MSP Service Desk Manager

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 clients. They own the service desk processes, metrics, and escalation paths to maintain SLA compliance and an excellent end-user experience.

Key Responsibilities

• 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.
• Manage customer communications for critical incidents and dissatisfied clients; handle complaints, reset expectations, and drive long-term customer satisfaction.
• Develop, maintain, and enforce documentation for standard operating procedures, knowledge base articles, and onboarding/offboarding processes for both staff and clients.
• Monitor and analyze service desk metrics and trends (ticket volume, categories, aging, first contact resolution, CSAT, etc.) and provide regular reports to leadership with recommendations for improvement.
• Coordinate closely with project, NOC, security, and account management teams to ensure smooth handoffs, effective change/release activities, and alignment with client roadmaps and agreements.
• Ensure effective use, configuration, and governance of RMM, PSA, and related ITSM tools used for ticketing, monitoring, documentation, and reporting.
• Drive a culture of continuous improvement, standardization, and automation to increase efficiency and reduce recurring incidents.

Qualifications

• 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.

Core Competencies

• People leadership and coaching
• Customer service and conflict resolution
• Process design and continuous improvement
• Incident and major incident management
• Time management and prioritization in a high-volume MSP environment