Job description

Are you an experienced IT Service Desk Manager looking for your next challenge? Do you thrive in a fast-paced, multi-client MSP environment? Are you ready to lead a high-performing team and ensure operational excellence in IT service delivery? BetterPros needs you! Apply now and join our #BetterTeam.

BetterPros unlocks human potential by offering competitive compensation, flexibility, constant learning and growth, and the opportunity to work anywhere you want with one of our +130 active clients across the United States. In this case, we are looking for someone to join our internal team and provide excellence to make the magic happen.

What you’ll do:

Lead and manage a multi-tier IT Service Desk team, ensuring efficiency and customer satisfaction.
Administer and optimize Jira Service Management Cloud for ticketing workflows and reporting.
Oversee SLA and KPI adherence, developing action plans for continuous improvement.
Collaborate with technical teams (Infrastructure, Security, etc.) to resolve complex issues.
Monitor service desk performance using Excel and Power BI to generate reports and dashboards.
Implement ITIL best practices to enhance service delivery.
Act as the escalation point for major incidents and high-priority tickets.
Identify training needs, develop programs, and mentor team members.
Foster a collaborative, high-performance team culture.

What you must have:

IT Service Desk leadership experience in an MSP environment.
Expertise in Jira Service Management Cloud (configuration, workflows, automations).
Strong knowledge of Azure Entra ID & Microsoft 365 (Exchange, Teams, SharePoint).
Proficiency in Excel/Power BI for data analysis & reporting.
Fluent English with excellent communication skills for executives & stakeholders.
ITIL 4 Certification (or ability to obtain within 6 months).
At least two certifications from: Azure Administrator, Azure Infrastructure Solutions, M365 Admin, Endpoint Admin, or PMP.
An advanced English level.

A great plus: