Hiring: Service Desk Engineer Manager Company: GFI Digital Location: Kansas City, KS Job Posted Time: 2026-09-17 00:35:14 Employment Type: Full-time / Remote Target Skills & Keywords : Azure About the job Experience: •5 years of experience in a service desk or technical support role within an MSP environment. •Minimum 5 years of experience in a service desk or technical support role within an MSP environment. Required Skills: •Ensure Service Level Agreements (SLAs) are consistently met across all supported clients. •Monitor ticket queues and prioritize work to keep response and resolution times on track. •Identify trends in ticket data or client feedback and work to address recurring issues or areas for improvement. •Coordinate with cross-functional teams to support solutions, projects, and client needs. •Provide coverage for other teams when needed and occasionally assist with tickets to help with workload or escalations. •Support team development through guidance, knowledge sharing, and mentorship •Interface directly with leadership team to address operational challenges and service performance. •Assist in improving and developing ROC processes, procedures, and documentation. Qualifications: •In-depth knowledge of service desk operations and ticket management system. •Knowledge of Microsoft environments including Microsoft 365, Azure, and Active Directory. •Operational familiarity with common IT infrastructure such as networking, endpoint management, and security best practices. •Demonstrated capacity to troubleshoot technical issues and assist with escalations when needed. •Strong communication, leadership, and problem-solving skills, including mentoring and coaching team members. •Demonstrated capacity to take ownership of service desk performance, reporting, and continuous improvement initiatives. Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!