Service Desk Manager - Tampa, FL (On Site)

About Acuity

Acuity Technologies provides communications services to business clients across the U.S. and Canada, including voice-over-IP solutions and mobile technology management. Based in Tampa, we’ve been serving clients for 20 years and are trusted by some of the largest companies in the country. Our growth comes from a diverse, innovative team dedicated to professionalism and delivering excellent results. If you take pride in being innovative, achieving great outcomes for clients, and contributing to the energy of a growing team, we’d love to meet you!

BENEFITS ENJOYED BY ACUITY TEAM MEMBERS 

We know it’s important for our team to feel rewarded, so we’ve ensured that our team enjoys strong benefits and recognition. In addition to health insurance, paid time off, and a generous retirement package, we’re also a pet-friendly office with four types of gourmet coffee and assorted healthy snacks.

Position Summary

As a Service Desk Manager, you will lead and supervise a 24/7 service desk operation, ensuring seamless technical support coverage and high-quality customer service at all times. You will manage service desk technicians, team leads, and mobile device management (MDM) engineers to maintain client satisfaction, optimize operations, and ensure service level agreements (SLAs) are consistently met or exceeded. 

Specific Responsibilities Include:

Team Leadership:

• Lead and mentor a team of service desk technicians, team leads, and MDM engineers, fostering a collaborative and positive work environment. 
• Set performance goals and regularly evaluate team members' performance, providing feedback, coaching, and career development guidance. 
• Ensure adequate staffing and scheduling to support a global 24/7 service desk operation. 

Client Support:

• Oversee the resolution of client issues and requests promptly and efficiently, across all time zones. 
• Monitor client satisfaction and implement improvements to enhance the customer experience. 

Service Desk Operations:

• Develop and maintain service desk procedures, best practices, and escalation paths across a 24/7 operation. 
• Monitor ticket and call queues, workload distribution, and resource allocation to meet SLAs.
• Collaborate with MDM engineering resources to support complex device management, security, and compliance issues. 

Escalation Management:

• Handle escalated client issues and ensure proper resolution by coordinating with team leads, MDM engineers, and senior management. 
• Ensure that after-hours escalation processes are well-defined and executed. 

Technology And Tools:

• Stay updated on industry trends, service desk technology, and MDM platforms to enhance support capabilities. 
• Manage and optimize service desk tools, monitoring systems, and MDM solutions. 

Reporting:

• Generate regular reports on service desk performance, including ticket metrics, response times, SLA compliance, and customer feedback. 
• Create and review agent and team lead scorecards during 1-on-1s. 

Training And Development:

• Identify training needs for service desk staff, team leads, and MDM engineers. 
• Provide ongoing training, cross-training, and development opportunities to ensure a high-performing team. 

Quality Assurance:

• Implement quality assurance processes to maintain service desk excellence across 24/7 operations. 
• Conduct regular audits and reviews of service desk interactions, including technical escalations and MDM-related resolutions. 

Qualifications

• Bachelor’s degree in a related field or equivalent work experience. 
• Proven experience managing a 24/7 service desk or technical support team, preferably within an MSP environment. 
• Strong knowledge of IT service management (ITSM) principles, best practices, and mobility/MDM platforms. 
• Excellent leadership, communication, and escalation management skills.
• Proficiency in service desk software, ITSM tools, and MDM solutions. 

Physical Demands And Work Environment

This role involves sitting, standing, walking, and using a computer and office equipment. The work is performed in a standard office setting.

Eeo Statement

Acuity Technologies is an Equal Opportunity Employer. We prohibit discrimination and harassment of any type and afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. This policy applies to all employment practices within our organization. We make hiring decisions based on qualifications, merit, and business needs.