IT Service Desk Manager

About HuzzleAt Huzzle, we connect high-performing B2B sales professionals with global companies across the UK, US, Canada, Europe, and Australia. Our clients include startups, digital agencies, and tech platforms in industries like SaaS, MarTech, FinTech, and EdTech. We match top sales talent to full-time remote roles where they're hired directly into client teams and provided ongoing support by Huzzle.Role Type: Full-timeEngagement: Independent Contractor About The CompanyOur client is a leading Managed Service Provider (MSP) that delivers enterprise-grade IT solutions, cloud infrastructure, and technical support to businesses across North America and Europe. Their mission is to ensure seamless IT operations for clients through proactive service management, technical excellence, and a customer-first mindset.The company fosters a collaborative, results-driven culture where innovation, accountability, and growth are core values. Joining this team means becoming part of a forward-thinking global organisation that values both people and performance.Position SummaryThe Service Desk Manager will oversee the delivery of world-class technical support across multiple client environments within a Managed Services framework. This role is both operational and strategic, responsible for managing a multi-tiered service desk team, ensuring SLA compliance, and driving continuous service improvement.Key ResponsibilitiesLeadership & Team Management 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. Service Delivery & Operations 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. Technical Leadership Serve as the technical escalation point for Microsoft 365 and Azure-related issues. Client Relationship Management 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. Process & Quality Improvement Implement ITIL-based best practices for service management and documentation. Lead root cause analyses and corrective action initiatives for recurring issues. Reporting & Metrics 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. Tools & Technology 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. RequirementsEducation & Experience 🎓 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 deliverySkills & Competencies 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. Preferred Certifications ⭐ ITIL Foundation or higher certification. ⭐ CompTIA Network+, A+, or Microsoft certifications. ⭐ Experience implementing or managing ITSM frameworks and automation workflowsBenefits💰 Competitive salary: Based on skillset and experience🌎 Fully remote: Work from anywhere with flexible scheduling.🚀 High-impact leadership role: Manage a global technical support operation.📈 Career growth: Opportunity to transition into Director of Service Delivery or VP-level positions.🤝 Collaborative culture: Work with a skilled, international technical team.🧠 Continuous learning: Access to certifications, training programs, and mentorship.