Service Desk Manager
Onni GroupJob Description:
GreyOwl is hiring a Service Manager to lead day-to-day service delivery across our managed clients. You’ll own service performance (SLAs, CSAT, ticket quality, and throughput), coach and develop our service team, and continuously improve how we deliver support. You’ll work closely with clients, internal technical teams, and leadership—and you’ll be a key driver of operational maturity.
You’ll be accountable for ensuring tickets, escalations, and reporting are handled with consistency and urgency.
Perks & Benefits:
When you feel good, you do good. At Onni we put your health at the forefront and give you the choice to select a benefits package that best represents you. From no cost to $11, $44, or $103 per pay our PPO, HSA and HMO have you covered. In addition we offer:
3 weeks PTO
Annual education allowance of up to $1,000
Referral program
Residential housing discount after 1 year of continuous employment
Friends and family rates for our Hotel Properties throughout the company
What You Will Do:
Own service delivery and outcomes across the MSP practice (SLA attainment, response/resolution times, ticket hygiene, client satisfaction).
Lead and coach the service team (Service Desk / Field as applicable): hiring support, onboarding, training, performance management, and career development.
Run daily/weekly service rhythms: triage, dispatch, escalation management, service reviews, and operational reporting.
Improve processes and standards: build and refine SOPs, ITIL-aligned practices, knowledge management, and quality assurance.
Manage escalations and communications: ensure clients are informed, expectations are set, and issues are driven to resolution.
Own the toolset and workflow: queue design, priorities, SLAs, automations, templates, and reporting.
Partner cross-functionally with projects, security, and infrastructure to ensure clean handoffs, strong documentation, and long-term fixes.
Track and report KPIs: trends, root causes, capacity planning, and continuous improvement recommendations.
What You Bring:
5+ years in IT support / managed services, with 2+ years in a service leadership role (Service Manager, Service Desk Manager, Operations Lead, etc.).
Strong working knowledge of MSP service delivery: SLAs, escalations, ticket lifecycle, and client communication.
Experience with PSA platforms and operational reporting.
Excellent people leadership: coaching, accountability, and building a high-trust team culture.
Practical process mindset: you can implement structure without slowing the team down.
Calm, clear communicator who can handle escalations and drive alignment.
About GreyOwl
GreyOwl delivers technology solutions focused on improving business efficiency and productivity. As an IT Managed Services Provider (MSP), we help clients run reliable, secure, and well-supported environments—backed by a service operation that values clear communication, strong process, and great customer outcomes.
Salary Range:
$115,000 - $135,000 USD Annually based on experience
About The Company:
For over half a century, Onni has been building communities for people to live, work, and play. Our success reflects our commitment to our employees and partners, and our dedication to quality construction, innovation, sustainability, and customer satisfaction. Our expertise expands across North America, with offices in Vancouver, Toronto, Los Angeles, Seattle, Phoenix, and Chicago.
How To Apply:
Please apply through the link on the job posting and attach your resume and any other required documents.
We thank all applicants for your interest in the Onni Group. Note that only those applicants under consideration will be contacted.