Director of Service Desk

Service Desk Operations Leadership:

• Own end-to-end operation of the service desk: ticket intake, triage, tiered escalation, and resolution.
• Set and manage SLAs/SLOs for response and resolution times across severity levels.
• Build the staffing model, shift coverage, and on-call/after-hours support structure.

MSP Toolset Process:

• Own and optimize the core MSP toolset: PSA (ConnectWise or similar), RMM (e.g., NinjaOne, Datto, Kaseya), and remote support tools.
• Standardize processes for onboarding new clients and devices into managed support.
• Partner with the security team to ensure service desk processes support security controls.

Team Management Development:

• Hire, train, and manage service desk technicians and engineers as the team grows.
• Build career pathing and technical training programs.
• Set performance expectations and conduct regular coaching and quality review.