About the Role
Moonshot Solutions is seeking a Service Desk Manager to lead and mature our service desk operations. This role is responsible for the day-to-day leadership, performance, and continuous improvement of our reactive support services, ensuring predictable, secure, and high quality service delivery.
The Service Desk Manager plays a critical role in delivering exceptional client experience while protecting proactive strategy, project work, and long term client success.
What You’ll Do
Service Desk Leadership & Operations
- Own the execution of all reactive support services (incidents, service requests, escalations)
- Ensure tickets are logged, prioritized, documented, and resolved in line with SLAs
- Maintain clear escalation paths and resolution ownership across support tiers
- Protect scope boundaries between reactive service, proactive service, and project work
Process & Continuous Improvement
- Implement and enforce standardized service desk processes based on industry standards
- Ensure consistent workflows for intake, triage, escalation, and ticket closure
- Continuously improve procedures to reduce inefficiency, rework, and variability
- Ensure adherence to documentation, security, and compliance standards
People Management
- Lead, coach, and develop service desk staff through structured performance management
- Conduct regular one-on-ones, reviews, and skills assessments
- Establish accountability for ticket quality, communication, and professionalism
- Foster a culture of ownership, collaboration, and improvement
Metrics & Reporting
- Track and report on service desk KPIs, including:
- SLA compliance
- Average Resolution Time (in Hrs, for incidents)
- Average Response Time (in Hrs, on Incidents)
- Same Day Resolution %
- Same Day Response %
- Ticket backlog and aging
- Client satisfaction (CSAT)
- Analyze trends and provide actionable insights to leadership
Client Experience & Escalations
- Ensure all client interactions are professional, clear, and timely
- Manage client escalations with urgency and discretion
- Partner with leadership, vCIOs, and TAMs to resolve recurring issues
Cross Functional Collaboration
- Work closely with vCIOs and TAMs to reduce reactive noise
- Coordinate with project teams on handoffs and post project support
- Partner with security teams on incident response and remediation
- Identify issues suitable for root cause remediation or project work
What We’re Looking For
Experience
- 5+ years in MSP or IT service delivery environments
- 2+ years in a supervisory or management role
- Strong understanding of SLAs and priority based support models
- Experience with PSA/ticketing tools (ConnectWise, HaloPSA, Autotask, or similar)
Technical Foundation
- Broad knowledge of Microsoft 365, endpoint management, networking, and security
- Comfort operating in a security first service environment
Leadership Skills
- Proven ability to lead teams with clarity and accountability
- Strong communication, coaching, and conflict resolution skills
- Calm, professional approach in high pressure situations
- Process driven mindset with a focus on operational excellence
Service Delivery Approach
- Clear understanding of reactive vs. proactive vs. project work
- Commitment to predictable, process driven service delivery
- Focus on continuous improvement and client trust
How Success Is Measured
- SLA compliance and service predictability
- Reduced ticket backlog and rework
- Improved client satisfaction
- Consistent technician performance and accountability
- Clear, actionable reporting for leadership
