Information Technology Service Desk Manager; MSP

Information Technology Service Desk Manager - Managed Services Provider

Employment Type

Contract-to-hire or Full-Time

We are seeking an experienced IT Service Desk Manager to lead a team of nine technical support professionals within an established managed IT services environment. This is a hands‑on leadership role for someone who takes ownership of the entire service experience - not simply someone who manages reports, meetings, and metrics.

The Service Desk Manager will maintain continuous awareness of the support operation: what is coming into the queue, what needs immediate attention, which technicians are overloaded or need assistance, which tickets are becoming stale, what customers have been promised, and where an issue may require escalation. You do not need to be the most senior engineer on the team. You do need enough technical depth and judgment to recognize when troubleshooting is not progressing appropriately, ask the right questions, and know when and where to elevate.

The goal is simple:
identify and address problems before a customer or senior leadership has to point them out.

• Lead the day-to-day performance of a nine-person IT service desk
  .
• Maintain active visibility into new, unassigned, aging, overdue, and high-priority tickets.
• Assign and redistribute work based on urgency, complexity, technician workload, and skill level.
• Ensure outages, security incidents, and other business‑critical issues receive immediate attention.
• Identify stalled or poorly progressing tickets and intervene before they become customer escalations.
• Monitor response and resolution performance, stale-ticket volume, workload distribution, and other service‑level KPIs.
• Own service issues through completion, even when the technical work has been delegated to someone else.
• Follow up on commitments and verify that assigned work is actually completed.
• Directly manage, coach, and develop service desk technicians across varying levels of experience.
• Establish clear expectations and hold team members accountable for performance, communication, documentation, and follow-through.
• Conduct regular one-on-one meetings and provide timely, constructive feedback.
• Understand each technician's strengths, weaknesses, workload, and training needs.
• Help develop technicians from Tier 1 to Tier 2 and Tier 2 to Tier 3 responsibilities.
• Coordinate training and development with senior technical resources.
• Recognize strong performance while addressing recurring performance or accountability issues directly.

• Ensure customers receive timely, professional, and proactive communication throughout the support process.
• Step into sensitive or escalated customer situations when appropriate.
• Make sure customers understand the current status, next step, and ownership of their issue.
• Anticipate potential escalations rather than waiting for a customer complaint.
• Recognize when an issue has exceeded an appropriate troubleshooting window or technician skill level and engage senior engineering resources.
• Provide leadership with concise, actionable summaries of significant customer, technical, or security-related issues.

• Review tickets for troubleshooting quality, professionalism, completeness, and documentation.
• Ensure technicians clearly document work performed, troubleshooting steps, customer communication, and next actions.
• Look beyond individual tickets to identify recurring issues and opportunities for root‑cause resolution.
• Maintain and improve processes involving ticket handling, escalation, onboarding/offboarding, patching, documentation, and recurring operational responsibilities.
• Identify single points of failure and ensure important…