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# Service Desk Support Manager (MSP)

- **Company:** CR3D, INC.
- **Location:** Charlotte, NC, United States
- **Experience:** Expert
- **Salary:** $85,000.0 - $110,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Issue Tracking Systems, Azure Active Directory, Microsoft SharePoint, Microsoft InTune
- **Published:** July 9, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=3d019bcabe8405cc

## About the Role

* 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

## Description

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


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