Top 17 Service desk manager managed services Jobs in O'fallon, Mo

Service Desk Manager - Managed Services
Forward Slash Technology —St. Louis, MO
- Full-time
- Background check
- Computer science
- Clean driving record
- Opportunities for advancement
Quick Apply
Installation Technician (High-End Resi AV, Lighting, Shading, Control)
Integration Controls —St. Louis, MO
- $25 - $35 an hour
- Overtime
- Construction site
- Mid-level
- 3 years
- Paid holidays
- Health insurance
3d
Service Desk Technician
Absolute Computer Solutions —Maryland Heights, MO
- $50,000 - $55,000 a year
- Full-time
- Mid-level
- Office
- Windows
- Health insurance
- Dental insurance
Quick Apply
2d
Client Success and Account Manager
Forward Slash Technology —St. Louis, MO
- Full-time
- Background check
- Clean driving record
- Pass drug screening
Quick Apply
Patient Billing/Services Representative III - Medicine Multispecialty Center - Sunset Hills
Washington University in St. Louis —St. Louis, MO
- $21.33 - $31.98 an hour
- Online Application
- Computer literacy
- BLS Certification
- Pass drug screening
- Commuter assistance
- Employee assistance program
6d
IT Support Specialist
J.D. Streett & Company, Inc. —Maryland Heights, MO
- $24 - $29 an hour
- Full-time
- Background check
- ERP systems
- Mid-level
Quick Apply
Scheduler
St Louis Multispecialty Surgery Center —Ballwin, MO
- Full-time
- High school
- Computer literacy
- Writing skills
- Health savings account
- Health insurance
Quick Apply
Support Technician – Help Desk – Hospitality POS
DCRS Solutions —Maryland Heights, MO
- Weekends as needed
- Clean driving record
- Windows
- Driver's License
- Mileage reimbursement
- Health insurance
Category Manager- Produce
Save A Lot —Saint Ann, MO
- $103,350 - $135,000 a year
- Weekends as needed
- Sales
- Marketing
- Merchandising
- Health savings account
- Health insurance
2d
Tier 1 MSP Technician
Cloud5 Communications —Chesterfield, MO
- Weekends as needed
- High school diploma or GED
- Analysis skills
- 1 year
- Health insurance
- Dental insurance
Quick Apply
Residential Property Manager – North County Portfolio
Hermann London Property Management —St. Louis, MO
- $20 - $24 an hour
- Full-time
- Hybrid work
- Background check
- Mid-level
- Office
- Health insurance
- 401(k)
Quick Apply
ROC Escalation Engineer
GFI Digital —Maryland Heights, MO
- Full-time
- Computer science
- Computer Science
- 5 years
- Health savings account
- AD&D insurance
Quick Apply

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Service Desk Manager - Managed Services

Forward Slash Technology
St. Louis, MO

Quick Apply

Job Details

Full-time

Benefits

Opportunities for advancement

Qualifications

Managing technical support teams
Customer communication
Managing teams in a customer support role
Team leadership
Technology security practices
Driver's License
Computer networking
Cloud services
IT department experience
Ticketing system technical support

Full Job Description

Service Desk Manager

Forward Slash Technology is a St. Louis-based provider of Cyber Security, Managed Services, and Information Technology solutions.

The Service Desk Manager is responsible for overseeing the daily operations of the service desk, ensuring high-quality technical support and exceptional customer service for clients. This role leads a team of support technicians, manages service delivery performance, and ensures adherence to SLAs. The Service Desk Manager plays a critical role in maintaining client satisfaction, optimizing support processes, and driving continuous improvement in a fast-paced MSP environment.

KEY RESPONSIBILITIES

Service Desk Management

Oversee day-to-day operations of the service desk (headquarters and remote offices), ensuring timely and effective resolution of client issues
Monitor ticket queues, escalation paths, and workload distribution to meet SLA commitments
Ensure consistent delivery of high-quality technical support across all clients
Act as the primary escalation point for complex or high-priority issues
Own the overall performance, quality, and client experience of the Service Desk organization.
Ensure service delivery aligns with company objectives, contractual commitments, and client expectations.
Monitor technician utilization, service delivery efficiency, and resource allocation to maximize operational effectiveness.

Team Leadership & Development

Foster a positive, accountable, and customer-focused team culture
Manage staffing levels, scheduling, and resource allocation
Establish performance goals and career development plans for all Service Desk personnel.
Develop future technical leaders through mentoring, coaching, and succession planning.
Promote accountability, collaboration, and a culture of operational excellence.

Service Delivery & Performance Management

Track and report on key service desk KPIs (response time, resolution time, SLA compliance, CSAT)
Drive continuous improvement initiatives to enhance service efficiency and quality
Ensure proper documentation of processes, resolutions, and knowledge base articles
Monitor and manage technician utilization, productivity, and operational efficiency metrics.
Identify recurring issues and implement root cause analysis methodologies to reduce ticket volume and improve service quality.
Develop and maintain dashboards and reporting metrics for executive leadership review.

Client Experience & Communication

Partner with Account Management and Executive Leadership to maintain strong client relationships.
Participate in Quarterly Business Reviews (QBRs) and client service review meetings as required.
Identify at-risk clients and develop corrective action plans to improve client satisfaction and retention.
Serve as an escalation point for service-related concerns and client communications.

Process Improvement and Automation

Implement and maintain ITIL-based service management best practices.
Ensure effective utilization of PSA, RMM, documentation, and automation platforms.
Drive automation initiatives that reduce ticket volume, improve response times, and increase technician efficiency.
Develop, document, and continuously improve operational workflows, escalation procedures, and standard operating procedures.
Establish and maintain a robust knowledge management program.

Client Relationship Management

Partner with Account Management and Executive Leadership to maintain strong client relationships.
Participate in Quarterly Business Reviews (QBRs) and client service review meetings as required.
Identify at-risk clients and develop corrective action plans to improve client satisfaction and retention.
Serve as an escalation point for service-related concerns and client communications.

Business Operations and Strategic Planning

Contribute to strategic planning initiatives related to managed services growth and scalability.
Provide recommendations regarding staffing, service offerings, technology standards, and operational improvements.
Support budgeting and forecasting activities related to service delivery operations.
Collaborate with leadership on long-term operational planning and continuous service improvement initiatives.

Cross-Functional Collaboration

Work closely with NOC, Engineering, and Project teams to resolve issues and support client environments
Assist in onboarding new clients, ensuring smooth transitions to support services
Provide input on service improvements, tooling, and technology standards

REQUIRED QUALIFICATIONS

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
Minimum seven (7) years of Progressive IT support and service delivery experience.
Minimum three (3) years of leadership experience managing technical support teams.
Minimum three (3) years of experience within a Managed Services Provider (MSP) environment.
Strong technical knowledge of Microsoft environments, networking, cloud platforms, cybersecurity principles, and end-user support.
Experience managing service delivery against defined SLAs and operational KPIs.
Experience with PSA platforms, RMM tools, and service management frameworks.

PREFERRED QUALIFICATIONS

Relevant certifications (e.g., ITIL, CompTIA A+/Network+, Microsoft, or similar)
ITIL Foundation Certification or higher.
ConnectWise Certifications.
CompTIA Security+.
Microsoft Certifications.
Project Management Professional (PMP).
Experience participating in client-facing executive reviews and strategic planning discussions.

EMPLOYMENT REQUIREMENTS

Must be a U.S. Citizen.
Must possess a valid U.S. driver's license with a clean driving record.
Must pass a Missouri State Highway Patrol (MSHP) and federal fingerprint-based background check.
Must complete CJIS training and successfully pass the CJIS certification exam.

CORE COMPETENCIES

Leadership and team development
Strong problem-solving and decision-making skills
Excellent communication and customer service orientation
Ability to manage multiple priorities in a fast-paced environment
Process improvement and operational efficiency mindset
Technical troubleshooting expertise across a broad IT landscape

KEY PERFORMANCE INDICATORS (KPIs)

Service Delivery Metrics

SLA Compliance
Mean Time to Resolution (MTTR)
First Contact Resolution Rate
Ticket Backlog and Aging Metrics
Escalation Rate

Customer Success Metrics

Customer Satisfaction (CSAT)
Client Retention Rate
Client Escalation Resolution Effectiveness
Quarterly Business Review Outcomes

Operational Metrics

Technician Utilization
Technician Productivity
Knowledge Base Adoption
Automation Impact Metrics
Operational Efficiency Improvements

Business Metrics

Service Delivery Gross Margin Contribution
Resource Capacity Utilization
Employee Retention and Team Development
Achievement of Strategic Operational Goals

Work Environment

In-office work environment at our St. Louis, MO office
May require participation in on-call events for escalations
Fast-paced MSP environment supporting multiple clients and industries

Why Join Us

Opportunity to lead a critical function within a growing MSP
Exposure to diverse client environments and advanced technologies
Collaborative, team-oriented culture focused on innovation and service excellence
Competitive compensation, benefits, and career growth opportunities

Quick Apply

Refine Your Search

service desk manager managed services jobs in o'fallon, mo

Service Desk Manager - Managed Services

Installation Technician (High-End Resi AV, Lighting, Shading, Control)

Service Desk Technician

Client Success and Account Manager

Patient Billing/Services Representative III - Medicine Multispecialty Center - Sunset Hills

IT Support Specialist

Scheduler

Support Technician – Help Desk – Hospitality POS

Category Manager- Produce

Tier 1 MSP Technician

Residential Property Manager – North County Portfolio

ROC Escalation Engineer

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