Service Desk Manager
Base salary at conversion: $65,000–$75,000 per year, depending on experience
Brentwood, TN | Onsite every workday
Full-time | Contract-to-hire

Summary
CruiTek is recruiting a working service desk manager for a managed IT services team. Expect to spend about 80% of your time leading Tier 1 and Tier 2 support and 20% managing internal and client IT projects. You’ll report to the CIO and work closely with engineering and account teams.

Requirements

At least three years in IT service desk or help desk work, including two or more years leading or managing technicians.
Experience supporting multiple clients at an MSP or in a comparable environment, including hands-on use of a PSA or ticketing platform.
Experience owning service levels, team performance metrics and customer satisfaction, and managing IT projects from planning through completion.
Technical foundation in Windows, Microsoft 365, Active Directory or Entra ID, endpoints, networking fundamentals and remote monitoring and management tools.
Strong coaching, client communication and conflict resolution skills. Able to work onsite every workday in Brentwood.
Helpful experience includes cloud platforms and migrations, identity or cloud security, Power BI, security and compliance frameworks, and relevant IT or project management certifications.

Responsibilities

Coach technicians, run one-on-ones and performance reviews, and help hire and onboard staff. Plan coverage, balance workloads and oversee ticket triage and escalations.
Track SLA performance, customer feedback, ticket aging and backlog. Report trends, address recurring issues and improve runbooks, workflows and automation.
Lead onboardings, migrations, rollouts and refreshes. Set scope, milestones and staffing, track budgets and risks, and coordinate delivery with engineering and clients.
Bring service performance data to client business reviews and technology planning conversations.

Regular full-time employee benefits include health, dental, and vision insurance, 401(k) with company match, vacation accrual, paid personal or sick days, and paid holidays, subject to eligibility and the introductory period.

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