Service Desk & Managed Services Manager

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Contact Clint Lester at  to learn more about this opportunity!

This position combines technical leadership, people management, and operational ownership across reactive support, escalations, and proactive managed services delivery.

The ideal candidate has strong hands-on technical experience, is comfortable acting as an escalation point, and is equally motivated by mentoring engineers, building structure, and improving service consistency. This role is intended for someone who still values technical depth but wants to focus their impact on leading people and improving how work gets done.

• Serve as the senior escalation point for complex or high-impact Service Desk and Managed Services issues
• Provide technical leadership during incidents, outages, and service-impacting events
• Assist with root cause analysis and ensure long-term corrective actions are identified and implemented
• Establish and reinforce technical standards across support and managed services teams

• Oversee day-to-day delivery of managed services, including patching, monitoring, alert response, and maintenance activities
• Ensure managed services tasks are executed consistently and meet defined service expectations
• Work with engineering and security teams to align managed services with client requirements and risk tolerance
• Identify recurring issues and drive improvements to reduce reactive work

• Directly manage engineers across Service Desk and Managed Services functions
• Mentor engineers in troubleshooting methodology, technical depth, and professional communication
• Conduct regular one-on-one meetings, performance reviews, and development planning
• Build a culture of accountability, ownership, and continuous improvement

• Own operational workflows across Service Desk and Managed Services
• Define and maintain procedures, runbooks, escalation paths, and minimum technical baselines
• Improve consistency in ticket handling, documentation, and client communication
• Partner with leadership to improve efficiency, service quality, and scalability

• Act as a bridge between Service Desk, Managed Services, Security, and Leadership teams
• Communicate technical risks, trends, and improvement opportunities to leadership
• Assist in capacity planning, prioritization, and service maturity initiatives

• Strong background in IT engineering, support, or managed services environments
• Proven experience handling complex escalations across systems, networks, and endpoints
• Experience mentoring or leading engineers in a formal or informal capacity
• Strong communication and organizational skills
• Clear interest in transitioning into or growing within a management role

• Prior experience in an MSP or managed services environment
• Experience owning or improving operational processes and documentation
• Familiarity with monitoring, patching, and automation platforms
• Experience working with incident, change, or service management frameworks

• Reduced repeat escalations due to effective root cause resolution
• Consistent handling and escalation of Service Desk issues
• Proactive, predictable, and well-documented managed services delivery
• Ongoing technical and professional growth of engineers
• Clear visibility for leadership into service health, risks, and trends

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We strive to create long-lasting relationships with both our clientele and candidates. We look forward to being a part of your future.