Service Desk Manager

Job description

Description
Our client supports local companies with small or no IT groups by providing support for their desktop maintenance and deployment/upgrade projects and systems monitoring.

Projects include (but aren't limited to) removal of the old hardware, installation of the new hardware and could involve the installation of new peripherals (printers, monitors etc).
We are looking for a Service Delivery Manager.

This person will be in charge of managing the incident process and communicating with external customers.

They will also be in charge of the service desk.

This person will be managing a team of about 10 -12 people.

This includes service desk and the dispatchers.

We are needing this person to have experience managing technical resources and client resources for an MSP.

They also need to have experience using a remote tool within an MSP (ConnectWise is the tool that they have but are open to other tools).

This person also needs to be an expert in managing SLAs.
The customer job description:
Position Summary
The Service Delivery Manager is responsible for leading the daily operations of the service desk team, ensuring exceptional technical support and customer service.

This role involves managing escalations, optimizing resource allocation, and driving continuous improvement in service delivery processes and outcomes.
Key Responsibilities
Team Leadership & Operations
• Direct and oversee daily activities of the service desk and dispatch teams.
• Align team efforts with service desk objectives and individual career development.
• Conduct performance evaluations and mentor junior staff.
• Facilitate regular team meetings and service board reviews.
Customer Service & Issue Resolution
• Act as the primary escalation point for complex customer issues.
• Ensure timely and effective communication with clients regarding issue status and service changes.
• Conduct follow-ups to confirm resolution and customer satisfaction.
• Maintain a deep understanding of customer business goals to ensure service alignment.
Process Optimization & Reporting
• Develop and manage KPIs, dashboards, and reports to monitor team productivity and service quality.
• Identify and implement improvements to enhance service delivery efficiency.
• Maintain and update technical and process documentation.
• Enforce standards and procedures for system consistency.
Technical Collaboration & Risk Management
• Collaborate with technical teams to resolve unresolved issues.
• Lead problem investigations and drive resolution.
• Identify, communicate, and mitigate risks related to service delivery.
• Manage change implementation processes effectively.
Training & Development
• Design and implement training programs for service desk staff.
• Support team development through mentoring and task alignment.
• Complete assigned training in ConnectWise University.
Client Engagement
• Attend client meetings and maintain proactive communication.
• Foster customer satisfaction and strengthen relationships.
Administrative Duties
• Accurately log and approve time and expenses in ConnectWise or designated ticketing software.
• Establish and manage after-hours support rotation and availability.
Qualifications
Education & Experience
• Bachelor’s degree in IT, Computer Science, or related field OR 8+ years of relevant experience.
Certifications (Preferred)
• Microsoft MCP, MCSA, MCSE
• SonicWall CSSA or equivalent firewall certification
• ConnectWise Manage
• RMM and Wireless Platform certifications
Skills & Competencies
• Advanced knowledge of operating systems, business applications, VOIP, Security, Risk Management, and network systems.
• Strong leadership, strategic planning, and cross-functional management skills.
• Excellent communication, organizational, and customer service abilities.
• Proficiency in service delivery tools, dashboards, and metrics.
• Ability to multitask and adapt in a fast-paced environment.
Physical & Other Requirements
• Extended periods of computer use.
• Ability to work in a standard office environment and manage after-hours support.
• Visual and auditory acuity for communication and screen use.
• Reliable transportation for off-hours support.
• Ability to lift up to 50 pounds occasionally.
Skills
Service desk, Service delivery, Customer service, Ticketing system, Windows 10, connectwise, msp, Help desk support, Troubleshooting, Incident management
Top Skills Details
Service desk,Service delivery,Customer service,Ticketing system,Windows 10,connectwise,msp
Additional Skills & Qualifications
Certifications (Preferred)
• Microsoft MCP, MCSA, MCSE
• SonicWall CSSA or equivalent firewall certification
• ConnectWise Manage
• RMM and Wireless Platform certifications
Experience Level
Expert Level
Pay and Benefits
The pay range for this position is $85000.00 - $110000.00/yr.
Eligibility requirements apply to some benefits and may depend on your jobclassification and length of employment.

Benefits are subject to change and may besubject to specific elections, plan, or program terms.

If eligible, the benefitsavailable for this temporary role may include the following:
• Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Asheville,NC.
Application Deadline
This position is anticipated to close on Oct 28, 2025.
h4>About TEKsystems:
We're partners in transformation.

We help clients activate ideas and solutions to take advantage of a new world of opportunity.

We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia.

As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change.

That's the power of true partnership.

TEKsystems is an Allegis Group company.



The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We’re a leading provider of business and technology services.

We accelerate business transformation for our customers.

Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions.

We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed.

We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology.

We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities.

TEKsystems and TEKsystems Global Services are Allegis Group companies.

Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Required Skill Profession

Other General