IT Service Desk Manager, Managed Services

IT Service Desk Manager Mirazon is a scaling, people-centered IT company that believes exceptional client service starts with exceptional teams. We're looking for an IT Service Desk Manager who thrives on developing people, improving processes, and creating a service experience that clients and employees can depend on. This is a leadership role for an experienced IT service desk professional who enjoys balancing operational excellence with team development. You value accountability, coaching, and continuous improvement, and you find satisfaction in helping technical teams perform at a high level while delivering outstanding support to clients. Mission of the Position The IT Service Desk Manager is responsible for leading and optimizing Mirazon's Service Desk operations, including both our Service Coordination (Dispatch) team and our Tier 1 and Tier 2 IT Helpdesk teams. This role serves as a critical leader within our Managed Services organization, ensuring work is effectively triaged, assigned, prioritized, and resolved while fostering a culture of accountability, growth, and exceptional client service. The ideal candidate is equally comfortable coaching team members, managing day-to-day operations, improving processes, and contributing to broader organizational initiatives. This role is designed for a leader who wants to grow alongside a scaling organization and help build the next generation of service excellence. Key Criteria/Requirements 35+ years of IT Helpdesk/Service Desk management experience Experience leading technical support teams in a fast-paced environmentMSP experience strongly preferred Experience managing and developing direct reports Familiarity with PSA/ticketing platforms such as Connect Wise, Autotask, or similar tools General understanding of remote management and monitoring platforms Strong organizational, communication, and leadership skills Demonstrated ability to improve processes and drive operational consistency Ability to balance tactical execution with strategic thinking