Service Desk Manager

Job Description

Grey Owl is hiring a Service Manager to lead day-to-day service delivery across our managed clients. You’ll own service performance (SLAs, CSAT, ticket quality, and throughput), coach and develop our service team, and continuously improve how we deliver support. You’ll work closely with clients, internal technical teams, and leadership—and you’ll be a key driver of operational maturity. You’ll be accountable for ensuring tickets, escalations, and reporting are handled with consistency and urgency.

• Competitive pay & a comprehensive benefits package.
• Company-paid extended health, dental, vision, life insurance, critical illness, and critical life insurance.
• Annual education allowance.
• Generous referral program.
• Fun & collaborative company culture with many team building events.
• Local discounts to restaurants, clothing stores, personal training, and more.
• Free access to a fully equipped gym.
• Friends and family rates for hospitality brands.

• Own service delivery and outcomes across the MSP practice (SLA attainment, response/resolution times, ticket hygiene, client satisfaction).
• Lead and coach the service team (Service Desk / Field as applicable): hiring support, onboarding, training, performance management, and career development.
• Run daily/weekly service rhythms: triage, dispatch, escalation management, service reviews, and operational reporting.
• Improve processes and standards: build and refine SOPs, ITIL-aligned practices, knowledge management, and quality assurance.
• Manage escalations and communications: ensure clients are informed, expectations are set, and issues are driven to resolution.
• Own the toolset and workflow: queue design, priorities, SLAs, automations, templates, and reporting.
• Partner cross‑functionally with projects, security, and infrastructure to ensure clean handoffs, strong documentation, and long‑term fixes.
• Track and report KPIs: trends, root causes, capacity planning, and continuous improvement recommendations.

• 5+ years in IT support / managed services, with 2+ years in a service leadership role (Service Manager, Service Desk Manager, Operations Lead, etc.).
• Strong working knowledge of MSP service delivery: SLAs, escalations, ticket lifecycle, and client communication.
• Experience with PSA platforms and operational reporting.
• Excellent people leadership: coaching, accountability, and building a high‑trust team culture.
• Practical process mindset: you can implement structure without slowing the team down.
• Calm, clear communicator who can handle escalations and drive alignment.

Grey Owl delivers technology solutions focused on improving business efficiency and productivity. As an IT Managed Services Provider (MSP), we help clients run reliable, secure, and well‑supported environments—backed by a service operation that values clear communication, strong process, and great customer outcomes.

$115,000 - $135,000 USD annually based on experience.

Please apply through the link on the job posting and attach your resume and any other required documents. We thank all applicants for your interest in the Grey Owl Group. Note that only those applicants under consideration will be contacted.