Job Description Help for Job Description. Opens a new window. Description We are looking for a Service Desk Manager to lead daily support operations for a managed services environment serving businesses throughout Pompano Beach, Florida. This Long-term Contract position is ideal for a hands-on people leader who can strengthen team performance, improve service delivery, and use operational data to drive better outcomes. The role requires a strong understanding of service desk workflows, technical support environments, and client-focused support practices within a primarily Microsoft-based ecosystem.

Responsibilities:

• Direct the day-to-day activities of the service desk team, ensuring consistent support coverage and dependable service for a diverse client base in Pompano Beach, Florida.
• Track operational performance by reviewing ticket trends, response metrics, workload distribution, and technician productivity to identify opportunities for improvement.
• Mentor technicians and emerging team leads through coaching, feedback, and structured development to build a stronger and more accountable support function.
• Refine support procedures, service workflows, and escalation practices to increase efficiency and improve the customer experience.
• Use the ticketing and service management platform to oversee queue health, maintain visibility into active issues, and support timely resolution of requests.
• Partner with senior technical staff and escalation teams to address complex incidents while providing informed guidance to the service desk team.
• Maintain leadership accountability across the support organization by setting expectations, reinforcing standards, and monitoring execution.
• Review the technical landscape, including Microsoft 365, Entra ID, cloud services, endpoint tools, backup platforms, and VoIP systems, to better support team decisions and client needs.
• Contribute to service improvements tied to infrastructure and platform changes, including client movement away from internal cloud environments when needed. Requirements
• Demonstrated experience managing a service desk or help desk team within a managed services or similarly fast-paced support environment.
• Strong knowledge of service delivery operations, including ticket management, queue oversight, response targets, and escalation coordination.
• Ability to analyze service metrics and performance data into practical actions that improve team results.
• Technical understanding of Microsoft Windows, Microsoft 365, Azure Active Directory or Entra ID, Intune, and remote support tools.
• Proven success coaching technical staff, developing team capability, and leading with clear accountability.
• Familiarity with structured service practices such as ITIL and experience working within formal support processes.
• Comfortable collaborating with technical leadership on escalations while remaining focused primarily on management and operational leadership.
• Strong communication and client service skills, with the ability to lead effectively in a high-touch support environment.

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