Service Desk Manager Job at R2 Unified Technologies (Boca Raton)

Service Desk Manager

R2 Unified Technologies

Location:
United States , Boca Raton

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Service Desk Manager is responsible for ensuring the Service Desk team delivers consistent, white-glove support experience to all managed services clients. This is a hands-on leadership role responsible for maintaining service excellence while actively contributing to ticket resolution and queue performance. The Service Desk Manager provides day-to-day guidance and operational oversight of Level 1 Service Desk Engineers, including managing ticket and phone queues, coaching staff, supporting escalations, and assisting in the resolution of technical issues and service requests. This role is accountable for overall managed services, ticket performance, SLA adherence, and the end-to-end customer experience across all supported clients. While remaining engaged in ticket work alongside the team, the primary focus is driving performance, service quality, accountability, and continuous operational improvement.

Job Responsibility:

Assign, respond to, and oversee service requests and incidents received via phone, email, and the ticketing system, ensuring timely and complete resolution
Monitor and regularly review ticket queues to ensure proper prioritization, categorization, and SLA compliance across all managed clients
Assist with prioritizing, assigning, and re-assigning tickets as operational needs require, including managing recurring tickets and workflow rules
Serve as the primary escalation point for Service Desk team members, assisting with troubleshooting desktop, network, systems, security, cloud, and voice-related issues
Respond to complex technical issues and coordinate resolution efforts to ensure cases are resolved in a timely, effective, and professional manner
Escalate infrastructure-related issues and partner with Engineering teams for advanced network and systems support when required
Ensure customers are notified of critical incidents, outages, and service-impacting issues in a timely and professional manner, maintaining a “white-glove” service standard
Work within defined SLAs for the business and ensure regular, accurate status updates are communicated internally and externally
Schedule maintenance and coordinate planned service activities for team members
Update and create internal documentation, knowledge base articles, and service desk procedures to improve consistency and efficiency
Develop and deliver training for new and existing Service Desk team members to strengthen technical capability and process adherence
Identify recurring service trends or performance gaps and collaborate with leadership to drive continuous operational improvement
Report significant service issues, risks, or team performance concerns to the Service Delivery Manager in a timely manner

Requirements:

5+ years of experience in a Managed Services Provider (MSP) environment
3+ years leading Service Desk or frontline technical support teams
Strong working knowledge in one or more of the following: Microsoft Azure infrastructure services (VMs, networking, identity, backups, resource management) or Microsoft 365 administration (Exchange Online, SharePoint, Teams, Entra ID)
Strong working knowledge of ITIL-based Incident and Major Incident Management processes
Demonstrated experience operating in SLA-driven environments
Experience supporting multiple external clients simultaneously
Strong executive-level and client-facing communication skills
Proven ability to manage high-volume ticket queues and drive resolution performance

Nice to have:

Cisco Certified Network Associate (CCNA)
ITIL v3 or v4 certification
Microsoft Azure certification (e.g., AZ-900, AZ-104, or equivalent)
Experience working with monitoring platforms such as Logic Monitor or similar enterprise monitoring tools
Experience working with PSA platforms in an MSP environment

What we offer:

401k Including matching
Profit sharing Share in the success
Paid time off Unlimited PTO
100% Covered Medical & Dental
Life Insurance
ST & LT Disability

Additional Information:

Job Posted:
March 13, 2026

Employment Type:

Fulltime

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