MSP Service Desk Manager

About the role

We are seeking an experienced MSP Service Desk Manager to lead our service desk team, oversee daily support operations, and ensure high‑quality service delivery for our managed services clients.

Key responsibilities

• Lead, coach, and develop Level 1–3 technicians, handling hiring, training, scheduling, and performance management.
• Oversee ticket intake, assignment, prioritization, escalation, and resolution across all client environments.
• Maintain SLA compliance by monitoring queues, workloads, and response/resolution times.
• Design, implement, and refine incident, request, problem, and change processes aligned with ITIL/ITSM best practices.
• Act as primary escalation point for complex incidents, coordinating internal and vendor resources.
• Manage customer communications during critical incidents and handle complaints to drive satisfaction.
• Develop and enforce SOPs, knowledge‑base articles, and onboarding/offboarding processes.
• Monitor service desk metrics, produce reports, and recommend improvements.
• Coordinate with project, NOC, security, and account teams for smooth handoffs and change activities.
• Ensure effective use and governance of RMM, PSA, and related ITSM tools.

Required profile

• 3–5+ years in an MSP or similar managed services environment with hands‑on support experience.
• 2+ years in a leadership or supervisory role managing a technical support team.
• Strong understanding of ITSM/ITIL processes; ITIL certification preferred.
• Proven ability to manage SLAs, handle escalations, and communicate with technical and non‑technical stakeholders.

Required skills

• Windows Server / Active Directory
• Microsoft 365
• Networking fundamentals
• Endpoint management
• Backup and disaster recovery
• RMM and PSA toolsets
• ITSM tools for ticketing, monitoring, and reporting