Senior Manager of MSP Service Desk

• Employment Type: Full-Time
• FLSA Status: Exempt
• Department: MSP
• Work Location: Remote (U.S.
  
  -Based); on-call escalation support and occasional overnight coverage may be required

The Senior Manager of MSP Service Desk provides strategic and operational leadership for a fully remote, high-volume technical support team. This role leads service delivery, workforce planning, performance management, process improvement, and quality assurance while developing onshore and offshore team members and serving as a senior escalation point. By strengthening service operations and partnering with clients, Account Managers, technical teams, and senior leaders, this position improves the client experience, supports account health, and helps the Service Desk scale effectively.

• Lead day-to-day and strategic Service Desk operations, including staffing, scheduling, workload distribution, resource allocation, and service delivery.
• Coach and develop fully remote team leads and Service Desk technicians across onshore and offshore teams, setting clear expectations and strengthening accountability.
• Own performance against service-level expectations, quality standards, key performance indicators, and client experience goals.
• Monitor ticket queues, availability, ticket boards, and open cases, adjusting priorities and staffing to maintain responsive support.
• Serve as a senior escalation point for complex, urgent, or high-impact technical and client issues, including on-call support as needed.
• Establish, document, audit, and continuously improve Service Desk processes, workflows, quality assurance practices, and operating standards.
• Analyze operational data to identify trends, root causes, capacity needs, and opportunities to improve productivity, service quality, and scalability.
• Assess team structure, coverage, and technical skill needs; build cross-training, development, and succession plans that strengthen service continuity.
• Support workforce planning, hiring, onboarding, training, performance evaluations, and employee relations activities in partnership with Human Resources.
• Partner with Account Managers and technical stakeholders to understand client needs, address service concerns, and lead accountable improvement plans.
• Participate in client meetings, monthly reviews, business reviews, and quarterly business reviews, presenting performance insights and recommended actions.
• Create an inclusive, high-performing team environment built on open communication, ownership, continuous learning, and responsive client service.

• Bachelor’s degree in computer science, information technology, a related field, or an equivalent combination of education and relevant experience.
• At least 7 years of progressive experience in a service desk, technical support, or managed services environment, including people leadership responsibility.
• Demonstrated experience leading technical support operations, managing escalations, and improving team performance in a fast-paced, client-facing environment.
• Experience managing remote employees and leading distributed teams with a strong focus on accountability, coaching, and development.
• Strong knowledge of ticket lifecycle management, workforce planning, service metrics, quality assurance, process documentation, and continuous improvement.
• Ability to analyze operational data, identify trends, and translate findings into clear recommendations and action plans.
• Experience with case or ticket management systems, CRM platforms, and Microsoft products, including Microsoft Teams.
• Exceptional written, verbal, interpersonal, and client engagement skills, with the ability to communicate effectively across technical teams,…