Service Desk Lead Engineer Jobs

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Service Desk Engineer Manager

GFI Digital Kansas City, KS

Kansas City, KS

Today

Full time Manager Active Directory Cloud Platforms

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Job Description

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.

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