Service Desk Manager

Redwood City, California, United States | Full-time | Partially remote


About Us and the Position 

At Knowing Technologies (KT) our aim is clear: Propelling schools forward with a high impact instructional technology program and high-performance infrastructure. We equip schools with the tools needed to create educational experiences students crave, while saving time, eliminating wasteful overspending, and staying competitive. 

Founded in 2010, KT is a growing and highly successful educational consulting firm. Our team of motivated former educators and technology architects help clients solve problems — from complex network engineering to critical instructional design — so educators can focus on what’s most important: teaching and learning.   

Unlike at other IT service companies, this position will require regular contact with customers to ensure they will know what to expect from our service engineers.  Additionally, the Service Desk Manager (SDM) will be the primary line of ticket quality documentation and follow-up. If there is a problem with service delivery the SDM will find it. A positive customer experience is critical to us succeeding as a service provider. Accountability, Oversight, and Focus. 

The SDM is responsible for the day-to-day operations of the Knowing Technologies Service Desk.  The SDM works to ensure that the service desk is a highly valued and efficient single point of contact for customers.  The SDM works across internal business units to ensure that service requests are addressed by the most appropriate resources and works with Customer Care Engineers across the service desk to provide outstanding customer service and communications.         

The ideal person in this role will be one who wants to be a part of something bigger than themselves. One who truly wants to make a difference in education by coaching, mentoring and growing talent in our future technical staff.   

The target duty is remote, however there may be times when you will be onsite. 

Essential Functions 

  • Ensure service desk tickets are properly prioritized and categorized to ensure timely response and assignment to appropriate technical resources. 
  • Ensure service desk tickets are escalated and/or resolved in a timely manner. 
  • Perform quality assurance on service desk tickets to ensure effective client communication and ticket documentation. 
  • Proactively engage clients to address technical and customer service-related issues to ensure a high quality, highly valued service delivery partnership. 
  • Monitor Customer Care Engineer ticket workloads and re-distribute work to ensure the timely delivery of service. 
  • Monitor individual and team key performance metrics to identify areas for improvement and proactively alert internal leadership of service delivery challenges. 
  • Monitor client service delivery metrics to identify recurring issues and service trends in order to proactively respond to client needs and challenges in coordination with the Solutions team. 
  • Develop, implement, and maintain processes, workflows, and automations to continually improve service delivery. 
  • Schedule all tickets in dispatch portal with the intent to “go green” daily on all resources. 

Desired Qualifications 

  • Bachelor’s degree from an accredited 4-year institution. 
  • Minimum of five years of experience in an IT service desk environment, preferably in a managed service provider. 
  • Proven track record providing technical troubleshooting and prioritizing issues. 
  • Established knowledge of IT service management frameworks such as ITIL/ITSM and the ability to effectively implement and improve service desk management workflow processes. 
  • Outstanding customer service skills. 
  • Excellent written and oral communication skills. 
  • Previous supervisory experience preferred. 
  • Appropriate technical and management certifications (Microsoft, ITIL, HDI etc.) preferred. 


KT Headquarters are in Redwood City, CA. Strong preference for candidates based in San Francisco Bay Area, but candidates may be based anywhere on the west coast. Remote work possible when not visiting clients. Travel to customer sites and KT Headquarters will be required as needed.  The annual salary range is $120,000 to $160,000 and adjustments to this range will be made based on the geographic location of candidates.

Knowing Technologies is committed to diversity, equity, and inclusivity as a part of our mission. We do not discriminate in our hiring or employment practices on the basis of race, color, religion, gender (including gender identity or expression), disability, national or ethnic origin, age, sexual orientation, marital status, genetic information, or other legally protected class or status.