**About Us**
uhoh.com is a managed services provider that is scaling fast. Growing companies hand us their technology, from systems and security to integrations and the automation that keeps them moving, so they can get on with their own work. We don't do egos, and we don't do fluff.
**The Role**
Every client request starts with you, and you make sure it ends up in the right hands, on time, with everything the team needs to fix it.
You won't be fixing the problems yourself (we have specialists for that), but you need to have enough technical experience to understand the client requests and organize them for the team. You'll be the reason those specialists never get a request that says "it's broken, pls help" with zero context.
**What You'll Do**
This is a client-facing role where you're the conductor of communication between clients and the team. As Service Desk Manager, you will:
- Take responsibility for our initial response targets and for hitting them. When we say we'll get back to clients fast, you make sure it happens.
- Read the request, figure out what's going on, and ask the relevant questions. You filter generic messages like "my email is weird" into something the team can act on quickly.
- Follow our escalation paths and send each request to the right person.
- Build real relationships with the people we support. Keep engagement high, keep them in the loop, and make sure nobody feels ignored.
- Keep requests, clients, and updates tidy, tracked, and visible so nothing gets left behind.
- Spot patterns in requests and flag them, so we can fix the root cause instead of the symptom forever.
**What You Bring**
- **Level 1 Technical Skills**
: You know your way around Google Workspace, Microsoft 365, user access, passwords and 2FA, devices, and common SaaS tools.
- **Tech Experience**
: You have 2+ years in a service desk, help desk, ticketing management, or client support role (MSP, agency, or SaaS experience is a plus).
- **Professional level of English (written and spoken)**
- **Client-Facing Experience**
: You build and maintain strong client relationships and genuinely care about the people you support.
- **Organization**
: You keep things categorized and have a clean, well-tracked queue. You're calm under pressure and prioritize well.
- **Clear, Effective Communication**
: You're friendly, kind, and sharp, clarifying questions that get to the real issue fast so the team knows exactly what the client needs.
**You'll Fit Right in if You**
- Are very organized
- Get joy from helping people
- Love communicating and making people feel at ease
- Work well under pressure
**Our Vibe**
- **No Ego**
: We care about the best solution, not who came up with it.
- **High Velocity**
: We are growing rapidly. You should be comfortable with change and ready to build scalable systems from the ground up.
- **Direct Communication**
: We value clarity and brevity.
uhoh.com is a managed services provider that is scaling fast. Growing companies hand us their technology, from systems and security to integrations and the automation that keeps them moving, so they can get on with their own work. We don't do egos, and we don't do fluff.
**The Role**
Every client request starts with you, and you make sure it ends up in the right hands, on time, with everything the team needs to fix it.
You won't be fixing the problems yourself (we have specialists for that), but you need to have enough technical experience to understand the client requests and organize them for the team. You'll be the reason those specialists never get a request that says "it's broken, pls help" with zero context.
**What You'll Do**
This is a client-facing role where you're the conductor of communication between clients and the team. As Service Desk Manager, you will:
- Take responsibility for our initial response targets and for hitting them. When we say we'll get back to clients fast, you make sure it happens.
- Read the request, figure out what's going on, and ask the relevant questions. You filter generic messages like "my email is weird" into something the team can act on quickly.
- Follow our escalation paths and send each request to the right person.
- Build real relationships with the people we support. Keep engagement high, keep them in the loop, and make sure nobody feels ignored.
- Keep requests, clients, and updates tidy, tracked, and visible so nothing gets left behind.
- Spot patterns in requests and flag them, so we can fix the root cause instead of the symptom forever.
**What You Bring**
- **Level 1 Technical Skills**
: You know your way around Google Workspace, Microsoft 365, user access, passwords and 2FA, devices, and common SaaS tools.
- **Tech Experience**
: You have 2+ years in a service desk, help desk, ticketing management, or client support role (MSP, agency, or SaaS experience is a plus).
- **Professional level of English (written and spoken)**
- **Client-Facing Experience**
: You build and maintain strong client relationships and genuinely care about the people you support.
- **Organization**
: You keep things categorized and have a clean, well-tracked queue. You're calm under pressure and prioritize well.
- **Clear, Effective Communication**
: You're friendly, kind, and sharp, clarifying questions that get to the real issue fast so the team knows exactly what the client needs.
**You'll Fit Right in if You**
- Are very organized
- Get joy from helping people
- Love communicating and making people feel at ease
- Work well under pressure
**Our Vibe**
- **No Ego**
: We care about the best solution, not who came up with it.
- **High Velocity**
: We are growing rapidly. You should be comfortable with change and ready to build scalable systems from the ground up.
- **Direct Communication**
: We value clarity and brevity.
