Director of Service Desk

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van den Boom & Associates LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

💸 Finance

📋 Compliance

Finance • Life Sciences • Compliance

van den Boom & Associates LLC is a finance and accounting firm specializing in the life sciences industry. The company partners with clients to become an integral part of their team, offering services from company inception to growth and exit. They are experienced in handling financial reporting, daily accounting functions, and SOX compliance for over 100 life science companies. Their mission is to allow clients to focus on their core work by providing expert financial management and processes. With a strong and experienced team, van den Boom & Associates LLC positions itself as a key player in supporting life science companies through various business milestones.

📋 Description

• 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.

🎯 Requirements

• 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+).

🏖️ Benefits

• Health insurance • Professional development opportunities