{"id":837836,"url":"https://alion.io/job/redcupit-msp-service-desk-manager","title":"MSP Service Desk Manager","company":{"id":695620,"name":"Red Cup IT","domain":"redcupit.com","url":"https://alion.io/company/redcupit","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Los Angeles, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":61000,"max_usd":114000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":60},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-09-06T18:57:09Z","employer_posted_date":"2026-09-06","last_verified_at":"2026-11-11T04:32:52Z","board_verified":true,"closed_at":null,"days_open":65,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":65},"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 clients. They own the service desk processes, metrics, and escalation paths to maintain SLA compliance and an excellent end-user experience.\nKey Responsibilities\nLead, coach, and develop a team of Level 1-3 service desk technicians, including hiring, training, scheduling, performance management, and mentoring.\nOversee daily service desk operations, including ticket intake, assignment, prioritization, escalation, and resolution across all client environments.\nMaintain and improve SLA compliance by monitoring queues, workloads, and response/resolution times, and by implementing corrective actions when needed.\nDesign, implement, and continuously refine service desk processes, including incident, request, problem, and change handling aligned with ITIL/ITSM best practices.\nAct 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.\nManage customer communications for critical incidents and dissatisfied clients; handle complaints, reset expectations, and drive long-term customer satisfaction.\nDevelop, maintain, and enforce documentation for standard operating procedures, knowledge base articles, and onboarding/offboarding processes for both staff and clients.\nMonitor 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.\nCoordinate closely with project, NOC, security, and account management teams to ensure smooth handoffs, effective change/release activities, and alignment with client roadmaps and agreements.\nEnsure effective use, configuration, and governance of RMM, PSA, and related ITSM tools used for ticketing, monitoring, documentation, and reporting.\nDrive a culture of continuous improvement, standardization, and automation to increase efficiency and reduce recurring incidents.\nQualifications\n3-5+ years of experience in an MSP or similar managed services environment, including prior hands-on service desk/support experience.\n2+ years in a leadership or supervisory role managing a technical support/service desk team.\nStrong understanding of ITSM/ITIL processes (incident, problem, change, request); ITIL certification is preferred.\nBroad technical knowledge of Windows Server/AD, Microsoft 365, networking fundamentals, endpoint management, backup/DR, and common MSP toolsets (RMM/PSA).\nProven ability to manage SLAs, handle escalations, and communicate clearly with both technical and non-technical stakeholders, including executives and end users.\nStrong analytical, organizational, and leadership skills, with demonstrated success using metrics and feedback to improve operations.\nCore Competencies\nPeople leadership and coaching\nCustomer service and conflict resolution\nProcess design and continuous improvement\nIncident and major incident management\nTime management and prioritization in a high-volume MSP environment","description_format":"text","description_chars":3243,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Technology","Information Security"],"lifecycle":[{"event":"open","at":"2026-09-12T19:56:37Z"}],"visa":[],"liveness":{"score":15,"band":"cold","label":"Long shot","p_open":1,"p_active":0.424,"p_room":0.36,"age_days":65,"expected_fill_days":35,"reasons":["conf:1","win:tail","crowd:"],"computed_at":"2026-11-11T05:49:22Z"},"pay":null,"html_url":"https://alion.io/job/redcupit-msp-service-desk-manager","json_url":"https://alion.io/job/redcupit-msp-service-desk-manager.json","meta":{"generated_at":"2026-11-11T07:37:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11678,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":695620},"rest":"https://alion.io/mcp/rest/get_company?id=695620"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fredcupit-msp-service-desk-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fredcupit-msp-service-desk-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fredcupit-msp-service-desk-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/redcupit-msp-service-desk-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fredcupit-msp-service-desk-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":837836}},{"tool":"search_jobs","arguments":{"company":"redcupit.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":837836},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}