Service Desk Manager Department: 24x7 Service Desk – Northeast Ohio | Date: October 02, 2026 Position Summary
- We are building a 24x7 service desk from the ground up, and this person builds it. The Service Desk Manager owns the people, processes, tools, performance, and long-term growth of the service desk while also working alongside the team when needed.
- Today the desk is staffed by a variable mix of shared technicians. Over time we plan to grow a fully dedicated team, and this role will shape how that team is hired, trained, and measured. It suits a hands-on leader who likes building structure where little exists yet: call scripts, escalation paths, SLAs, reporting, and a knowledge base that scales beyond the current documentation.
- This is a player-coach role: the Manager leads the service desk strategy, team performance, staffing plans, and operational processes while also stepping in on escalated issues when needed. As the program grows, this role will continue to evolve in scope and responsibility alongside the service desk organization.
- Schedule and location: Primarily day shift supporting a 24x7 desk, with participation in an after-hours escalation rotation and occasional off-hours, weekend, or holiday work during major incidents or coverage gaps. Location is flexible, with a preference for in-office presence.Responsibilities People Leadership
- Manage service desk staff, including technicians who split their time between this desk and other billable work.
- Build and maintain 24x7 coverage schedules across shared and dedicated staff, including shift handoffs, holiday coverage, and an on-call escalation rotation.
- Assign and balance the ticket queue in real time; step in on calls and tickets during peaks.
- Onboard, train, and coach technicians on tools, process, call handling, and customer experience.
- Run regular quality reviews of calls and tickets for accuracy, completeness, and professional communication, and give specific, actionable feedback.
- Interview and hire service desk staff, conduct performance reviews, and handle corrective action with HR.
- Plan the transition from a shared-resource model to a dedicated team, including headcount and skills recommendations.
- Develop workforce and staffing plans to support current operations and future service desk growth.
- Establish team goals, performance expectations, and key performance indicators (KPIs).
- Partner with leadership on budgeting, staffing forecasts, and service desk technology investments.
- Drive employee development, career progression, succession planning, and retention initiatives.
- Collaborate with recruiting and business leadership to build hiring strategies and talent pipelines.Frontline Support
- Take inbound calls, chats, and tickets as a working member of the desk, resolving Tier 1 and Tier 2 issues.
- Serve as the primary escalation point for difficult technical issues and unhappy customers.
- Own major-incident communication from the desk: user notifications, status updates, and handoff to engineering.
- Resolve escalated issues directly when needed, or route them to the right technical resource, and make sure every escalation is tracked, communicated, and closed out.
- Act as the point of contact for service quality concerns and customer feedback.Process and Scripts
- Design and document core service desk processes: intake, triage and prioritization, incident, request, escalation, and major incident.
- Write call scripts, greeting standards, and troubleshooting flows so any technician delivers a consistent experience.
- Define SLAs with leadership and enforce them in the ticketing platform.
- Align incident, request, and problem management to ITIL practices at a level that fits a startup, without unneeded overhead.Knowledge Base
- Audit the existing IT Glue documentation and decide what to keep, rewrite, or retire.
- Design a scalable knowledge base structure: templates, naming, ownership, review cycles, and search.
- Build a habit of knowledge capture so every repeat issue becomes an article.Reporting and Continuous Improvement
- Build daily, weekly, and monthly reporting: volume, first-call resolution, average speed of answer, abandonment, SLA attainment, backlog, and CSAT.
- Present trends to leadership and turn them into staffing, training, and process decisions.
- Identify recurring issues and drive root-cause fixes with engineering and vendors.
- Own overall service desk performance, including SLA attainment, customer satisfaction, operational efficiency, and team productivity.
- Develop annual operational objectives and continuous improvement initiatives aligned with organizational goals.
- Evaluate and recommend process improvements, automation opportunities, staffing adjustments, and technology investments.Key Outcomes of this Position
- First 90 days: Learns the environment, reviews the existing IT Glue documentation, sets a baseline for queue and CSAT metrics, and puts a consistent ticket distribution and escalation process in place.
- 6 months: SLA and CSAT reporting runs on a regular schedule, 24x7 coverage has no gaps, documentation is current, and new technicians can onboard with little help.
- 12 months: The service desk runs as a mature, measurable function, with a staffing plan ready to scale with program growth.Required Qualifications
- 7+ years of service desk, help desk, or technical support experience, including at least 3 years in a leadership role managing people, service delivery, and operational performance.
- Hands-on experience building or significantly improving service desk processes, not only following them.
- Experience supporting a 24x7 or extended-hours operation, including scheduling and on-call coordination.
- Working knowledge of a PSA or ITSM ticketing platform (ConnectWise, Autotask, HaloPSA, ServiceNow, or similar) and of documentation tools such as IT Glue.
- Strong Tier 1/Tier 2 troubleshooting across Microsoft 365, Windows, Active Directory / Entra ID, and common end-user hardware and networking.
- Clear written and verbal communication, including with customers during escalations; writing demonstrated through SOPs, scripts, or knowledge articles.
- Comfort building reports and dashboards from ticket data.
- Experience managing service desk KPIs, workforce planning, staffing decisions, and customer satisfaction metrics.
- Experience building or scaling service desk operations, including process development and performance management.Preferred Qualifications
- MSP or multi-client service desk experience.
- ITIL 4 Foundation; HDI Support Center Team Lead or Analyst certification.
- CompTIA A+, Network+, or equivalent technical certifications.
- Experience standing up a knowledge base or migrating documentation between platforms.
- Experience growing a team from shared or contract resources to dedicated staff.
- Healthcare experience is a plus.
- Associate or bachelor’s degree in IT or a related field, or equivalent experience. A degree is not required.Physical Requirements
- Prolonged periods working at a computer and on the phone or headset.
- Ability to work flexible hours, including after-hours escalation rotation and occasional off-hours, weekend, or holiday coverage.Who We Are At MCPC, we pride ourselves on being Outcome Engineers, delivering end-to-end solutions and expertise that empower businesses to thrive in the digital age. We combine top-tier services and cutting-edge technology solutions to solve complex business challenges, ensuring data security, cost efficiency, and seamless digital transformation. Our commitment to our clients requires providing quality people that allow us to excel at exceeding our clients’ expectations. The MCPC employee experience is built on a foundation of collaboration, innovation, and growth. We offer the balance of a close-knit workforce and pathways for professional growth. Our team members are encouraged to bring their unique perspectives and ideas to the table. Join us and be part of a principled, quality-driven, respectful, and innovative team that values continuous improvement and community commitment. Together, we tackle today’s challenges and pioneer solutions for tomorrow. Where We Are / Who We Serve MCPC is a global organization, but we are headquartered in Cleveland, OH, with regional offices in Grand Rapids, MI and Erie, PA, which is a source of pride for everyone here at MCPC. MCPC has a longstanding culture of unwavering commitment to giving back to the communities we serve. (link to our blog) What We Do: Device Lifecycle Management Advisory Services – MCPC is the go-to resource for all our client’s end user device procurement and service needs. We help address tactical pain points that allow our clients’ workforce to have a seamless and secure environment. Configuration and Integration – Custom solutions that fit within a client’s device environment. Ensuring new devices meet the requirements of the client and are ready to be deployed on day 1. IT Supply Chain – MCPC offers expert-level supply chain services to help clients in the process of assembling, securing, managing, and delivering desk-ready IT inventory. Managed Deployment – Coordination of experienced IT technicians ensuring clients’ devices, servers, data, and more are securely delivered, protected, and supported. Secure Technology Asset Disposition – Allows clients to remove old or outdated devices from their environment. Our facility will erase all data to Department of Defense standards and provide reverse logistics to the client as to whether their devices can be repurposed, recycled, or disposed of properly. Benefits & Appreciation
- 401k matching and ROTH option.
- Company sponsored events (picnics, cookouts, and volunteering opportunities).
- Competitive Medical, Dental and Vision package.
- Company paid Holidays and Paid Time Off.
- Career paths and advancement.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and perform other job-related duties assigned by management.