Company Overview

Protek-IT is a small MSP (team of 11) specializing in fast and personable IT support for small businesses and non-profits in Chicagoland. Our clients are usually 8 a.m. to 5 p.m. businesses and non-profits operating in the following industries: business consulting, manufacturing, legal, real estate, property management, professional services, etc. We are easygoing, straightforward, and honest. We have a strong work ethic and always go above and beyond.

Position Description

The IT Service Desk Manager will manage a team of 6 and ensure that tickets are efficiently delivered to Protek-IT’s customers and that the customer expectations are met or exceeded based on the SLAs. You are responsible for balancing the team’s workload and informing the company leadership of personnel performance, customer perception, and ticket issues.

Qualifications and Required Skills

• 3+ years of management and leadership experience for an MSP
• Customer-focused, with an ability to understand and manage customer expectations
• Strong organizational skills and good written and verbal communication skills
• Excellent documentation skills to provide technical as well as customer-facing documents
• Ability to manage multiple tasks and projects with ease and have the drive to improve
• Analyze, develop, and implement efficient and effective processes and procedures.

Nice to Have

• Experience using HaloPSA, N-central RMM
• Professional IT certifications include M365/Azure, MCP, MCSA, ITIL, ITSM, etc.

Responsibilities and Duties

• Manage the service desk's day-to-day operations and the service desk team (1 X Junior, 2 X L1, 1 X Onsite, 2 X L2)
• In charge of scheduling and assignment of staff and overseeing the team as they provide highly responsive support to customers with attention to detail and quality
• Ensure that all processes the service desk uses are thoroughly documented, consistently audited, and regularly improved.
• Work closely with the leadership team to establish clear goals and metrics that the service team will focus on
• Proactively monitor staff availability and make dynamic changes to schedules and resource allocation.
• Facilitate and foster customer feedback to improve the performance of the service desk and Protek-IT's services as a whole.
• Serve as an L3 escalation point for complex customer issues
• Work with the account manager to help prepare Strategic Business Reviews
• Identify business opportunities or upsells at customer accounts and work with the account managers to research, propose, and get the solution approved
• Contribute to the creation of standards and best practices
• Create an inspiring team environment with an open communication culture
• Coach and develop employees to expand upon their technical skills, discover training needs, and provide career development guidance
• Hold the team accountable for results

Benefits and Perks

• Starting Salary: 80k to 120k - commensurate with your experience and skills
• 100% paid BCBS Health and Dental
• 401k with a 3% company match after the 1st year
• Unlimited PTO based on job performance and client service coverage
• 100% Certification Reimbursement
• Weekly office lunch and cool and collaborative team