Service Desk Manager - Boca Raton FL onsite

Our client, an established Managed Services Provider (MSP), is seeking a hands-on Service Desk Manager to lead its Level 1 technical support team and deliver exceptional, white-glove service across multiple business clients. This is a player-coach role combining team leadership, ticket and SLA management, technical escalations, and continuous service improvement., Lead, coach, and develop Level 1 Service Desk Engineers while remaining hands-on with technical escalations and ticket resolution. Oversee high-volume ticket and phone queues, prioritization, assignments, and SLA compliance. Troubleshoot and escalate issues involving desktops, networking, Microsoft 365, Azure, systems, security, and voice services. Manage client communications during critical incidents, outages, and service disruptions. Monitor service performance, identify recurring issues, and implement process improvements. Maintain technical documentation, knowledge base articles, and service desk procedures. Collaborate with Engineering and Service Delivery leadership to ensure timely resolution and excellent client satisfaction.

5+ years of experience working for a Managed Services Provider (MSP). 3+ years leading a Service Desk or frontline technical support team. Hands-on knowledge of Microsoft Azure infrastructure OR Microsoft 365 administration (Exchange Online, SharePoint, Teams, Entra ID). Strong understanding of ITIL incident and major incident management. Experience managing high-volume ticket queues, SLAs, and multiple external clients. Excellent troubleshooting, leadership, and executive-level client communication skills. Preferred Qualifications ITIL, CCNA, or Microsoft Azure certification. Experience with MSP PSA platforms and monitoring tools such as LogicMonitor. Ideal Candidate: A technically capable, customer-focused service desk leader who thrives in an MSP environment, can coach and hold teams accountable, and is comfortable resolving escalations personally while maintaining a high standard of client service.