IT Service Desk Manager

Who We AreTech Guru - IT for Accounting Firms specializes in creating high-performance, secure IT environments tailored exclusively for accounting firms. Guided by our core values—caring, accountability, responsiveness, and empathy—we deliver exceptional IT solutions that delight our clients.The RoleKey Responsibilities- Leadership & Strategy:- Inspire and lead a 24/7 remote service desk team with clarity, direction, and purpose.- Establish and maintain a strategic vision for service desk operations that aligns with organizational goals.- Promote a culture of accountability, continuous learning, and team engagement.- Act as an escalation point for high-priority issues, ensuring timely and effective resolution.- Operational Excellence:- Implement ITIL best practices and ensure SOC2 compliance.- Develop and document policies, processes, and procedures to enhance operational efficiency and consistency.- Manage ticket workflows to ensure SLAs and KPIs are consistently met or exceeded.- Ensure accurate, thorough, and timely documentation of client issues and resolutions.- Team Development:- Hire, train, mentor, and retain top talent while fostering an inclusive and engaging work environment.- Conduct regular performance reviews, provide constructive feedback, and create tailored professional development plans.- Recognize and reward achievements, motivating the team to deliver exceptional results.- Client Focus:- Drive a “customer-first” culture, ensuring all interactions deliver outstanding service and delight clients.- Collaborate with the Professional Services and Client Success teams to ensure seamless service delivery and client satisfaction.- Monitor and analyze client feedback to identify areas for improvement and innovation.- Technical and Financial Management:- Oversee the team’s technical work to maintain high-quality service delivery.- Manage budgets, including labor costs, while maximizing efficiency and ROI.- Maintain and track service desk performance metrics and report regularly to leadership.- Continuous Improvement:- Stay abreast of industry trends, emerging technologies, and best practices to drive innovation.- Identify and implement tools and processes to improve service delivery and team performance.- Proactively identify potential risks, resolve challenges, and adapt to evolving client needs.- Financial forecasting & labor planning:- Leverage historic data and trends to properly staff the time- Maintain a 90 day forecast to maintain service level quality and responsiveness while hitting target margins- Issue resolution & feedback:- Receive feedback from clients and incorporate into continuous process improvement- Follow-up on client experiences to ensure complete satisfaction and create delight- Manage workflows:- Ensure efficient service delivery using metrics & dashboards- Identify lingering and unresolved issues and keep them moving forwardRequired Qualifications- Proven experience leading a service desk in a fast-paced, high-growth, and remote environment.- Expertise with ITIL processes, SOC2 compliance, and cybersecurity best practices.- Strong technical background, ideally with experience in accounting firm software, hosting, and networking.- Demonstrated ability to hire, coach, and develop a high-performing team.- Excellent organizational, analytical, and problem-solving skills.- Experience managing budgets, including labor costs, and making data-driven financial decisions.- Mastery of communication skills, with the ability to clearly articulate technical concepts to diverse audiences.- Track record of delivering incredible customer service and creating positive client experiences.- Proficiency with modern service desk tools and software.Preferred Qualifications- Familiarity with the Entrepreneurial Operating System (EOS).- Experience with remote team management.- Certifications in ITIL, CISSP, or similar.What Success Looks Like- SLAs and KPIs are consistently met or exceeded.- Team members are motivated, supported, and performing at their highest potential.- Client satisfaction ratings are exceptional, and client feedback highlights service desk excellence.- Innovative solutions and process improvements enhance service delivery and operational efficiency.- Budgets are well-managed, and cost efficiencies are regularly identified.Core Values:At Tech Guru, all employees must align with our core values:- Caring: We genuinely care about the well-being of our clients, our team, and our company. We strive to create a supportive, nurturing work environment.- Accountable: We take ownership of our actions and responsibilities. We’re committed to delivering on our promises and meeting our obligations.- Responsive: We prioritize swift and effective communication, ensuring that we’re always available to address concerns and challenges as they arise.- Empathetic: We approach every situation with understanding and compa