Service Desk Manager

Service Desk Manager (MSP Environment)

📍 Location: Miramar, FL (Hybrid – 3 days onsite)

🔎 About the Role

We are seeking an experienced Service Desk Manager to lead high-performing support operations within a fast-paced Managed Services (MSP) environment. This role is ideal for a hands-on leader who thrives in client-facing environments, understands the complexity of managing multiple customers, and is passionate about delivering exceptional service at scale.

You will oversee service desk and dispatch teams, drive operational excellence, and ensure consistent, high-quality support aligned with SLAs, KPIs, and customer satisfaction goals.

🚀 What You’ll Do

Leadership & Team Management

• Lead, mentor, and develop supervisors, technicians, and dispatch teams
• Build a strong, accountable, customer-first culture
• Manage staffing models, scheduling, and coverage for high-volume support environments

MSP Operations & Service Delivery

• Oversee multi-client service desk operations in an MSP setting
• Ensure SLA adherence, ticket quality, and rapid issue resolution across diverse customer environments
• Drive First Contact Resolution (FCR) and continuous service improvement

ITSM & Process Optimization

• Own and improve service desk workflows, escalation paths, and SOPs
• Apply ITIL best practices across Incident, Problem, Change, and Request Management
• Leverage automation, AI tools, and knowledge management to improve efficiency

Customer Experience & Escalations

• Act as escalation point for critical or high-impact issues
• Lead Major Incident Management and ensure timely communication
• Partner with internal teams and clients to proactively address risks and improve service delivery

Reporting & Analytics

• Track and report on key metrics such as SLA performance, CSAT, FCR, backlog, and response times
• Use data insights to drive process improvements and operational decisions

Vendor & Tools Management

• Manage third-party vendors and support partners
• Optimize use of ITSM tools such as ConnectWise, ManageEngine, and remote monitoring platforms

✅ Required Qualifications

• 5 years of experience managing Service Desk / IT Support operations
• 3 years managing high-volume support environments, SLAs, and escalations
• Strong experience working in an MSP environment (HIGHLY PREFERRED)
• Hands-on experience with ITSM tools (ConnectWise preferred)
• Strong knowledge of:
• End-user support
• Microsoft 365
• Endpoint security
• Networking fundamentals

⭐ Preferred Qualifications

• ITIL Certification (v3 or v4)
• Experience managing remote, hybrid, and distributed teams
• Background supporting multiple clients across different industries
• Experience with automation, AI tools, and service desk optimization strategies

🌟 What We’re Looking For

• A customer-obsessed leader with strong MSP experience
• Proven ability to manage multi-client environments and competing priorities
• Strong communicator who can engage with both technical teams and executive stakeholders
• Data-driven mindset with a focus on continuous improvement

🚀 Why This Role

This is a high-impact leadership opportunity to drive service excellence in a dynamic MSP environment, where you’ll play a key role in shaping operations, improving customer experience, and scaling support delivery.