IT Service Desk Director

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.
• P artner 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.
• D rive 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 :

QUALIFICATIONS :

ACCOUNTABLE METRICS :

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

PHYSICAL DEMANDS / ENVIRONMENTAL FACTORS :

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.