposure to diverse client environments and advanced technologies
•    Collaborative, team-oriented culture focused on innovation and service excellence
•    Competitive compensation, benefits, and career growth opportunities