Benefits:
401(k)
401(k) matching
Bonus based on performance
Company parties
Competitive salary
Dental insurance
Free food & snacks
Free uniforms
Health insurance
Opportunity for advancement
Paid time off
Training & development
Vision insurance
About TeamLogic IT
TeamLogic IT, known for its award-winning customer service and "People First" culture, is a rapidly growing franchise with over 300 locations and 1000+ engineers across North America. Working here means collaborating in a fast-paced, dynamic environment with continuous learning and growth.
About TeamLogic IT of Durham
Join our award-winning team (2024 Franchisee of the Year), serving Durham, the Research Triangle Park (RTP), and North Raleigh, with a commitment to world-class client service and a strong company culture.
Job Summary
The MSP Service Desk Manager oversees daily service desk operations in a Managed Service Provider (MSP) environment. This role ensures timely resolution of client issues, maintains service levels, and drives improvements. The manager leads the service desk team, delivers top-tier client service, and supports escalated problem resolution when needed.
Key Responsibilities
Team Leadership: Lead and mentor service desk technicians, ensuring performance management and development. Foster a collaborative team environment and ensure staff coverage across shifts.
Service Desk Operations Management: Oversee daily desk operations, track performance, and implement procedures to maintain service quality. Handle escalations and offer hands-on support to users when necessary.
Client Relations: Act as the main point of contact for escalated client issues, conduct regular reviews, and ensure client satisfaction. Collaborate with business development, project management office, and technical leadership to align on expectations.
Process Improvement: Continuously enhance service desk processes and implement automation for efficiency.
Reporting: Prepare reports on performance metrics and client satisfaction, analyzing data for improvement opportunities.
Compliance: Ensure compliance with industry standards and work with the cybersecurity team to mitigate risks.
Qualifications
Bachelor’s degree in IT, Computer Science, Business, or equivalent experience.
4+ years of service desk experience, with 2+ years in leadership, ideally in an MSP.
Strong leadership, communication, and problem-solving skills in fast-paced environments.
Knowledge of ITSM frameworks (e.g., ITIL) and service desk tools.
Familiarity with networking, cloud services, and cybersecurity principles.
Preferred certifications: ITIL, CompTIA A+, Network+, Security+, Microsoft Certified (Azure Administrator, MCSA).
This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to TeamLogic IT Corporate.