MSP Service Desk Manager

Job Summary

A company is looking for an MSP Service Desk Manager responsible for leading the service desk team and ensuring high-quality service delivery to managed services clients.

Key Responsibilities

• Lead and develop a team of service desk technicians, including hiring, training, and performance management
• Oversee daily operations of the service desk, managing ticket intake, prioritization, and resolution
• Maintain SLA compliance by monitoring service desk metrics and implementing improvements as needed

Qualifications

• 3-5+ years of experience in an MSP or similar managed services environment
• 2+ years in a leadership role managing a technical support/service desk team
• Strong understanding of ITSM/ITIL processes; ITIL certification preferred
• Broad technical knowledge of Windows Server/AD, Microsoft 365, and common MSP toolsets
• Proven ability to manage SLAs and handle escalations effectively