Service Desk Engineer Manager

Why GFI?

GFI Digital is a locally owned, industry-leading provider of office technology solutions, helping businesses thrive for over 25 years. From managed IT and print solutions to networking, security, and unified communications, we make technology simple and impactful for our clients. Our success is driven by our people, and we’re committed to creating an environment where employees can grow, learn, and build long-term careers. If you’re looking for a company that truly cares about its people and its customers, GFI Digital is for you.

Service Desk Engineer Manager Job Description:

As a Service Desk Engineer Manager, you will lead a team of remote and onsite engineers supporting clients across a designated territory, ensuring timely issue resolution, SLA compliance, and consistent service quality. This role includes mentoring team members, improving processes, coordinating with other teams, and collaborating closely with Technology Alignment Managers (TAMs) and vCIOs to align service delivery with client goals and needs.

Schedule: This is a Full-Time position in the office.

The ideal candidate is technical, with hands-on experience in IT support, and has several years of experience working in an MSP environment. They are highly organized, have strong communication skills, and take a proactive approach to both team leadership and client service.
Schedule: This is a Full-Time position with in-office and hybrid schedules available.

Key Responsibilities:
•Ensure Service Level Agreements (SLAs) are consistently met across all supported clients.
•Monitor ticket queues and prioritize work to keep response and resolution times on track.
•Identify trends in ticket data or client feedback and work to address recurring issues or areas for improvement.
•Coordinate with cross-functional teams to support solutions, projects, and client needs.
•Provide coverage for other teams when needed and occasionally assist with tickets to help with workload or escalations.
•Support team development through guidance, knowledge sharing, and mentorship
•Work with leadership team to address operational challenges and service performance.
•Assist in improving and developing ROC processes, procedures, and documentation.
•Lead team meetings to review current client issues, share knowledge, and identify areas where documentation or processes need improvement.

Qualifications:

•Minimum 5 years of experience in a service desk or technical support role within an MSP environment.
•Experience leading a technical support or service desk team in an MSP or managed services environment.
•Strong understanding of service desk operations and ticket management system.
•Experience with Kaseya platforms (RMM/PSA) or similar MSP management tools.
•Knowledge of Microsoft environments including Microsoft 365, Azure, and Active Directory.
•Familiarity with common IT infrastructure such as networking, endpoint management, and security best practices.
•Ability to troubleshoot technical issues and assist with escalations when needed.
•Strong communication, leadership, and problem-solving skills, including mentoring and coaching team members.
•Ability to take ownership of service desk performance, reporting, and continuous improvement initiatives.