Service Desk Manager

About the Role

Moonshot Solutions is seeking a Service Desk Manager to lead and mature our service desk operations. This role is responsible for the day-to-day leadership, performance, and continuous improvement of our reactive support services, ensuring predictable, secure, and high quality service delivery.

The Service Desk Manager plays a critical role in delivering exceptional client experience while protecting proactive strategy, project work, and long term client success.

What You’ll Do

Service Desk Leadership & Operations

• Own the execution of all reactive support services (incidents, service requests, escalations)
• Ensure tickets are logged, prioritized, documented, and resolved in line with SLAs
• Maintain clear escalation paths and resolution ownership across support tiers
• Protect scope boundaries between reactive service, proactive service, and project work

Process & Continuous Improvement

• Implement and enforce standardized service desk processes based on industry standards
• Ensure consistent workflows for intake, triage, escalation, and ticket closure
• Continuously improve procedures to reduce inefficiency, rework, and variability
• Ensure adherence to documentation, security, and compliance standards

People Management

• Lead, coach, and develop service desk staff through structured performance management
• Conduct regular one-on-ones, reviews, and skills assessments
• Establish accountability for ticket quality, communication, and professionalism
• Foster a culture of ownership, collaboration, and improvement

Metrics & Reporting

• Track and report on service desk KPIs, including:
• SLA compliance
• Average Resolution Time (in Hrs, for incidents)
• Average Response Time (in Hrs, on Incidents)
• Same Day Resolution %
• Same Day Response %
• Ticket backlog and aging
• Client satisfaction (CSAT)
• Analyze trends and provide actionable insights to leadership

Client Experience & Escalations

• Ensure all client interactions are professional, clear, and timely
• Manage client escalations with urgency and discretion
• Partner with leadership, vCIOs, and TAMs to resolve recurring issues

Cross Functional Collaboration

• Work closely with vCIOs and TAMs to reduce reactive noise
• Coordinate with project teams on handoffs and post project support
• Partner with security teams on incident response and remediation
• Identify issues suitable for root cause remediation or project work

What We’re Looking For

Experience

• 5+ years in MSP or IT service delivery environments
• 2+ years in a supervisory or management role
• Strong understanding of SLAs and priority based support models
• Experience with PSA/ticketing tools (ConnectWise, HaloPSA, Autotask, or similar)

Technical Foundation

• Broad knowledge of Microsoft 365, endpoint management, networking, and security
• Comfort operating in a security first service environment

Leadership Skills

• Proven ability to lead teams with clarity and accountability
• Strong communication, coaching, and conflict resolution skills
• Calm, professional approach in high pressure situations
• Process driven mindset with a focus on operational excellence

Service Delivery Approach

• Clear understanding of reactive vs. proactive vs. project work
• Commitment to predictable, process driven service delivery
• Focus on continuous improvement and client trust

How Success Is Measured

• SLA compliance and service predictability
• Reduced ticket backlog and rework
• Improved client satisfaction
• Consistent technician performance and accountability
• Clear, actionable reporting for leadership