Service Desk Manager

Service Desk Manager

Company Description

FSi Strategies, Inc. is a customer-centric Microsoft Solutions Partner based in Vienna, VA. For more than two decades, FSi has provided Managed IT and Professional Services to organizations looking to modernize, secure, and optimize their technology environments.

We help clients get more from Microsoft technologies through modern workplace solutions, cloud infrastructure, cybersecurity, data, and AI.

Position Overview

FSi Strategies is seeking an experienced Service Desk Manager to lead the day-to-day operations of our Service Desk team. This role is responsible for team leadership, service quality, escalation management, staff development, process improvement, and ensuring we consistently deliver a high level of support to our clients.

This is a hands-on leadership role for someone who understands IT support operations and is comfortable managing people, resolving escalations, monitoring performance, and continuously improving how the Service Desk operates.

Responsibilities

• Lead and supervise a team of Service Desk Analysts and Coordinators.
• Provide day-to-day leadership, mentoring, coaching, and escalation support.
• Conduct regular 1:1s and performance discussions focused on KPIs, development, accountability, and career growth.
• Manage Service Desk coverage, including nights, weekends, holidays, and the on-call rotation.
• Monitor ticket quality, service levels, workload, and overall support delivery.
• Identify and address service issues before they impact the client experience.
• Own and continuously improve Service Desk processes, SOPs, and internal documentation.
• Manage technical and client escalations and coordinate with other FSi teams as needed.
• Recruit, onboard, and train new Service Desk employees.
• Identify training, certification, and professional development opportunities for the team.
• Address employee issues and conflicts appropriately and consistently.
• Track and report Service Desk KPIs and operational trends to FSi leadership.
• Build a culture of accountability, collaboration, continuous improvement, and professional growth.

Requirements

• 6+ years of experience in IT support, Service Desk, Help Desk, or a related technical support environment.
• Previous experience directly managing an IT support or Service Desk team.
• Experience with performance reviews, employee coaching, mentoring, escalation management, and conflict resolution.
• Strong working knowledge of Microsoft 365, Entra ID, networking, endpoint troubleshooting, and computer hardware.
• Strong written and verbal communication skills.
• Ability to manage competing priorities in a fast-paced client service environment.
• Strong organizational skills with an operational and process-driven mindset.
• Ability to work from FSi's Vienna, VA office at least three days per week.

Preferred Qualifications

• Bachelor's degree in information technology, computer science, or a related field.
• Microsoft 365 or other relevant Microsoft certifications.
• Experience working in a Managed Service Provider (MSP) environment.
• Familiarity with tools and platforms used across managed IT environments.

Position Details

Job Type: Full-time

Work Location: Hybrid, Vienna, VA office at least three days per week

Schedule: Day shift with responsibility for Service Desk on-call coverage

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off

Job Type: Full-time

Pay: $90,000.00 - $115,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• IT support: 6 years (Required)

Ability to Commute:

• Vienna, VA 22182 (Required)

Work Location: In person