Director of Service Desk

About the Role

vdBA SecureOps is building a security-led managed services practice for life sciences clients. The Director of Service Desk owns the frontline of that practice: the team, process, and tools that keep managed IT support running day to day. This role is responsible for ticket queue performance, SLA delivery, staffing, and the client experience of everyday support — the operational backbone that the Secure + MDR offering is built on top of.

Key Responsibilities

Service Desk Operations & Leadership

• Own end-to-end operation of the service desk: ticket intake, triage, tiered escalation (Tier 1/2/3), and resolution.

• Set and manage SLAs/SLOs for response and resolution times across severity levels.

• Build the staffing model, shift coverage, and on-call/after-hours support structure as the team scales.

• Establish and enforce ticket queue hygiene, documentation standards, and escalation procedures.

MSP Toolset & Process

• Own and optimize the core MSP toolset: PSA (ConnectWise or similar), RMM (e.g., NinjaOne, Datto, Kaseya), remote support tools, and ticketing/knowledge base systems.

• Standardize processes for onboarding new clients and devices into managed support.

• Partner with the security team to ensure service desk processes support security controls such as access reviews, patch management, and endpoint compliance.

Team Management & Development

• Hire, train, and manage service desk technicians and engineers as the team grows.

• Build career pathing (Tier 1 → Tier 2 → Tier 3/Engineer) and technical training programs.

• Set performance expectations and conduct regular coaching and quality review of ticket handling.

Metrics, Reporting & Continuous Improvement

• Track and report on key service desk KPIs: SLA compliance, first response time, resolution time, ticket backlog, and CSAT.

• Identify recurring issues and drive root-cause fixes, automation, and self-service/knowledge base improvements to reduce ticket volume.

• Report service desk performance to leadership and support QBR reporting for clients.

Client Experience

• Serve as the escalation point for high-severity or dissatisfied client issues.

• Partner with sales and client success to ensure service desk delivery matches sold SLAs and client expectations.

• Support onboarding of new clients into the managed service model.

Qualifications

Required

• Must come from a scaled MSP — prior experience managing a service desk of meaningful size (multiple technicians, multiple clients), not a single-organization IT department.

• Deep familiarity with the standard MSP toolset, including PSA platforms such as ConnectWise (or Autotask) and RMM tools such as NinjaOne, Datto, or Kaseya.

• Proven experience managing SLAs, ticket queues, and tiered support structures.

• Strong people management experience: hiring, coaching, and performance management.

• Comfortable working cross-functionally with sales, security, and client success.

• Strong communicator, comfortable serving as an escalation point under pressure.

Preferred

• Relevant certifications (e.g., ITIL, CompTIA A+, Network+, Security+).

• Experience serving life sciences, healthcare, or other regulated industries.

• Experience in a security-led or compliance-conscious MSP environment.

• Familiarity with endpoint security and patch management tools.

What We're Looking For

• A builder who can create process and structure at a growing MSP.

• A hands-on leader willing to work the queue when needed, especially in the early stage.

• A fast learner who is energetic and adaptable in a fast-growing environment.

vdB&A is an equal opportunity employer. We welcome and consider qualified applicants regardless of race, religion, gender identity, sexual orientation, disability, or any other status protected by applicable law.