Who we are:
We are a rapidly expanding, award-winning technology solutions provider in the booming managed services space. Our vision is to be the North American leader in delivering and supporting technology solutions for small and mid-sized businesses, driven by our mission and core values to create a great workplace and company. We have earned top industry recognition for our thought leadership, growth, and workplace culture.

What we are looking for:
As the Service Desk Manager, you'll lead our Reactive team to deliver exceptional client service and operational excellence. Your role is pivotal in maintaining long-term client relationships, ensuring satisfaction, and upholding our company's core values. You'll be a crucial point of contact for client concerns, playing a significant role in enhancing our clients' experience. The ideal candidate will possess excellent communication skills, professionalism, and effective task prioritization and delegation skills.

Key Responsibilities
Client Service:

• Focus on building long-lasting client relationships
• Ensure client satisfaction
• Represent our company well to clients
• Meet service level agreements and response guidelines
• Improve overall customer satisfaction
• Embrace our core values and mission

Daily Required Functions:

• Assist with scheduling and managing Reactive Service tickets
• Review team members' time entries and expense reports
• Monitor team performance against expectations
• Keep our service board organized
• Track key performance indicators (KPIs)
• Exemplify company core values professionally

Reporting:

• Identify clients’ needs and report to vCIO team
• Share client concerns with the management team
• Report KPIs to the Leadership Team
• Participate in regular meetings and report progress

Professional Development:

• Train new hires and identify ongoing training for current staff
• Participate in leadership training
• Assist with growth plans for team members
• Create a motivating work environment
• Join in Customer Service Skills Training
• Be ready to help the team when necessary

Administrative and Supervisory:

• Lead monthly one-on-one meetings with Reactive team members
• Lead weekly and/or daily huddle meetings with Reactive team
• Be accountable for your roles and responsibilities and ensure others do the same
• Create and maintain documentation for all operational procedures
• Engage in employee reviews, providing ongoing coaching and career path development
• Participate in the hiring of technical staff

Success/Expected Results:

• Show alignment with our core values
• Maintain a continuous improvement mindset
• Focus on designing, implementing, and enforcing reactive processes and procedures
• Maintain strong NPS scores
• Keep our service desk efficient
• Meet or exceed ticket response targets
• Staff team appropriately based on data/metrics
• Foster a team spirit of “We love our clients”

What we offer:

• Competitive pay and quarterly bonuses
• Progressive PTO
• Comprehensive benefits
• Tax-deferred retirement plan with company match
• Career Development and Coaching
• Fun work environment