IT Managed Services Service Desk Manager

About BIT Insight Group

The BIT Insight Group is a cloud-based IT support company dedicated 24/7 support to providing innovative, reliable, and scalable IT solutions for businesses of all sizes. Our team works with diverse clients to ensure their IT infrastructure, cloud environments, and applications run smoothly, securely, and with scalability.

Role Overview

Our IT Managed Services Department is seeking a motivated and experienced Service Desk Manager to take operational ownership of our Tier 1/2 service desk across managed client accounts. You will support SLA performance, lead a team of technicians, and serve as a reliable point of contact for client stakeholders. This role is ideal for a candidate who has strong technical support roots, is stepping confidently into people management, and is eager to grow within an MSP environment long-term.

Key Responsibilities

Team Leadership & Development

• Lead, mentor, and hold accountable a team of 5–10 service desk technicians across tiers and shifts
• Conduct structured 1:1s, performance reviews, and skills coaching sessions
• Own shift scheduling, on-call rotations, and coverage planning to maintain service availability Monday - Friday, 8:30 AM–5 PM ET
• Build technician career paths and drive participation in certification programs

Client Satisfaction & Account Management

• Act as the primary escalation contact for managed service clients — responsive, professional, and solution-focused
• Lead and prepare content for Quarterly Business Reviews (QBRs) with client stakeholders on as-needed basis
• Proactively surface client risks, communicate issues with full transparency, and own resolution follow-through
• Cultivate trusted advisor relationships across all assigned accounts

Service Delivery & SLA Compliance

• Own SLA/OLA adherence across all client accounts and incident priority tiers
• Monitor live ticket queues and dashboards; identify bottlenecks and drive resolution velocity
• Manage P1/P2 escalation paths and coordinate cross-team response during major incidents
• Maintain and enforce ticket documentation standards and knowledge base quality

Operations, Reporting & Process Improvement

• Define, track, and report KPIs: MTTR, FCR rate, CSAT, ticket volume, backlog aging, and SLA attainment
• Identify systemic issues and partner with engineering teams on root cause analysis and elimination
• Champion ITIL-aligned process improvements and operational maturity initiatives
• Administer and optimize ITSM tooling (Atera, ServiceNow, or new tool equivalent)
• Support new client onboarding by collaborating with sales and account management on service scoping

Required Qualifications

• 3–5 years of IT service desk or technical support experience, with 1–2 years in a supervisory or team lead role (a plus)
• Direct, hands-on experience in a Managed Services Provider (MSP) environment — required
• Demonstrated success managing multi-client support environments with competing SLA obligations
• ITIL Foundation certification (v4 preferred); strong working knowledge of ITIL frameworks
• Proficiency with ITSM/PSA tools
• Excellent written and verbal communication; comfortable presenting to both technical and executive audiences
• Available and committed to Monday – Friday, 8:30 AM – 5:00 PM Eastern Time throughout the engagement
• Authorized to work as a 1099 independent contractor in the United States

Qualifications and Certifications

• Educated in Information Technology or related field (or equivalent experience)
• HDI Support Center Manager (SCM), CompTIA (A+/Network+/Security+), or Microsoft certifications
• Experience supporting clients in regulated industries (HIPAA, SOC 2, PCI-DSS)
• Familiarity with RMM platforms
• Working knowledge of Microsoft 365, Azure AD, and endpoint management (Intune/Autopilot)
• Background in workforce management or structured scheduling in a 24/7 or extended-hours environment

Pay: $28.00 - $33.00 per hour

Work Location: Remote