Description We're seeking an experienced Service Desk Manager to lead our client's IT support team within a fast-paced MSP environment. The ideal candidate brings strong leadership, deep familiarity with ConnectWise PSA, and a passion for delivering exceptional customer service. Key Responsibilities: Lead and mentor the Service Desk team to ensure high performance and detail oriented growth Oversee daily operations and ensure timely, effective resolution of client tickets Optimize workflows and reporting through ConnectWise PSA Develop and enforce service desk policies and procedures to improve efficiency Monitor KPIs and produce performance reports for leadership Collaborate with internal teams to align support operations with business goals Manage escalations and maintain a high standard of customer service Requirements Proven experience in a Service Desk Manager or similar IT leadership role Prior experience in an MSP environment highly preferred Advanced proficiency with ConnectWise PSA Excellent organizational, problem-solving, and communication skills Familiarity with ITIL best practices and related certifications a plus Relevant certifications (e.g., ITIL, ConnectWise) are beneficial Technology Doesn't Change the World, People Do.®
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
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