Service Desk Engineer Manager

GFI Digital is seeking a Service Desk Engineer Manager in Kansas City, KS (hybrid) to lead a team of remote and onsite engineers. The role is focused on reliable service delivery, SLA adherence, team development, and continuous improvements across service desk operations for clients in a designated territory.

Key Responsibilities

• Ensure Service Level Agreements (SLAs) are consistently met for all supported clients.
• Monitor ticket queues, prioritize work, and maintain target response and resolution times.
• Analyze ticket trends and client feedback to address recurring issues and opportunities for improvement.
• Coordinate with cross-functional teams to support solutions, projects, and client needs.
• Provide coverage for other teams when required and occasionally assist with tickets for workload balancing and escalations.
• Support team growth through guidance, knowledge sharing, and mentorship.
• Partner with the leadership team to address operational challenges and service performance.
• Improve and help develop ROC processes, procedures, and documentation.
• Lead team meetings to review active client issues, share knowledge, and identify where documentation or processes should be updated.

Required 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 systems.
• 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 support escalations when needed.
• Strong communication and leadership skills, including mentoring and coaching team members.
• Ability to take ownership of service desk performance, reporting, and continuous improvement initiatives.

Technology Stack

• Kaseya
• RMM
• PSA
• Microsoft 365
• Azure
• Active Directory

Work Location and Schedule

• Location: Kansas City, KS (hybrid)
• Schedule: Full-Time
• Full-Time role with in-office and hybrid schedules available.