IT Service Desk Manager, Managed Services

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

3–5+ years of IT Helpdesk/Service Desk management experience

Experience leading technical support teams in a fast-paced environment

MSP experience strongly preferred

Experience managing and developing direct reports

Familiarity with PSA/ticketing platforms such as ConnectWise, 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

Key Accountabilities

Service Desk Leadership

Lead and manage the Service Coordination/Dispatch team responsible for work intake, prioritization, and resource assignment

Lead and manage Tier 1 and Tier 2 Helpdesk technicians supporting end users and client environments

Ensure tickets are handled efficiently, escalated appropriately, and resolved within established service standards

Provide leadership support during major incidents, including triage of network and server outages

Monitor team performance and service delivery metrics to drive continuous improvement

Team Development & Coaching

Conduct regular one-on-one meetings and performance coaching with direct reports

Develop and execute training plans for Service Coordinators and Helpdesk Technicians

Create growth opportunities and career development paths for team members

Foster a culture of accountability, learning, collaboration, and client service excellence

Assist with recruiting, interviewing, onboarding, and retention of team members

Process & Operational Improvement

Develop, document, and improve service desk processes, procedures, and workflows

Identify operational inefficiencies and implement practical solutions

Ensure consistent execution of service delivery standards and best practices

Partner with leadership to improve capacity planning, workload management, and resource utilization

Drive adoption of tools, automation, and process improvements that improve both client and employee experiences

Organizational Leadership

Participate in leadership discussions and contribute to organizational initiatives

Collaborate with other departments to ensure alignment across service delivery, projects, sales, and client success teams

Support the achievement of company goals through effective operational leadership

Serve as a role model for Mirazon’s Core Values and leadership expectations

Insurance Benefits

Eligibility begins the first day of full-time employment (date of hire).

Life Insurance

Short-term Disability

Long-term Disability

Cafeteria Plan – Premium, Medical, & Child Care Reimbursement

Health Insurance

Dental Plan

Vision Plan

Other Benefits

401K Matching

Referral Bonuses

Tuition Reimbursement

Performance Incentives

• •Time Off
• – benefits accrue on a pro-rated basis each pay period over a 12-month period with the following maximums:

Vacation Time – 10 days per calendar year

Sick Leave – 5 days per calendar year

Paid Company Holidays (7)

Paid Floating Holidays (2)

Volunteer 1

Cell Phone & Internet Reimbursement