UDT · 18 hours ago
Service Desk Manager
Miramar, FL, US
Full-time
Hybrid
Mid, Senior Level
5+ years expUDT is a leading technology enabler, dedicated to empowering businesses across major industries with innovative solutions. The Service Desk Manager will lead UDT’s Dispatch and Service Desk organizations, ensuring exceptional customer-centric support delivery across all MSP clients while driving operational excellence and managing critical incidents.
ConsultingInformation Technology
No H1B
Responsibilities
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
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
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
Prepare, analyze, and deliver detailed KPI reports including SLA performance, customer satisfaction, incident trends, technician performance, and operational gaps
Transform data insights into action, driving revisions to staffing, training, processes, or tooling
Participate in QBRs and internal operational reviews, positioning the Service Desk as a strategic and value-generating function
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
Ensure Service Desk knowledge articles, runbooks, SOPs, and customer-specific instructions are accurate, current, and utilized
Build a culture where documentation is treated as part of the support workflow, not an afterthought
Drive adoption of knowledge-centered support (KCS) concepts
Collaborate with Sales, Customer Success, Engineering, PMO, and Service Delivery to ensure seamless customer engagement
Provide operational insights that shape future service offerings, packaging, and MSP maturity roadmap improvements
Support onboarding of new customers by ensuring support readiness, documentation completeness, and communication alignment
Use VoC (Voice of the Customer), VoE (Voice of the Employee), and operational data to design improvements in workflows, customer communication, ticket handling, and technical triage
Identify systemic issues, lead root-cause analysis efforts, and implement corrective actions
Qualification
Required
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
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
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)
Experience in KPI creation, operational analytics, quality assurance, and trend reporting
Ability to convert operational insights into process improvements and strategic recommendations
2+ years managing contractors, vendors, or offshore/onshore partnerships
Experience overseeing remote/hybrid teams with consistent performance expectations
Bachelor's degree in information technology, Business, or related field required
Ability to travel to customer sites as required
Hybrid/remote environment with 3+ days required in-office per week
Standard office setting with extended periods of sitting
Ability to lift up to 25 lbs
Participation in on-call or escalation rotation when necessary
Preferred
MSP experience strongly preferred
Experience supporting K12, Higher Ed, or public-sector customers is a plus
Preferred certifications: ITIL Foundation (v3/v4), HDI Support Center Manager or HDI Team Lead, SDI (Service Desk Institute) certifications, MCP, CompTIA A+/N+/S+, M365, or equivalent
Additional PDUs or technical certifications a plus
Benefits
Join us and be part of an inclusive, energizing, and collaborative environment.
UDT is an Equal Opportunity Employer who is committed to workforce diversity.
Company
UDT
UDT is a technology enabler that helps clients in major industries evaluate, architect, provide, secure, and manage technology on the go, in the rack and in the cloud.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
H
Henry Fleches
Co-Founder, CEO
Recent News
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