Service Desk Manager

We are seeking a Service Desk Manager to lead and scale a high-performing support organization in a multi-client MSP environment. This role owns end-to-end service desk and dispatch operations, driving service quality, operational efficiency, and customer satisfaction.

This is a leadership role responsible for managing supervisors, leads, technicians, and dispatch teams while continuously improving workflows, SLAs, KPIs, and customer experience.

Key Responsibilities

Own overall Service Desk and Dispatch operations across all clients.

Lead, develop, and manage supervisors, team leads, technicians, and dispatchers.

Drive SLA performance, ticket quality, response/resolution times, backlog reduction, and customer satisfaction (CSAT/NPS).

Act as the escalation point for major incidents, high-impact issues, and customer concerns.

Establish and refine SOPs, workflows, escalation paths, and knowledge base processes.

Manage service desk performance through KPI reporting, analytics, and continuous improvement initiatives.

Oversee staffing models, scheduling, and coverage planning based on ticket volume and SLAs.

Partner with Service Delivery, Customer Success, Engineering, and leadership teams to ensure alignment and client success.

Lead onboarding of new clients into the service desk environment with minimal disruption.

Evaluate and implement automation, AI tools, and process improvements to increase efficiency and scalability.

Manage vendor relationships including after-hours support and augmentation partners.

Ensure adherence to ITIL/ITSM best practices (Incident, Request, Problem, Change).

5+ years managing Service Desk or IT Support operations (MSP experience strongly preferred).

Proven experience managing multi-client environments with varying SLAs and technologies.

Strong leadership experience managing supervisors, team leads, and frontline support staff.

Experience handling escalations, major incidents, and high-volume ticket environments.

Hands-on technical background in:

• Microsoft 365 / Active Directory / Endpoint Support
• Remote support tools
• Basic networking and cloud concepts
• Security fundamentals (MFA, endpoint protection)

Experience with ITSM tools (ConnectWise preferred; others acceptable).

Strong experience with KPI reporting, service metrics, and operational analytics.

Experience with workforce planning, scheduling, and performance management.

Excellent communication skills with ability to interact with technical teams and executive stakeholders.

Education & Certifications

Bachelor's degree in IT, Business, or related field preferred.

ITIL or similar certifications preferred., Must be authorized to work in the U.S. (no sponsorship available)., * Service Desk Management: 5 years (Required)

• MSP: 5 years (Preferred)
• managing Service Desk teams of 10+ employees: 5 years (Preferred)
• Managing Managers: 3 years (Preferred)
• ITSM tools (ConnectWise, ServiceNow, ManageEngine, etc.): 5 years (Preferred)
• handling escalations and major incidents: 5 years (Required)

License/Certification:

• ITIL Foundation (Preferred)
• HDI Support Center Manager (Preferred)

Work Location: Hybrid remote in Miramar, FL 33027

• 401(k)
• Flexible spending account
• Health insurance
• Professional development assistance