Job Opportunities API

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. WORK ENVIRONMENT •    In-office work environment at our St. Louis, MO office (Re-location assistance is not provided) •    May require participation in on-call events for escalations •    Fast-paced MSP environment supporting multiple clients and industries 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 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