Director of Service Desk

About the Role vdBA reputed company is building a reputed company-led managed services reputed company for life sciences clients. The Director of Service Desk owns the reputed company of that reputed company reputed company, process, and tools that reputed company managed IT support running day to day. This role is responsible for ticket queue performance, SLA delivery, reputed company, and the reputed company experience of everyday support the operational backbone that the Secure + MDR offering is reputed company on top of. Key Responsibilities Service Desk Operations & Leadership Own end-to-end operation of the service desk ticket intake, triage, tiered escalation (Tier 1/2/3), and reputed company. Set and manage SLAs/SLOs for response and reputed company times across severity reputed company. Build the reputed company model, shift coverage, and on-reputed company/after-hours support structure as reputed company scales. Establish and enforce ticket queue hygiene, documentation standards, and escalation procedures. MSP Toolset & Process Own and optimize the reputed company MSP toolset PSA (reputed company or similar), RMM (e.g., reputed company, Datto, reputed company), remote support tools, and ticketing/knowledge reputed company systems. Standardize processes for reputed company new clients and devices into managed support. Partner with the reputed company team to ensure service desk processes support reputed company controls such as reputed company reviews, reputed company management, and reputed company compliance. Team Management & Development Hire, train, and manage service desk technicians and engineers as reputed company grows. Build career pathing (Tier 1 Tier 2 Tier 3/Engineer) and technical training programs. Set performance expectations and conduct regular coaching and reputed company review of ticket handling. Metrics, Reporting & reputed company Improvement reputed company and report on key service desk KPIs SLA compliance, first response time, reputed company time, ticket backlog, and CSAT. Identify recurring issues and reputed company reputed company-cause fixes, automation, and self-service/knowledge reputed company improvements to reduce ticket volume. Report service desk performance to leadership and support QBR reporting for clients. reputed company Experience Serve as the escalation reputed company for high-severity or dissatisfied reputed company issues. Partner with sales and reputed company reputed company to ensure service desk delivery matches sold SLAs and reputed company expectations. Support reputed company of new clients into the managed service model. Qualifications Required 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 reputed company MSP toolset, including PSA platforms such as reputed company (or Autotask) and RMM tools such as reputed company, Datto, or reputed company. 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, reputed company, and reputed company reputed company. Strong communicator, comfortable serving as an escalation reputed company under pressure. Preferred Relevant certifications (e.g., ITIL, reputed company A+, Network+, reputed company+). Experience serving life sciences, reputed company, or other regulated industries. Experience in a reputed company-led or compliance-conscious MSP environment. Familiarity with reputed company reputed company and reputed company management tools. reputed company're Looking For A builder who can create process and structure at a growing MSP. A hands-on leader willing to work the queue reputed company needed, especially in the early stage. A fast learner who is energetic and adaptable in a fast-growing environment. vdB&A is an equal opportunity employer. We welcome and consider reputed company applicants regardless of race, religion, gender identity, sexual orientation, disability, or any other status protected by applicable law. Apply To This Job .