Manager, Enterprise Service Desk

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $60k - $70k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ATSG

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1994

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

ATSG is a managed IT services provider (now operating as XTIUM) that delivers cloud, networking, security, and unified communications solutions for mid-size and enterprise customers. It offers Desktop-as-a-Service (DaaS), Infrastructure-as-a-Service (IaaS), managed security and detection (MDR), managed network services, AI consulting, professional services, and 24/7 enterprise helpdesk and field services. The company positions itself as an AI-powered, full-stack IT partner that consolidates vendor stacks, ensures compliance and high availability, and acts as an extension of internal IT teams to secure and optimize operations.

📋 Description

• Manage individual team members through the employee lifecycle, including hiring, training, performance appraisals, performance incentives, and disciplinary actions • Hold frequent one-on-one meetings and create individual development plans • Conduct monthly team meetings and employee performance reviews; provide constructive feedback • Produce and present operational reporting and weekly/monthly service reviews to leadership and clients on SLA/SLO performance, volumes, and trends • Plan capacity and shift coverage, forecast demand, and staff a 24/7 service desk, especially for peak-hour coverage • Own ITIL process adherence and knowledge management; ensure incident, request, problem, and change processes are followed and the knowledge base is current • Implement and oversee training and development programs • Monitor KPIs including customer satisfaction, incident response/resolution times, and first-call resolution rates • Drive first-contact resolution and quality assurance through call/ticket QA audits and coaching • Conduct quality-of-service reviews, customer follow-up, and coaching for improvement • Manage team schedules and allocate resources • Ensure adherence to SLAs • Collaborate with other IT departments to resolve complex issues • Work with clients to gather feedback, identify improvement opportunities, and grow relationships • Track industry trends and emerging technologies • Implement new technologies and processes to improve service delivery

🎯 Requirements

• 5 years of supervisory/managerial experience in an MSP environment • Excellent verbal and written communication skills • Strong coaching skills and a focus on continuous improvement • ServiceNow ITSM platform experience • ITIL Certification • Incident, request, problem, change and major incident management experience • A bachelor’s degree or equivalent in Computer Science, Information Systems, or related field • Strong technical background • Excellent analytical and problem-solving skills • Be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment • Ability to work under pressure

🏖️ Benefits

• Med/Dental/FSA • 401(k) • Flexible Paid Time Off