Service Desk Manager

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.

• 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.

• 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.

• 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,