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MSP Service Desk Manager

📅 Mar 18
MSPService Desk ManagementITILIncident Management

📜 Description

  • We are looking for an MSP Service Desk Manager is responsible for leading the service desk team, overseeing day‑to‑day support operations, and ensuring consistent, high‑quality service delivery to all managed services
  • Lead, coach, and develop a team of Level 1–3 service desk technicians, including hiring, training, scheduling, performance management, and mentoring.
  • Oversee daily service desk operations, including ticket intake, assignment, prioritization, escalation, and resolution across all client environments.
  • Maintain and improve SLA compliance by monitoring queues, workloads, and response/resolution times, and by implementing corrective actions when needed.
  • Design, implement, and continuously refine service desk processes, including incident, request, problem, and change handling aligned with ITIL/ITSM best practices.
  • Act as the primary escalation point for complex or high‑impact incidents, including security events and major outages, coordinating internal and vendor resources to restore service quickly.

🛠️ Requirements

  • 3–5+ years of experience in an MSP or similar managed services environment, including prior hands‑on service desk/support experience.
  • 2+ years in a leadership or supervisory role managing a technical support/service desk team.
  • Strong understanding of ITSM/ITIL processes (incident, problem, change, request); ITIL certification is preferred.
  • Broad technical knowledge of Windows Server/AD, Microsoft 365, networking fundamentals, endpoint management, backup/DR, and common MSP toolsets (RMM/PSA).
  • Proven ability to manage SLAs, handle escalations, and communicate clearly with both technical and non‑technical stakeholders, including executives and end users.
  • Strong analytical, organizational, and leadership skills, with demonstrated success using metrics and feedback to improve operations.
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