Service Desk Manager; MSP

Position: Service Desk Manager (MSP)

This range is provided by Bowman Williams. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$85,000.00/yr - $/yr

Additional compensation types

Annual Bonus

Service Desk Manager (MSP) must have Connect Wise

Career Track to Operations Leadership / Executive Management

Hybrid | DFW Area

$85,000–$100,000 + Full Benefits

We’re a well‑established Managed Service Provider with a mature client base and long‑term vision. As the organization continues to scale, we are seeking a Service Desk Manager with deep MSP experience, strong Connect Wise expertise, and Tier 2+ technical capability—someone who can confidently lead service delivery today and grow into broader operational or executive leadership tomorrow.

This role is designed for a proven MSP professional who understands service desk dynamics, can jump into escalations when needed, and knows how to leverage Connect Wise to drive efficiency, accountability, and results.

Why This Role Is Different

This position is intentionally structured as a pathway into Operations or senior leadership.

You will:

• Own service desk performance using Connect Wise as your operational backbone
• Act as a technical escalation point beyond your team
• Influence how service delivery is run, measured, and improved
• Work closely with executive leadership and be visible across the organization
• Grow into expanded responsibility as the MSP scales

This is a 70% technical / 30% administrative role, requiring both hands‑on technical depth and strong leadership instincts.

What You’ll Be Responsible For

• Service Desk Leadership (Connect Wise-Centric)
• Lead and manage Service Desk technicians in an MSP environment
• Own daily operations of Connect Wise service boards, workflows, SLAs, and reporting
• Ensure tickets are properly triaged, escalated, and resolved
• Manage scheduling, workload balancing, and technician performance
• Maintain consistent service quality and client satisfaction
• Serve as Tier 2+ escalation point for complex issues
• Jump in to troubleshoot higher-level incidents when needed
• Triage server, virtualization, security, and network‑related issues
• Ensure escalations are resolved efficiently and correctly

Operations & Process Ownership

• Improve workflows, documentation, and service desk procedures within Connect Wise
• Partner with leadership to evolve service delivery and operational maturity
• Identify inefficiencies and implement practical improvements
• Contribute to long‑term operational planning and growth initiatives

Must‑Have Requirements (Non‑Negotiable)

• 5+ years of experience working in a Managed Service Provider (MSP) environment
• 5+ years of hands‑on experience using Connect Wise (required)
• Proven Service Desk Management experience within an MSP
• Tier 2 or higher technical experience with the ability to jump into escalations
• Deep understanding of Connect Wise service boards, ticket workflows, SLAs, and reporting
• Strong leadership, communication, and organizational skills
• Experience managing reactive service boards and technician scheduling

Candidates without MSP experience or Connect Wise experience will not be considered.

Technical Exposure (Escalation & Triage)

This role requires hands‑on technical capability for escalation—not daily engineering.

• Firewalls & Networking:
  Sonic Wall, Fortinet
• Security Stack:
  Rocket Cyber, Datto EDR, Sentinel One, Threat Locker, Duo
• Endpoint & Cloud:
  Microsoft 365, Windows environments
• 401(k) with employer match
• Clear advancement path into Operations or senior leadership

Who This Role Is Ideal For

• A current Service Desk Manager or Senior Escalation Engineer in an MSP
• A Connect Wise power user who understands service delivery at scale
• A technical leader ready to move into operations or executive leadership
• Someone who wants ownership, influence, and long‑term career growth

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

Information Services and IT Services and IT Consulting

Benefits

• Medical insurance
• Vision insurance
• 401(k)
• Paid maternity leave
• Paid paternity leave
• Disability insurance

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