Service Desk Manager

Service Manager – Join the Fun at BCS

Are you the calm in the chaos? The kind of person who can keep a service desk humming, clients happy, and technicians motivated — all without breaking a sweat (or at least without letting anyone see it)? If you’re passionate about delivering top-tier IT support, driving operational excellence, and leading a team that’s as sharp as they are fun, then keep reading — you might be exactly who we’re looking for.

Who We Are

We’re BCS IS|IT, a leading IT solutions provider serving small and midsize businesses across the Midwest. We design, build, and manage technology that helps our clients focus on what they do best — while we handle the rest.

We’re a team of driven, smart, and slightly quirky professionals who work hard, play hard, and live by a simple rule: no egos, no a$$holes, no exceptions. We believe in collaboration, growth, and always doing right by our clients and our teammates.

What We Need

The Service Manager is the bridge between our clients and our technical service teams. You’ll oversee the managed services lifecycle, keep things running smoothly, and make sure we deliver on our promise of an amazing client experience — every single day.

You’ll own the good, the bad, and the “we’re working on it” moments — because at BCS, leaders lead.

Day-to-Day You’ll:

· Keep a pulse on all things service delivery — making sure we’re hitting SLAs, maintaining quality, and proactively spotting trends before they become problems.

· Lead incident and problem management, jumping in when needed and making sure our team learns and improves from every issue.

· Coordinate changes across client environments with minimal disruption and maximum communication.

· Drive continuous improvement — automation, process refinements, and better ways to serve our clients.

· Collaborate with Professional Services, Technology Alignment, and Application Management teams to balance resources and deliver exceptional outcomes.

· Build real relationships with clients — conducting regular service reviews, discussing what’s working, and planning what’s next.

· Manage and mentor the service delivery team (Triage, Customer Leads, etc.) to ensure consistent, high-quality support.

· Track and report on key metrics (response times, utilization, customer satisfaction, etc.) to keep leadership informed and drive accountability.

· Own the financial health of your accounts — ensuring service profitability aligns with value delivered.

· Jump into the trenches when needed — whether that means helping triage tickets, firefighting, or supporting the front line when the unexpected hits.

Who You Are

· You’ve got 2 years in IT Service Leadership, ideally in a Managed Services Provider (MSP) environment.

· You understand infrastructure, networking, cloud, and security well enough to guide your team and talk business impact with clients.

· You communicate like a pro — written, verbal, or on-the-fly. You can turn “tech speak” into business language without losing meaning.

· You thrive under pressure, lead with empathy, and know how to turn chaos into order.

· You’ve used tools like ConnectWise Manage, IT Glue, and Kaseya VSA — or you’re confident you can pick them up fast.

· Bonus points for experience with Kaseya VSA X, service desk automation, or relevant certs (CompTIA, Microsoft, Cisco).

What We Offer

· Growth that’s real. We promote from within and give you the runway to level up your skills and career.

· Competitive pay and a benefits package that includes health, dental, vision, 401(k), Disability, Life Insurance and PTO that encourages actual time off.

· Hybrid work options with a majority in our office but occasional remote work and client visits

· A culture you’ll love — open communication, teamwork, and a genuine focus on doing things right.

· A fun and rewarding environment where your work makes an impact and your team has your back.

If you’re ready to lead, improve, and make IT service delivery something clients rave about — we’d love to meet you.

Come join the fun at BCS.

Job Types: Full-time, Permanent

Pay: $55,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $55,000 - $80,000