Manager, Enterprise Service Desk (Tier 1)

📋 Description

• Manage, coach, and support the Tier 1 service desk staff to maximize operational readiness and
• Oversee the onboarding process for new hires and coordinate continuous technical and
• Conduct structured performance reviews, lead daily operational huddles, and resolve internal
• Design, implement, and maintain multi-shift team schedules
• Monitor KPIs and SLAs to ensure team performance targets are met
• Conduct ticket, phone call, and live chat evaluations for quality assurance

🎯 Requirements

• Bachelor's degree preferred, or equivalent combination of education and experience
• ITIL certification or equivalent service management qualification required
• 5+ years of experience in IT service delivery or technical customer support, with at least 2-3
• Experience in MSP, healthcare, financial services, or complex client-facing support environment

🎁 Benefits

• Exposure to a diverse array of technologies
• Part of a team of experienced technicians that aim to deliver exceptional services
• Competitive compensation
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Opportunities to further technical education through Employee Certification Program
• Positive, friendly, supportive office environment