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Home › Companies › 556075fd 8c71 40f5 A665 0c60372f0d40 19000101 000001 › Service Desk Manager

Service Desk Manager

556075fd 8c71 40f5 A665 0c60372f0d40 19000101 000001 · Miramar, FL, US, Miramar, FL · Remote · Active · ADP Workforce Now Recruiting

Job facts

FieldValue
Company556075fd 8c71 40f5 A665 0c60372f0d40 19000101 000001
TitleService Desk Manager
Normalized title-
Department / team-
LocationMiramar, FL, United States
Work modelRemote / Remote
Employment typeFull Time
Salary-
Statusactive
ATS providerADP Workforce Now Recruiting
Posted / first seen2026-04-20 / 2026-05-31
Changed / last seen2026-06-06 / 2026-06-06

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Company jobsActive postings from 556075fd 8c71 40f5 A665 0c60372f0d40 19000101 000001.Open
Company breakdownsRole, location, ATS, and work model facets for this company.Open
ATS provider jobsActive postings observed through ADP Workforce Now Recruiting.Open
Provider filtered searchThe same provider as a filtered job collection.Open
City jobsActive postings in Miramar.Open
Work model jobsActive Remote postings.Open
Lifecycle eventsOpen, update, close, and reopen events for this posting.Open
Original postingCanonical source or apply URL captured from the ATS.Open

Linked records

Company556075fd 8c71 40f5 A665 0c60372f0d40 19000101 000001
Source2dea26ca-6818-4400-b5f2-12c88fa875c7
ATS providerADP Workforce Now Recruiting

Description

UDT is a leading technology enabler, dedicated to empowering businesses across major industries with innovative solutions. We specialize in evaluating, architecting, securing, and managing technology—whether it's on the go, in the rack, or in the cloud. Our comprehensive offerings include technical, professional, cybersecurity, and managed services, ensuring that our clients are equipped with the tools and expertise needed to thrive in today's fast-paced digital landscape. This is a hybrid position, and must be located near Miramar, FL. Service Desk Supervisor The Service Desk Manager leads UDT’s Dispatch and Service Desk organizations, ensuring exceptional customer-centric support delivery across all MSP clients. This leader oversees frontline support operations, supervising supervisors, leads, technicians, and dispatchers to ensure rapid, high-quality service aligned with SLAs, KPIs, and customer satisfaction measures. In this role, you will drive operational excellence, improve service workflows, optimize staffing models, enhance triage processes, and elevate the customer experience using data, ITIL/ITSM best practices, and continuous improvement methodologies. You will partner closely with Service Delivery Managers, Customer Success Managers, Technical Engineering teams, and vendor partners to resolve escalations efficiently, manage critical incidents, and maintain a high-performance support operation. Ideal candidates are energetic, process-driven, customer-obsessed leaders with deep experience managing service desks, scaling support teams, leveraging automation/AI tools, and building a culture of accountability, urgency, and proactive problem-solving. Leadership & Team Management Lead, mentor, and manage supervisors, leads, support technicians, and dispatchers to ensure consistent, high-quality service delivery across all shifts. Build a high-performing culture rooted in accountability, teamwork, and a Customer First mentality. Conduct recurring 1:1s, performance reviews, skills assessments, and career development plans. Ensure full coverage planning for business hours, after-hours, on-call, and weekend support based on predictive volume and SLA requirements. Manage remote, hybrid, and in-office team members while maintaining team cohesion and operational discipline. Operational Excellence & ITSM Maturity Own and continuously refine all Service Desk SOPs, workflows, triage steps, escalation paths, and knowledge base content. Drive First Contact Resolution (FCR), accurate documentation, effective troubleshooting, and timely SLA adherence. Optimize Service Desk operations using trend analysis, ticket aging dashboards, backlog reduction plans, shift-left strategies, and root-cause elimination. Establish and maintain quality assurance and ticket auditing programs. Leverage automation and AI-based tools (e.g., virtual agents, auto-triage, runbooks) to improve efficiency and time to resolution. Ensure compliance with ITIL-based processes, including Incident, Request, Problem, Knowledge, and Change workflows. Operate effectively in multi-tenant customer environments, ensuring adherence to distinct customer-specific SOPs, SLAs, and escalation paths. Customer Experience & Escalation Management Serve as a primary escalation point for high-impact, urgent, or dissatisfied customer situations. Manage and lead Major Incident Response, ensuring timely communication, technical coordination, and post-incident reporting. Achieve and exceed KPIs such as CSAT, FCR, SLA compliance, response/resolve times, backlog targets, and NPS. Partner with SDMs, CSMs, Account Managers, and Engineering to identify customer risks and opportunities. Reporting, KPIs & Analytics Prepare, analyze, and deliver KPI reports including SLA performance, customer satisfaction, and operational trends. Transform data insights into action, driving improvements across staffing, training, and processes. Vendor, Tools & Technology Management Oversee 3rd-party vendor relationships, including workforce augmentation, after-hours support partners, or specialty services. Ensure optimal use of ITSM tools such as ConnectWise, ManageEngine, PIA, and remote diagnostic/monitoring tools. Evaluate new tools, automations, and AI solutions to modernize the support function. Knowledge & Documentation Ensure knowledge articles, runbooks, SOPs, and customer instructions are accurate and current. Drive adoption of knowledge-centered support (KCS). Cross-Functional Alignment Collaborate with Sales, Customer Success, Engineering, PMO, and Service Delivery. Lead onboarding of new customers into the Service Desk, ensuring readiness and minimal disruption. Continuous Improvement Identify and implement automation and AI-driven enhancements. Lead root-cause analysis and corrective actions. Qualifications: 5+ years managing Service Desk operations within an MSP environment. Proven experience in multi-customer environments with varying SOPs and technologies. Experience onboarding new customers while maintaining service levels. Strong communication skills across technical and executive audiences. Experience managing SLAs, escalations, and high-volume environments. Experience with remote/hybrid teams and vendor management. Automation & Innovation Proven ability to lead and implement automation and AI-driven Service Desk capabilities, including virtual agents, automated triage, workflow orchestration, and self-service solutions, driving measurable improvements in efficiency, scalability, and customer experience. Leadership & Communication Strong customer-facing communication skills, able to confidently interface with end-users, technical teams, and CIO-level executives. Demonstrated ability to lead with empathy, urgency, and clarity in high-pressure situations. Proven commitment to customer satisfaction, proactive problem-solving, and conflict resolution. Technical Knowledge 4+ years of hands-on experience in end-user support environments including remote access tools, identity management, M365, endpoint security, and vulnerability awareness. Familiarity with networking fundamentals, cloud environments, cybersecurity hygiene, MFA, endpoint protection, and incident triage best practices. MSP experience strongly preferred. Operational Experience 5+ years managing Service Desk, NOC, or IT support operations, including frontline and supervisory staff. 3+ years managing service levels, escalations, and high-volume support queues. Experience with workforce optimization, SLA tracking, shift scheduling, and predictive coverage models. Proven success using ITSM platforms (ConnectWise preferred; others acceptable). Data & KPI Expertise Experience in KPI creation, operational analytics, quality assurance, and trend reporting. Ability to convert operational insights into process improvements and strategic recommendations. Education & Certifications Bachelor’s degree in IT or Business required. ITIL, HDI, SDI, CompTIA, or Microsoft certifications preferred. Travel Ability to travel to customer sites as required. Working Conditions Hybrid/remote environment with 3+ days required in-office per week. Ability to participate in on-call rotations. What UDT offers you Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status

Full job record

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Source ID2dea26ca-6818-4400-b5f2-12c88fa875c7
Board ID2dea26ca-6818-4400-b5f2-12c88fa875c7
Provideradp_workforcenow
Provider Job Key524763
TitleService Desk Manager
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Statusactive
Activeyes
Location TextMiramar, FL, US, Miramar, FL
Department—
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Employment Typefull_time
Workplace Typeremote
Remote Policyremote
CountryUnited States
RegionFL
CityMiramar
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Source URLhttps://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=556075fd-8c71-40f5-a665-0c60372f0d40&ccId=19000101_000001&lang=en_US&type=JS&jobId=524763&jwId=9200891276215_1
Apply URLhttps://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=556075fd-8c71-40f5-a665-0c60372f0d40&ccId=19000101_000001&lang=en_US&type=JS&jobId=524763&jwId=9200891276215_1
First Seen At2026-05-31 18:25:46Z
Last Seen At2026-06-06 20:28:39Z
Last Checked At2026-06-06 20:28:39Z
Last Changed At2026-06-06 20:28:39Z
Inactive At—
Source Posted At2026-04-20 18:55:00Z
Source Updated At—
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    "requisitionDescription": "<div><div><div><div><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Aptos\",sans-serif;line-height:normal;background:white;' data-pasted=\"true\"><span style=\"font-size: 14px; font-family: arial, sans-serif; color: rgb(65, 65, 65);\">UDT is a leading technology enabler, dedicated to empowering businesses across major industries with innovative solutions. We specialize in evaluating, architecting, securing, and managing technology&mdash;whether it&#39;s on the go, in the rack, or in the cloud. Our comprehensive offerings include technical, professional, cybersecurity, and managed services, ensuring that our clients are equipped with the tools and expertise needed to thrive in today&#39;s fast-paced digital landscape.</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Aptos\",sans-serif;line-height:normal;background:white;'><span style=\"font-size: 14px; font-family: arial, sans-serif; color: rgb(65, 65, 65);\">This is a hybrid position, and must be located near <strong>Miramar, FL.</strong></span></p><p style=\"margin: 0in 0in 8pt; font-size: 11pt; font-family: Aptos, sans-serif; line-height: normal; background: white; text-align: center;\"><span style=\"font-size: 14px; font-family: arial, sans-serif; color: rgb(65, 65, 65);\"><strong>Service Desk Supervisor</strong></span></p><p style='margin-right:0in;margin-left:0in;font-size:16px;font-family:\"Calibri\",sans-serif;margin-top:0in;margin-bottom:8.0pt;font-size:11.0pt;'><span style=\"font-size: 14px; font-family: arial, sans-serif; color: black;\">The Service Desk Manager leads UDT&rsquo;s Dispatch and Service Desk organizations, ensuring exceptional customer-centric support delivery across all MSP clients. This leader oversees frontline support operations, supervising supervisors, leads, technicians, and dispatchers to ensure rapid, high-quality service aligned with SLAs, KPIs, and customer satisfaction measures.</span></p><p style='margin-right:0in;margin-left:0in;font-size:16px;font-family:\"Calibri\",sans-serif;margin-top:0in;margin-bottom:8.0pt;font-size:11.0pt;'><span style=\"font-size: 14px; font-family: arial, sans-serif; color: black;\">In this role, you will drive operational excellence, improve service workflows, optimize staffing models, enhance triage processes, and elevate the customer experience using data, ITIL/ITSM best practices, and continuous improvement methodologies. You will partner closely with Service Delivery Managers, Customer Success Managers, Technical Engineering teams, and vendor partners to resolve escalations efficiently, manage critical incidents, and maintain a high-performance support operation.</span></p><p style='margin-right:0in;margin-left:0in;font-size:16px;font-family:\"Calibri\",sans-serif;margin-top:0in;margin-bottom:8.0pt;font-size:11.0pt;'><span style=\"font-size: 14px; font-family: arial, sans-serif; color: black;\">Ideal candidates are energetic, process-driven, customer-obsessed leaders with deep experience managing service desks, scaling support teams, leveraging automation/AI tools, and building a culture of accountability, urgency, and proactive problem-solving.</span></p><h3 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:19px;font-family:\"Calibri\",sans-serif;color:#2F5496;font-weight:normal;'><span style=\"font-family: arial, sans-serif; font-size: 14px;\"><strong><span style=\"color: black;\">Leadership &amp; Team Management</span></strong></span></h3><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;margin-left: 0in;\"><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Lead, mentor, and manage supervisors, leads, support technicians, and dispatchers to ensure consistent, high-quality service delivery across all shifts.</span></li><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Build a high-performing culture rooted in accountability, teamwork, and a&nbsp;</span><em><span style=\"color: black;\">Customer First</span></em><span style=\"color: black;\">&nbsp;mentality.</span></li><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Conduct recurring 1:1s, performance reviews, skills assessments, and career development plans.</span></li><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Ensure full coverage planning for business hours, after-hours, on-call, and weekend support based on predictive volume and SLA requirements.</span></li><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Manage remote, hybrid, and in-office team members while maintaining team cohesion and operational discipline.</span></li></ul></div><h3 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:19px;font-family:\"Calibri\",sans-serif;color:#2F5496;font-weight:normal;'><span style=\"font-family: arial, sans-serif; font-size: 14px;\"><strong><span style=\"color: black;\">Operational Excellence &amp; ITSM Maturity</span></strong></span></h3><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;' data-pasted=\"true\"><span data-olk-copy-source=\"MessageBody\" style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0);'>Own and continuously refine all Service Desk SOPs, workflows, triage steps, escalation paths, and knowledge base content.</span></li><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;'><span style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0);'>Drive First Contact Resolution (FCR), accurate documentation, effective troubleshooting, and timely SLA adherence.</span></li><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;'><span style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0);'>Optimize Service Desk operations using trend analysis, ticket aging dashboards, backlog reduction plans, shift-left strategies, and root-cause elimination.</span></li><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;'><span style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0);'>Establish and maintain quality assurance and ticket auditing programs.</span></li><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;'><span style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0);'>Leverage automation and AI-based tools (e.g., virtual agents, auto-triage, runbooks) to improve efficiency and time to resolution.</span></li><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;'><span style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0);'>Ensure compliance with ITIL-based processes, including Incident, Request, Problem, Knowledge, and Change workflows.</span></li><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;'><span style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0);'>Operate effectively in multi-tenant customer environments, ensuring adherence to distinct customer-specific SOPs, SLAs, and escalation paths.</span></li></ul><p style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin: 0in 0in 10pt;'><span style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0);'>&nbsp;</span><span style=\"font-family: arial, sans-serif; font-size: 14px;\"><strong><span style=\"color: black;\">Customer Experience &amp; Escalation Management</span></strong></span></p><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;margin-left: 0in;\"><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Serve as a primary escalation point for high-impact, urgent, or dissatisfied customer situations.</span></li><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Manage and lead Major Incident Response, ensuring timely communication, technical coordination, and post-incident reporting.</span></li><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Achieve and exceed KPIs such as CSAT, FCR, SLA compliance, response/resolve times, backlog targets, and NPS.</span></li><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Partner with SDMs, CSMs, Account Managers, and Engineering to identify customer risks and opportunities.</span></li></ul></div><h3 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:19px;font-family:\"Calibri\",sans-serif;color:#2F5496;font-weight:normal;'><span style=\"font-family: arial, sans-serif; font-size: 14px;\"><strong><span style=\"color: black;\">Reporting, KPIs &amp; Analytics</span></strong></span></h3><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;' data-pasted=\"true\"><span data-olk-copy-source=\"MessageBody\" style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0) !important;'>Prepare, analyze, and deliver KPI reports including SLA performance, customer satisfaction, and operational trends.</span></li><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;'><span style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0) !important;'>Transform data insights into action, driving improvements across staffing, training, and processes.</span></li></ul></div><h3 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:19px;font-family:\"Calibri\",sans-serif;color:#2F5496;font-weight:normal;'><span style=\"font-family: arial, sans-serif; font-size: 14px;\"><strong><span style=\"color: black;\">Vendor, Tools &amp; Technology Management</span></strong></span></h3><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;margin-left: 0in;\"><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Oversee 3rd-party vendor relationships, including workforce augmentation, after-hours support partners, or specialty services.</span></li><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Ensure optimal use of ITSM tools such as ConnectWise, ManageEngine, PIA, and remote diagnostic/monitoring tools.</span></li><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Evaluate new tools, automations, and AI solutions to modernize the support function.</span></li></ul></div><h3 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:19px;font-family:\"Calibri\",sans-serif;color:#2F5496;font-weight:normal;'><span style=\"font-family: arial, sans-serif; font-size: 14px;\"><strong><span style=\"color: black;\">Knowledge &amp; Documentation</span></strong></span></h3><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;' data-pasted=\"true\"><span data-olk-copy-source=\"MessageBody\" style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0) !important;'>Ensure knowledge articles, runbooks, SOPs, and customer instructions are accurate and current.</span></li><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;'><span style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0) !important;'>Drive adoption of knowledge-centered support (KCS).</span></li></ul></div><h3 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:19px;font-family:\"Calibri\",sans-serif;color:#2F5496;font-weight:normal;'><span style=\"font-family: arial, sans-serif; font-size: 14px;\"><strong><span style=\"color: black;\">Cross-Functional Alignment</span></strong></span></h3><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;' data-pasted=\"true\"><span data-olk-copy-source=\"MessageBody\" style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0) !important;'>Collaborate with Sales, Customer Success, Engineering, PMO, and Service Delivery.</span></li><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;'><span style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0) !important;'>Lead onboarding of new customers into the Service Desk, ensuring readiness and minimal disruption.</span></li></ul><p style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;'><span style=\"font-family: arial, sans-serif; font-size: 14px;\"><span style=\"color: black;\"><strong>Continuous Improvement</strong></span></span></p><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;' data-pasted=\"true\"><span data-olk-copy-source=\"MessageBody\" style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0) !important;'>Identify and implement automation and AI-driven enhancements.</span></li><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;'><span style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0) !important;'>Lead root-cause analysis and corrective actions.</span></li></ul></div><h3 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:19px;font-family:\"Calibri\",sans-serif;color:#2F5496;font-weight:normal;'><span style=\"font-family: arial, sans-serif; font-size: 14px;\"><strong><span style=\"color: black;\">Qualifications:</span></strong></span></h3><ul><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;' data-pasted=\"true\"><span data-olk-copy-source=\"MessageBody\" style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0) !important;'>5+ years managing Service Desk operations within an MSP environment.</span></li><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;'><span style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0) !important;'>Proven experience in multi-customer environments with varying SOPs and technologies.</span></li><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;'><span style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0) !important;'>Experience onboarding new customers while maintaining service levels.</span></li><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;'><span style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0) !important;'>Strong communication skills across technical and executive audiences.</span></li><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;'><span style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0) !important;'>Experience managing SLAs, escalations, and high-volume environments.</span></li><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;'><span style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0) !important;'>Experience with remote/hybrid teams and vendor management.</span></li></ul><p style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin: 0in 0in 10pt;' data-pasted=\"true\"><span data-olk-copy-source=\"MessageBody\" style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0) !important;'><strong>Automation &amp; Innovation</strong></span></p><ul><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;'><span style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0) !important;'>Proven ability to lead and implement automation and AI-driven Service Desk capabilities, including virtual agents, automated triage, workflow orchestration, and self-service solutions, driving measurable improvements in efficiency, scalability, and customer experience.</span></li></ul><h3 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:19px;font-family:\"Calibri\",sans-serif;color:#2F5496;font-weight:normal;'><span style=\"font-family: arial, sans-serif; font-size: 14px;\"><strong><span style=\"color: black;\">Leadership &amp; Communication</span></strong></span></h3><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;margin-left: 0in;\"><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Strong customer-facing communication skills, able to confidently interface with end-users, technical teams, and CIO-level executives.</span></li><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Demonstrated ability to lead with empathy, urgency, and clarity in high-pressure situations.</span></li><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Proven commitment to customer satisfaction, proactive problem-solving, and conflict resolution.</span></li></ul></div><h3 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:19px;font-family:\"Calibri\",sans-serif;color:#2F5496;font-weight:normal;'><span style=\"font-family: arial, sans-serif; font-size: 14px;\"><strong><span style=\"color: black;\">Technical Knowledge</span></strong></span></h3><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;margin-left: 0in;\"><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">4+ years of hands-on experience in end-user support environments including remote access tools, identity management, M365, endpoint security, and vulnerability awareness.</span></li><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Familiarity with networking fundamentals, cloud environments, cybersecurity hygiene, MFA, endpoint protection, and incident triage best practices.</span></li><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">MSP experience strongly preferred.</span></li></ul></div><h3 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:19px;font-family:\"Calibri\",sans-serif;color:#2F5496;font-weight:normal;'><span style=\"font-family: arial, sans-serif; font-size: 14px;\"><strong><span style=\"color: black;\">Operational Experience</span></strong></span></h3><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;margin-left: 0in;\"><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">5+ years managing Service Desk, NOC, or IT support operations, including frontline and supervisory staff.</span></li><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">3+ years managing service levels, escalations, and high-volume support queues.</span></li><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Experience with workforce optimization, SLA tracking, shift scheduling, and predictive coverage models.</span></li><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Proven success using ITSM platforms (ConnectWise preferred; others acceptable).</span></li></ul></div><h3 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:19px;font-family:\"Calibri\",sans-serif;color:#2F5496;font-weight:normal;'><span style=\"font-family: arial, sans-serif; font-size: 14px;\"><strong><span style=\"color: black;\">Data &amp; KPI Expertise</span></strong></span></h3><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;margin-left: 0in;\"><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Experience in KPI creation, operational analytics, quality assurance, and trend reporting.</span></li><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Ability to convert operational insights into process improvements and strategic recommendations.</span></li></ul></div><h3 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:19px;font-family:\"Calibri\",sans-serif;color:#2F5496;font-weight:normal;' data-pasted=\"true\"><span style=\"font-family: arial, sans-serif; font-size: 14px;\"><strong><span style=\"color: black;\">Education &amp; Certifications</span></strong></span></h3><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;'><span style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0) !important;'>Bachelor&rsquo;s degree in IT or Business required.</span></li><li style='color: rgb(36, 36, 36); font-family: \"Segoe UI\", \"Segoe UI Web (West European)\", -apple-system, BlinkMacSystemFont, Roboto, \"Helvetica Neue\", sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; text-align: left; line-height: 16.8667px; margin-top: 0in; margin-right: 0in; margin-bottom: 10pt;'><span style='border: 0px; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; font-size: 11pt; line-height: inherit; font-family: \"Aptos Light\", sans-serif; font-optical-sizing: inherit; font-size-adjust: inherit; font-kerning: inherit; font-feature-settings: inherit; font-variation-settings: inherit; font-language-override: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: rgb(0, 0, 0) !important;'>ITIL, HDI, SDI, CompTIA, or Microsoft certifications preferred.</span></li></ul></div><h3 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:19px;font-family:\"Calibri\",sans-serif;color:#2F5496;font-weight:normal;'><span style=\"font-family: arial, sans-serif; font-size: 14px;\"><strong><span style=\"color: black;\">Travel</span></strong></span></h3><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;margin-left: 0in;\"><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Ability to travel to customer sites as required.</span></li></ul></div><h3 style='margin-top:8.0pt;margin-right:0in;margin-bottom:4.0pt;margin-left:0in;font-size:19px;font-family:\"Calibri\",sans-serif;color:#2F5496;font-weight:normal;'><span style=\"font-family: arial, sans-serif; font-size: 14px;\"><strong><span style=\"color: black;\">Working Conditions</span></strong></span></h3><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Calibri\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;margin-left: 0in;\"><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><span style=\"color: black;\">Hybrid/remote environment with 3+ days required in-office per week.</span></li><li style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\">Ability to participate in on-call rotations.</li></ul><p style=\"margin: 0in 0in 8pt; font-size: 14px; font-family: arial, sans-serif;\"><br></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Aptos\",sans-serif;line-height:normal;background:white;' data-pasted=\"true\"><span style=\"font-family: arial, sans-serif; font-size: 14px;\"><strong><span style=\"color: rgb(65, 65, 65);\">What UDT offers you&nbsp;</span></strong></span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Aptos\",sans-serif;line-height:normal;background:white;'><span style=\"font-size: 14px; font-family: arial, sans-serif; color: rgb(65, 65, 65);\">Join us and be part of an inclusive, energizing, and collaborative environment. &nbsp;UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;font-size:11.0pt;font-family:\"Aptos\",sans-serif;line-height:normal;background:white;'><span style=\"font-size: 14px; font-family: arial, sans-serif; color: rgb(65, 65, 65);\">Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status&nbsp;</span></p></div></div></div></div></div></div></div>\n",
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            "codeValue": "CurrencySymbolOrCode"
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    "requisitionTitle": "Service Desk Manager",
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          "shortName": " Miramar, FL, US"
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}
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GET https://api.bluedoor.sh/job-postings/v1/jobs/7eab02ab8ec32b6180f38b040f9601fb1bfdb3fd?include=descriptionJSON
GET https://api.bluedoor.sh/job-postings/v1/orgs/f4c942cb-9744-4b00-9e3b-e1f8cd95df70JSON
GET https://api.bluedoor.sh/job-postings/v1/sources/2dea26ca-6818-4400-b5f2-12c88fa875c7JSON
GET https://api.bluedoor.sh/job-postings/v1/jobs/7eab02ab8ec32b6180f38b040f9601fb1bfdb3fd/eventsJSON

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