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# Service Desk Manager (Managed Service Provider)

- **Company:** MANAGED IT SERVICES
- **Location:** Burbank, CA, United States
- **Experience:** Experienced
- **Salary:** $110,000.0 - $130,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Networking Basics, Information Technology, Servicenow
- **Published:** September 10, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=3868947db4be2ec0

## About the Role

What you bring

 * 5+ years in IT service desk, application, or systems support
 * 3+ years directly managing a technical support team
 * Hands-on with a PSA/ticketing platform - Autotask, ConnectWise, Halo, ServiceNow, or similar
 * A working command of Microsoft 365, Windows, Active Directory and Entra ID, networking fundamentals, and endpoint management - enough to judge a ticket, not necessarily to solve it yourself
 * Demonstrated experience improving a metric you were handed: SLA attainment, CSAT, backlog, touches per ticket
 * Clear, calm written and verbal communication with non-technical people
 * MSP or multi-client environment experience strongly preferred
 * ITIL foundation or equivalent process background is a plus

## Description

Every business we support has a moment where technology gets in the way of the work. Our service desk is the team that makes that moment short. We're looking for a Service Desk Manager to own how that team runs - the queue, the dispatch, the SLAs, and the people.

Frontline is a Los Angeles managed IT services provider. We've been at this for 15+ years, we support clients across entertainment, legal, financial services, healthcare, and nonprofit, and we're rated five stars by more than 50 clients on Google. Our tagline is Worry-Free IT, and the service desk is where we earn it. https://www.frontlineinc.com
What you'll own

 * Daily operation of the service desk - intake, triage, dispatch, prioritization, escalation, and closure across every client environment
 * SLA performance: response time, resolution time, aging, backlog, and first-contact resolution
 * Ticket quality - fewer touches per ticket, clean documentation, accurate time entry
 * Dispatch and scheduling, so every technician has a full, sensible day and coverage holds through lunch, PTO, and after-hours
 * Escalation point for major incidents and for clients who are unhappy - you handle the conversation, then fix the cause
 * Weekly and monthly reporting to leadership on desk performance, with a recommendation attached to every number
 * Standard operating procedures, escalation paths, and knowledge base discipline
 * Hiring, onboarding, coaching, and performance management for the technician team
 * Onboarding new clients onto the desk without disrupting the clients already on it


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