Service Desk Manager

About Us

Steel Root is an IT services company that specializes in cybersecurity for the U.S. Defense Industrial Base. We’re a startup in high demand, looking for a capable, organized, energetic Service Desk Manager to join our team. We’re passionate about contributing daily to our positive culture, with a commitment to professional development and social responsibility. Steel Root serves a national client base from its headquarters in Salem, MA.

About You

You are an experienced IT generalist with experience as a Tier 2+ support technician and outstanding customer service know-how and leadership skills. You take a calculated approach to problem solving and know when to escalate an issue to involve your teammates. You have strong interpersonal skills are a “people person” who thrives in a problem-solving environment and is both patient and able to effectively delegate tasks in a collaborative manner. You are an advocate for your clients and co-workers and act with a healthy sense of urgency to complete time-sensitive requests. You are passionate about customer service and leading a team with a growth mindset and you’re comfortable training others by sharing your knowledge. You are a doer and bring tasks through to completion. You have a solid handle on workflows and can think critically about how to improve processes to achieve key metrics.

Job Description

The Service Desk Manager plays a lead role in the delivery of IT and cybersecurity services to customers. This position serves as the nexus of communication between our clients and our internal team and acts as a top-level escalation point for the IT service desk.

The Service Desk Manager is a player/coach role with oversight responsibilities including:

  • Delivery of industry-leading service to our client base through the daily management of the Support team
  • Serving as the top-level escalation point for the Support team, drawing from your experience as an IT generalist
  • Managing internal resources and scheduling process for assigning techs to on-site client visits. Assist other teams with project execution by understanding the technical abilities of your team and assigning resources based on project type and required skillset
  • Triage security notifications and alerts
  • Driving the Support team to meet company Objectives and Key Results (OKRs) through practices including prompt and empathetic response to inbound support inquiries, managing a workflow for ticket escalation, and maintaining documented procedures to deliver consistent, exceptional service
  • Analyzing platform data to identify trends, provide business insights, and drive continuous improvement
  • Performing system and account maintenance processes for applicable customer accounts to ensure systems are maintained in accordance with internal procedures and best practices
  • Leading team meetings, communications, 1:1 and annual performance reviews for members of the Support team
  • Onboarding, training, and mentoring the Support team, using leadership skills to guide and encourage team members with suggestions for professional development and career growth
  • Ensure the Support team meets SLAs and other key performance metrics
  • Welcome new clients by gathering logistical and technical data, provisioning new clients in our internal systems, and assist with technical onboarding, including the installation of managed security software
  • Create & maintain client system details for specific accounts on a regular cadence with clients to keep information up to date and synced across other platforms as necessary
  • Excel in the role by showing commitment to being on time, working hard, and the long-term success of the team

Requirements

  • U.S. citizenship
  • 2-3 years as a help desk technician (T2+ level); experience leading or managing an IT support team is desired
  • Very strong written and verbal communication skills, with the ability to convey technical information to the team and clients in a simple and clear way
  • Strong general knowledge of IT systems, including desktop support (Windows/Mac) and Microsoft cloud services (Office 365, Azure AD, Intune), and networking fundamentals and troubleshooting
  • High emotional intelligence and interpersonal skills, with an enthusiasm for collaboration and coordination with various client company stakeholders from executive management to entry-level staff
  • Excellent technical aptitude with desire for continuous process improvement

Desired Skills

  • Experience working at a Managed Service Provider or IT helpdesk that serves multiple clients
  • Contemporary knowledge of cloud architecture and security best practices
  • Higher education in technology or related field or equivalent technical certifications
  • Experience with any of the following platforms and products or equivalent technologies: CrowdStrike (endpoint detection and response), Ubiquiti UniFi (wireless access controller), KnowBe4 (security awareness training), Zscaler (security service edge), Airlock (application control)

How to Apply

  1.   Get to know us by reading about our services and the industries we serve, and follow us on social media (links in website footer, below).
  2.   Then send your resume with cover letter to jobs@steelroot.us. Every application is reviewed by a real human being.

Committed to Diversity

Steel Root is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the duties, responsibilities and qualifications required for this position. Physical, mental, sensory, or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Steel Root will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Benefits

Health, Dental, and Vision

Select from several health plan options to fit your needs

34 Days Paid Time Off

Three weeks vacation, five sick/mental health days, and fourteen paid holidays

Work From Anywhere

Flexible and supportive work culture and a company that puts people first

Rewards and Recognition

Employee achievements are celebrated by choosing from a menu of experience-based rewards. (Learn more)

401(k) Retirement Benefits

Matching contributions and immediate vesting for all employees

Professional Development

Annual benefit for pursuing education, training, and certifications