Service Desk Manager

UDT is a leading technology enabler, dedicated to empowering businesses across major industries with innovative solutions. We specialize in evaluating, architecting, securing, and managing technology-whether it's on the go, in the rack, or in the cloud. Our comprehensive offerings include technical, professional, cybersecurity, and managed services, ensuring that our clients are equipped with the tools and expertise needed to thrive in today's fast-paced digital landscape.

This is a hybrid position, and must be located near Miramar, FL.

Service Desk Supervisor

The Service Desk Manager leads UDT's Dispatch and Service Desk organizations, ensuring exceptional customer-centric support delivery across all MSP clients. This leader oversees frontline support operations, supervising supervisors, leads, technicians, and dispatchers to ensure rapid, high-quality service aligned with SLAs, KPIs, and customer satisfaction measures.

In this role, you will drive operational excellence, improve service workflows, optimize staffing models, enhance triage processes, and elevate the customer experience using data, ITIL/ITSM best practices, and continuous improvement methodologies. You will partner closely with Service Delivery Managers, Customer Success Managers, Technical Engineering teams, and vendor partners to resolve escalations efficiently, manage critical incidents, and maintain a high-performance support operation.

Ideal candidates are energetic, process-driven, customer-obsessed leaders with deep experience managing service desks, scaling support teams, leveraging automation/AI tools, and building a culture of accountability, urgency, and proactive problem-solving.

Leadership & Team Management

• Lead, mentor, and manage supervisors, leads, support technicians, and dispatchers to ensure consistent, high-quality service delivery across all shifts.
• Build a high-performing culture rooted in accountability, teamwork, and a Customer First mentality.
• Conduct recurring 1:1s, performance reviews, skills assessments, and career development plans.
• Ensure full coverage planning for business hours, after-hours, on-call, and weekend support based on predictive volume and SLA requirements.
• Manage remote, hybrid, and in-office team members while maintaining team cohesion and operational discipline.

Operational Excellence & ITSM Maturity

• Own and continuously refine all Service Desk SOPs, workflows, triage steps, escalation paths, and knowledge base content.
• Drive First Contact Resolution (FCR), accurate documentation, effective troubleshooting, and timely SLA adherence.
• Optimize Service Desk operations using trend analysis, ticket aging dashboards, backlog reduction plans, shift-left strategies, and root-cause elimination.
• Establish and maintain quality assurance and ticket auditing programs.
• Leverage automation and AI-based tools (e.g., virtual agents, auto-triage, runbooks) to improve efficiency and time to resolution.
• Ensure compliance with ITIL-based processes, including Incident, Request, Problem, Knowledge, and Change workflows.
• Operate effectively in multi-tenant customer environments, ensuring adherence to distinct customer-specific SOPs, SLAs, and escalation paths.

Customer Experience & Escalation Management

• Serve as a primary escalation point for high-impact, urgent, or dissatisfied customer situations.
• Manage and lead Major Incident Response, ensuring timely communication, technical coordination, and post-incident reporting.
• Achieve and exceed KPIs such as CSAT, FCR, SLA compliance, response/resolve times, backlog targets, and NPS.
• Partner with SDMs, CSMs, Account Managers, and Engineering to identify customer risks and opportunities.

Reporting, KPIs & Analytics

• Prepare, analyze, and deliver KPI reports including SLA performance, customer satisfaction, and operational trends.
• Transform data insights into action, driving improvements across staffing, training, and processes.

Vendor, Tools & Technology Management

• Oversee 3rd-party vendor relationships, including workforce augmentation, after-hours support partners, or specialty services.
• Ensure optimal use of ITSM tools such as ConnectWise, ManageEngine, PIA, and remote diagnostic/monitoring tools.
• Evaluate new tools, automations, and AI solutions to modernize the support function.

Knowledge & Documentation

• Ensure knowledge articles, runbooks, SOPs, and customer instructions are accurate and current.
• Drive adoption of knowledge-centered support (KCS).

Cross-Functional Alignment

• Collaborate with Sales, Customer Success, Engineering, PMO, and Service Delivery.
• Lead onboarding of new customers into the Service Desk, ensuring readiness and minimal disruption.

Continuous Improvement

• Identify and implement automation and AI-driven enhancements.
• Lead root-cause analysis and corrective actions.

Qualifications:

• 5+ years managing Service Desk operations within an MSP environment.
• Proven experience in multi-customer environments with varying SOPs and technologies.
• Experience onboarding new customers while maintaining service levels.
• Strong communication skills across technical and executive audiences.
• Experience managing SLAs, escalations, and high-volume environments.
• Experience with remote/hybrid teams and vendor management.

Automation & Innovation

• Proven ability to lead and implement automation and AI-driven Service Desk capabilities, including virtual agents, automated triage, workflow orchestration, and self-service solutions, driving measurable improvements in efficiency, scalability, and customer experience.

Leadership & Communication

• Strong customer-facing communication skills, able to confidently interface with end-users, technical teams, and CIO-level executives.
• Demonstrated ability to lead with empathy, urgency, and clarity in high-pressure situations.
• Proven commitment to customer satisfaction, proactive problem-solving, and conflict resolution.

Technical Knowledge

• 4+ years of hands-on experience in end-user support environments including remote access tools, identity management, M365, endpoint security, and vulnerability awareness.
• Familiarity with networking fundamentals, cloud environments, cybersecurity hygiene, MFA, endpoint protection, and incident triage best practices.
• MSP experience strongly preferred.

Operational Experience

• 5+ years managing Service Desk, NOC, or IT support operations, including frontline and supervisory staff.
• 3+ years managing service levels, escalations, and high-volume support queues.
• Experience with workforce optimization, SLA tracking, shift scheduling, and predictive coverage models.
• Proven success using ITSM platforms (ConnectWise preferred; others acceptable).

Data & KPI Expertise

• Experience in KPI creation, operational analytics, quality assurance, and trend reporting.
• Ability to convert operational insights into process improvements and strategic recommendations.

Education & Certifications

• Bachelor's degree in IT or Business required.
• ITIL, HDI, SDI, CompTIA, or Microsoft certifications preferred.

Travel

• Ability to travel to customer sites as required.

Working Conditions

• Hybrid/remote environment with 3+ days required in-office per week.
• Ability to participate in on-call rotations.

What UDT offers you

Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status