At Huzzle, we are seeking an IT Service Desk Manager to lead the delivery of technical support across multiple client environments within a Managed Services framework. This operational and strategic role will manage a multi-tiered team, ensuring SLA compliance and driving continuous service improvement.
What You'll Do
- Lead, mentor, and develop a multi-tiered service desk team (Level 1–3).
- Oversee staffing schedules to ensure 24/7 coverage as required.
- Conduct performance reviews, identify training needs, and promote career growth.
- Manage day-to-day service desk operations across multiple clients.
- Ensure compliance with SLAs, KPIs, and contractual obligations.
- Oversee ticket lifecycle management (incident, request, and problem) within ITSM tools.
- Coordinate with Engineers, NOC, and project teams for efficient resolution.
- Serve as the technical escalation point for Microsoft 365 and Azure-related issues.
- Act as a key point of contact for clients regarding service performance and escalations.
- Conduct regular service review meetings, presenting key metrics and improvement plans.
- Implement ITIL-based best practices for service management and documentation.
- Lead root cause analyses and corrective action initiatives for recurring issues.
- Monitor and report on SLA compliance, response times, backlog, and CSAT.
- Develop weekly/monthly reports for leadership and client stakeholders.
- Leverage analytics to identify trends, bottlenecks, and optimization opportunities.
- Administer and optimize MSP tools, including RMM, PSA, and ITSM systems (Autotask, Datto, ConnectWise, N-able, Kaseya).
- Ensure effective tool integrations, automation workflows, and alerting mechanisms.
- Collaborate with the technical team to maintain secure, stable client environments.
What We're Looking For
- Bachelor’s degree in IT, Computer Science, or equivalent experience.
- 5+ years of experience in IT service desk or technical support, preferably in MSP environments.
- 2+ years of leadership experience managing multi-client technical teams.
- Proven track record of managing SLA-driven service delivery.
- Strong leadership and team development skills.
- Excellent communication and conflict-resolution abilities.
- Deep understanding of MSP operations, SLA management, and client reporting.
- Proficiency in PSA and RMM tools (Autotask, ConnectWise, or N-able).
- Exceptional organization and prioritization skills.
- Analytical mindset and problem-solving orientation.
Nice to Have
- ITIL Foundation or higher certification.
- CompTIA Network+, A+, or Microsoft certifications.
- Experience implementing or managing ITSM frameworks and automation workflows.
Technical Stack
- Microsoft 365
- Azure
- Autotask
- Datto
- ConnectWise
- N-able
- Kaseya
Team & Environment
You will manage a multi-tiered service desk team (Level 1–3) and coordinate with Engineers, NOC, and project teams.
Benefits & Compensation
- Competitive salary based on skillset and experience.
- Fully remote work from anywhere with flexible scheduling.
- High-impact leadership role managing a global technical support operation.
- Career growth opportunity to transition into Director of Service Delivery or VP-level positions.
- Collaborative culture working with a skilled, international technical team.
- Continuous learning with access to certifications, training programs, and mentorship.
Work Mode
This is a fully remote, global position.
Huzzle is an equal opportunity employer.
