Director of Service Desk

🕒 Julho 30

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van den Boom & Associates LLC

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2014

💸 Finanças

📋 Conformidade

Finance • Life Sciences • Compliance

van den Boom & Associates LLC é uma empresa de finanças e contabilidade especializada na indústria de ciências biológicas. A empresa se associa a clientes para se tornar uma parte integrante de suas equipes, oferecendo serviços desde a criação até o crescimento e saída das empresas. Eles possuem experiência em lidar com relatórios financeiros, funções diárias de contabilidade e conformidade com SOX para mais de 100 empresas de ciências biológicas. Sua missão é permitir que os clientes foquem em seu trabalho principal, oferecendo gestão financeira e processos especializados. Com uma equipe forte e experiente, van den Boom & Associates LLC se posiciona como um jogador-chave no apoio a empresas de ciências biológicas através de vários marcos de negócios.

Descrição

• Own end-to-end operation of the service desk: ticket intake, triage, tiered escalation (Tier 1/2/3), and resolution. • Set and manage SLAs/SLOs for response and resolution times across severity levels. • Build the staffing model, shift coverage, and on-call/after-hours support structure as the team scales. • Establish and enforce ticket queue hygiene, documentation standards, and escalation procedures. • Own and optimize the core MSP toolset: PSA (ConnectWise or similar), RMM (e.g., NinjaOne, Datto, Kaseya), remote support tools, and ticketing/knowledge base systems. • Standardize processes for onboarding new clients and devices into managed support. • Partner with the security team to ensure service desk processes support security controls such as access reviews, patch management, and endpoint compliance. • Hire, train, and manage service desk technicians and engineers as the team grows. • Build career pathing (Tier 1 → Tier 2 → Tier 3/Engineer) and technical training programs. • Set performance expectations and conduct regular coaching and quality review of ticket handling. • Track and report on key service desk KPIs: SLA compliance, first response time, resolution time, ticket backlog, and CSAT. • Identify recurring issues and drive root-cause fixes, automation, and self-service/knowledge base improvements to reduce ticket volume. • Report service desk performance to leadership and support QBR reporting for clients. • Serve as the escalation point for high-severity or dissatisfied client issues. • Partner with sales and client success to ensure service desk delivery matches sold SLAs and client expectations. • Support onboarding of new clients into the managed service model.

🎯 Requisitos

• Must come from a scaled MSP — prior experience managing a service desk of meaningful size (multiple technicians, multiple clients), not a single-organization IT department. • Deep familiarity with the standard MSP toolset, including PSA platforms such as ConnectWise (or Autotask) and RMM tools such as NinjaOne, Datto, or Kaseya. • Proven experience managing SLAs, ticket queues, and tiered support structures. • Strong people management experience: hiring, coaching, and performance management. • Comfortable working cross-functionally with sales, security, and client success. • Strong communicator, comfortable serving as an escalation point under pressure. • Relevant certifications (e.g., ITIL, CompTIA A+, Network+, Security+).

🏖️ Benefícios

• Health insurance • Professional development opportunities