The Service Desk Manager is responsible for the operational performance of the 24x7 Service Desk, ensuring efficient ticket intake, triage, routing, and resolution of Tier I and defined Tier II support. This role is accountable for queue health, SLA performance, alert response, and customer experience, while partnering with Managed Services Engineering (MSE), Critical Infrastructure Operations (CI-Ops), and Lunavi Cloud Platform (LCP) teams for escalation and resolution.

The Service Desk Manager ensures that support operations are consistent, scalable, and aligned to service delivery standards across all managed services.

This position reports to the Director of Managed Services and Engineering.

Service Ownership Alignment

Service Desk:

• Ticket intake, triage, and routing
• Alert response and initial investigation
• Tier I and defined Tier II resolution

Managed Services Engineering (MSE):

• Azure managed services and escalated workload support

Lunavi Cloud Platform (LCP):

• Platform infrastructure (VMware, storage, etc.)

Critical Infrastructure Operations (CI-Ops):

• Datacenter activities

Primary Role and Responsibilities

Operational Leadership:

• Provide daily leadership and direction for 24x7 Service Desk operations
• Manage staffing, scheduling, and workload distribution across all shifts
• Ensure consistent execution of support processes and standards

Queue & Ticket Management (CRITICAL FUNCTION):

• Own overall queue health, including:
• Unassigned tickets
• Ticket backlog and aging
• Routing accuracy and ticket classification
• Ensure proper ticket ownership, updates, and closure quality
• Establish and enforce first-response standards

Alert & Monitoring Operations:

• Own Service Desk response to monitoring and alerting systems
• Ensure alerts are: Triaged and validated, and resolved or escalated appropriately
• Partner with MSE, CI-Ops and LCP to reduce alert noise and improve signal quality

Escalation & Cross-Team Coordination:

• Ensure proper escalation discipline between Service Desk, MSE, CI-Ops, and LCP
• Identify recurring issues and escalate trends for resolution
• Collaborate with engineering teams to improve service delivery workflows

Process & Continuous Improvement:

• Develop and maintain runbooks, workflows, and documentation
• Identify opportunities to reduce manual work and improve efficiency
• Drive standardization across support processes

Training & Team Development:

• Develop onboarding and training programs for Service Desk staff
• Ensure team members are trained on tools, processes, and runbooks
• Create development plans aligned to career growth (Sys Admin ? Engineer)

Performance Management & Reporting:

• Establish and maintain operational KPIs, including: SLA adherence; first response time; ticket backlog and aging; routing accuracy; alert volume and repeat incidents
• Provide regular reporting to leadership with insights and improvement recommendations
• Manage performance reviews, coaching, hiring, and disciplinary actions

Customer Experience:

• Ensure high-quality communication and customer updates
• Drive consistent service delivery aligned to SLA expectations
• Promote a customer-first culture across the Service Desk

• 3–7 years of experience in Service Desk, NOC, or IT support operations
• 2+ years of leadership or team management experience
• Experience managing 24x7 support environments
• Strong understanding of ticket-based support operations and SLA management
• Experience with ticketing systems (Autotask preferred)
• Familiarity with ITIL or service management frameworks
• Strong communication, leadership, and organizational skills

Preferred Skills

• Experience supporting cloud environments (Azure preferred)
• Familiarity with monitoring and alerting platforms
• Experience supporting Windows Server environments
• Exposure to networking and infrastructure concepts
• ITIL certification or equivalent experience

Success Metrics

Success in this role will be measured by:

• Reduction in unassigned tickets and backlog
• Improved ticket routing accuracy
• Improved SLA adherence and response times
• Reduction in repeat alerts and ticket noise
• Increased ticket ownership and resolution quality
• Improved customer satisfaction