Service Desk Support Manager (MSP)

Service Desk Support Manager needed to bring structure, accountability, and leadership to our support operations.

This is a player/coach role for someone who thrives in building order from chaos. You’ll

take ownership of the service desk, improve processes, and help scale the team from 2

to ~10 engineers over the next 24 months.

This is both a “fix it now” and “build it right for the future” opportunity.

What You’ll Own

• End-to-end Tier 1 & Tier 2 support operations
• Ticket flow, prioritization, and escalation design
• Service delivery performance (SLA, response/resolution times, CSAT)
• Team development, hiring, and mentoring
• Tooling optimization across PSA/RMM stack

What Success Looks Like

• A clean, efficient ticketing system with clear ownership and minimal noise
• Measurable improvements in SLA adherence and response times
• Automation reducing repetitive manual work
• Clear, client-ready reporting on performance and trends
• A growing, accountable, and high-performing support team, * Lead and manage Tier 1/2 service desk operations
• Act as a Tier 2/3 escalation point when needed
• Mentor and develop junior engineers
• Redesign and enforce ticket workflows and processes
• Own and optimize PSA (Autotask * Halo) and RMM tools
• Partner with engineering to automate recurring tasks
• Build and maintain runbooks and documentation
• Deliver internal and client-facing reporting on support metrics

• 10+ years in IT
• 5+ years in a Managed Service Provider (MSP) in a similar role
• Proven track record of improving service desk operations and processes
• Strong experience with PSA platforms (Autotask, Halo, or similar)
• Hands-on experience with RMM tools

Technical Requirements

Strong expertise in Microsoft 365, including:

• Intune
• Entra ID (Azure AD)
• Microsoft Defender
• Microsoft Teams
• Exchange
• SharePoint

Who You Are

• Process-driven and highly organized
• Able to create structure in fast-moving environments
• A natural leader and mentor
• Comfortable being both hands-on and strategic
• Curious, proactive, and constantly improving systems
• Someone who genuinely enjoys service desk operations and wants to own it

Pulled from the full job description

• Health insurance
• 401(k) matching, * $85,000 - $110,000 base salary
• Performance-based bonus
• Healthcare benefits
• 401(k) with company match

Work Environment

• Hybrid role (Charlotte area preferred)
• 2 days per week in office
• Minimal travel required
• Must-Haves (Non-Negotiable)
• Deep hands-on experience with Microsoft 365 (Intune, Entra, Defender, Teams)
• 5+ years in a similar MSP service desk leadership role

Why This Role Matters

Right now, we need someone to bring structure to our service desk. Long-term, we

need someone who can build and scale a best-in-class support organization.

Pay: $85,000.00 - $110,000.00 per year