Title: Service Desk Manager
Employment Type: Full-Time, Onsite – Bellevue, WA
Pay Rate Range: 120K – 150K
BENEFITS: Medical, Dental, and Vision insurance, 401k, sick leave, and employee assistance program. PTO, paid holidays, and legal insurance.
ROLE & RESPONSIBILITIES
- We are seeking a Service Desk Manager with previous MSP experience who will be focused on leading service desk operations within an MSP environment
- Lead, mentor, and develop the Service Desk team, ensuring high-quality support and timely resolution of tickets and escalations.
- Manage day-to-day service desk operations in an MSP environment, ensuring SLAs are consistently met or exceeded.
- Oversee ITIL-based service management processes, including ticket tracking, performance metrics, and knowledge base development.
- Serve as the primary point of escalation for complex technical issues and client concerns.
- Implement process improvements and automation to increase efficiency, reduce response times, and improve customer satisfaction.
- Partner with internal teams and vendors to manage client environments and deliver reliable IT services.
- Coordinate infrastructure refreshes, migrations, and end-user technology rollouts.
- Manage vendor relationships, contracts, and service agreements to ensure cost-effective and high-quality service delivery.
- Assist in IT budgeting, resource planning, and strategic roadmap development for service desk growth.
- Foster a customer-focused culture within the IT support team, aligning service delivery with business and client needs.
ESSENTIAL QUALIFICATIONS
- 8+ years of IT experience, including 5+ years managing service desk or IT support operations within an MSP.
- Proven ability to lead and grow technical teams in a fast-paced, client-focused environment.
- Strong knowledge of ITIL practices, ticketing systems (e.g., JIRA, ServiceNow), and service desk metrics.
- Hands-on experience with Microsoft 365, Active Directory, Azure AD, and common endpoint management tools.
- Experience managing infrastructure upgrades, migrations, and multi-site IT environments.
- Excellent leadership, communication, and client-facing skills.
- Strong background in vendor management, budgeting, and MSP service delivery models.
BONUS QUALIFICATIONS
- ITIL certification
- CompTIA A+, Network+, or equivalent certifications
- Experience with service desk automation and reporting tools
- Background in project management or service delivery leadership
WHY AVERRO?
Averro is an equal opportunity employer, and we are committed to diversity, equity, and inclusion in the workplace. All qualified applicants will receive consideration for employment, regardless of criminal histories, consistent with legal obligations. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
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