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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - **Company:** Rose Rock Technologies LLC - **Location:** Newburyport, MA, United States - **Experience:** Experienced - **Salary:** $70,000.0 - $80,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Azure, Business Software, Dynamic Host Configuration Protocol, Domain Name System (DNS), Hyper-V, Virtual Private Networks (VPN), Network Troubleshooting, Routing, Network Segmentation, Azure Active Directory, TCP/IP, Virtual Local Area Networks, Virtual Machines, Virtualization Technology, VMware VSphere, Software Vulnerability Management, Wireless Networks, Network Routers, Computer Network Technologies, Mttr, Firewalls (Computer Science), Patch Management, Fortinet, Cisco - **Published:** August 24, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=93ed1add4519ba77 ## About the Role Do you thrive in a fast-paced, ever-changing environment where every day presents a new challenge? Are you energized by leading technical teams, solving complex problems, and working with a wide range of technologies across multiple client environments? Working in a Managed Services Provider (MSP) is unlike supporting a single organization. It requires adaptability, strong leadership, technical curiosity, and the ability to balance competing priorities while delivering an exceptional client experience. You'll have the opportunity to work with diverse infrastructures, cloud platforms, networking technologies, cybersecurity solutions, and business applications-continually expanding your knowledge while helping clients succeed. If you're looking for a leadership role where you can make a meaningful impact, mentor engineers, improve operational excellence, and continuously learn new technologies, we'd love to hear from you., * 5+ years of hands-on IT support experience, including at least 2 years in a Managed Services Provider (MSP) environment. * Previous experience managing or leading a technical team of five or more engineers. * Strong customer service mindset with excellent listening, communication, and relationship-building skills. * Minimum of 3 years of networking experience, including TCP/IP, DNS, DHCP, routing, VPNs, firewalls, and wireless networking. * Proven ability to troubleshoot hardware, software, cloud, and network issues efficiently and effectively. * At least 2 years of experience working within a corporate IT environment. * Strong organizational, prioritization, and decision-making skills in a fast-paced environment. Preferred Qualifications * Strong expertise with firewalls, routers, switches, VLANs, site-to-site VPNs, and network segmentation, particularly with Fortinet, Meraki, Datto, and Cisco technologies. * Experience with virtualization platforms including VMware vSphere and Microsoft Hyper-V. * Experience administering Microsoft Azure, including Microsoft Entra ID (Azure AD), virtual machines, networking, storage, and hybrid environments. * Experience using MSP RMM and PSA platforms such as NinjaOne, ConnectWise, Datto RMM, N-able, and Autotask. * Advanced troubleshooting skills supporting escalations across diverse client environments. * Working knowledge of cybersecurity best practices, including patch management, MFA, endpoint protection, vulnerability management, and compliance frameworks such as Cyber Essentials and ISO 27001. * Passion for mentoring technical teams and driving operational excellence. Preferred Certifications * Fortinet NSE 1 & 2 * Fortinet Certified Professional (FCP), including NSE 4 and one NSE 5 specialization * Microsoft AZ-900, SC-900, MS-102, SC-300, SC-200, and AZ-700 * ITIL 4 Foundation Physical Requirements * Ability to sit, stand, and walk for extended periods. * Ability to lift, push, or pull up to 40 pounds., * Do you have a valid drivers license and reliable car? * Do you have any MSP (Managed Service Provider) experience? * Do you live within 30 mins of Newburyport? ## Description As our Service Desk Manager, you will be responsible for leading the day-to-day operations of the Service Desk, ensuring exceptional service delivery and operational excellence across our client base. You'll oversee service desk performance, coach and develop engineers, manage escalations, drive SLA compliance, and continuously improve processes while fostering a culture of accountability, collaboration, and customer-focused service., * Own the overall client experience delivered by the Service Desk, ensuring communication is timely, professional, proactive, and aligned with company standards. * Manage daily Service Desk operations, including ticket flow, queue health, backlog management, workload balancing, assignment discipline, and escalation oversight. * Monitor SLA compliance, Mean Time to Resolution (MTTR), First Call Resolution (FCR), Active Working Time, ticket aging, reassignment rates, reopened tickets, and engineer utilization. * Identify client-impacting issues, VIP concerns, recurring incidents, aging tickets, and service trends before they become larger problems. * Ensure escalated tickets contain complete troubleshooting history, business impact, current blockers, recommended next steps, and documented root cause upon resolution. * Coach, mentor, and develop Service Desk engineers through regular feedback, performance management, and technical growth opportunities. * Lead continuous improvement initiatives by refining SOPs, workflows, escalation paths, client communications, and service delivery processes. * Maintain a strong understanding of MSP service delivery, ticket lifecycles, escalation models, SLA management, and the technical expectations across all engineering roles. * Partner closely with Account Managers to deliver a complete 360-degree, white-glove client support experience, ensuring proactive communication, seamless service delivery, and alignment between technical operations and client business objectives. * Participate in after-hours management support or escalations as needed. ## Related Videos - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [Your Infrastructure Is Not a Playground: AI Agents for Infra Done Right](https://www.wearedevelopers.com/videos/2084-your-infrastructure-is-not-a-playground-ai-agents-for-infra-done-right) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers)