We are a fast-growing, Twin Cities-based Technology and IT Consulting firm that has been delivering high-impact solutions for complex IT initiatives for over 30 years. Our full-service organization supports clients from service desk and managed services to advanced security, professional services, and strategic IT consulting.

POSITION SUMMARY:

This role is responsible for the strategy, leadership, and daily operations of our Service Desk organization. This role is about more than ticket queues - it's about building a culture of accountability, excellence, and proactive support that delights our clients and sets us apart as the premier MSP in the Midwest.

You'll lead a growing team of Service Desk Analysts and Engineers, ensuring consistent service delivery, continuous improvement, and exceptional client satisfaction. Working closely with peers in Security, Engineering, and Customer Success, you'll ensure seamless coordination across the business.

CORE RESPONSIBILITIES:

• Provide strategic leadership and daily oversight of all Service Desk operations.
• Build and maintain a high-performance team culture focused on white-glove service, responsiveness, and communication.
• Define and track Service Desk KPIs, ensuring performance meets or exceeds industry benchmarks.
• Partner with Centralized Services and Engineering to drive proactive issue prevention and ticket reduction.
• Oversee workforce planning, scheduling, and escalation management.
• Develop training programs, career paths, and coaching plans to elevate team skills and retention.
• Drive process improvements using ITIL best practices and automation opportunities.
• Act as a key voice in client communications, especially during escalations.
• Ensure the Service Desk evolves in line with company growth, scaling people, process, and tools.

SKILLS AND ATTRIBUTES:

• High energy, engaging personality with strong relationship-building skills.
• Excellent communication skills-both written and verbal-with a knack for simplifying technical concepts for non-technical audiences.
• Strong organizational and time-management skills; able to juggle multiple clients and priorities.
• Strategic thinker who can connect business outcomes with technology solutions.
• A proactive problem solver who thrives in a fast-paced, entrepreneurial environment.
• Inspirational leader with the ability to motivate, coach and hold team members accountable.
• Strong client-facing communication skills, able to engage executives as comfortably as end-users. Data-driven mindset with expertise in reporting, dashboards and operational metrics.
• Ability to participate in executive level planning and strategy sessions

QUALIFICATIONS:

• Bachelor's degree in information technology or related field (or equivalent experience).
• 7+ years of proven experience leading large-scale service desk or MSP support teams.
• 5+ years Customer Success, Account Management, or related client-facing role experience (MSP/IT services experience a plus).
• Ideally hold ITIL v4 Certification or higher or demonstrated senior level understanding of ITIL.

ACCOUNTABLE METRICS:

We set high expectations for this leadership role. Performance will be measured against best-in-class MSP benchmarks, including:

• First Contact Resolution (FCR): 80% of tickets resolved at first touch.
• Response Time: Average initial response within 15 minutes or less during business hours.
• Client Satisfaction (CSAT): 95%+ satisfied/very satisfied.
• Net Promoter Score (NPS): Targeting +50 or higher.
• Ticket Backlog: Maintained at <5% of monthly ticket volume.
• Mean Time to Resolution (MTTR): Priority 1 incidents resolved in <4 hours, other incidents resolved within SLA targets.
• Employee Engagement & Retention: Maintain 85-90%+ annual retention of Service Desk staff.
• Proactive Success: Demonstrated year-over-year reduction in reactive tickets (10-15%) through automation, patching, and root cause fixes.

PHYSICAL DEMANDS/ ENVIRONMENTAL FACTORS:

• Ability to remain seated or at a workstation for extended periods, with occasional movement around the office to access equipment and resources.
• Ability to lift and move IT equipment weighing up to 55 lbs. as needed.
• Occasional exposure to dust during equipment handling and recycling.
• Awareness of typical IT workplace hazards, including:
• Ergonomic - Prolonged computer use and repetitive motions
• Electrical - Potential exposure to faulty cables or equipment during maintenance
• Chemical - Use of standard cleaning products or equipment fluids
• Physical - Lifting, bending, working in tight spaces, or tripping hazards from cabling
• Psychosocial - Periods of high workload, urgent deadlines, and on-call rotations
• Effective communication skills for phone, video, and written interactions with team members and clients.

We provide reasonable accommodation for employees with disabilities to enable them to perform the essential functions of the job. If you require accommodation, please let us know.

The duties, responsibilities and activities assigned to this role may change at any time, with or without notice.

Impact Group is an Equal Opportunity Employer and prohibits discrimination based on a protected class, including race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.