MSP Service Desk Manager

Description

We are looking for a skilled MSP Service Desk Manager to lead and oversee service desk operations in Lake Forest, California. In this long-term contract position, you will manage a dynamic team of technicians, ensuring exceptional service delivery and operational efficiency. The ideal candidate will possess strong leadership qualities, a deep understanding of IT service management, and the ability to drive continuous improvement in a fast-paced environment.

Responsibilities:
Supervise daily service desk activities to ensure high-quality support and client satisfaction.
Provide leadership and mentorship to service desk staff, fostering attention to detail and a collaborative work environment.
Manage ticket assignments, schedules, and technician workloads to ensure timely resolution and adherence to service level agreements.
Oversee incident triage and prioritize tickets based on urgency and business impact.
Communicate effectively with clients, providing updates and resolving service-related issues promptly.
Monitor service metrics, including ticket volume, response times, and technician utilization, to identify areas for improvement.
Implement process enhancements to optimize service desk operations and maintain compliance with organizational standards.
Serve as the escalation point for complex technical issues and client concerns.
Collaborate with leadership to refine policies, procedures, and workflows for improved efficiency.
Ensure accurate documentation and time tracking for audit readiness and operational reporting.

Requirements

Minimum of 3 years of experience in IT service desk management or related roles.
Proven ability to lead and coordinate technical teams in a high-volume service environment.
Proficiency with ticketing systems, such as ConnectWise or similar platforms.
Strong knowledge of Active Directory, ITSM principles, and service desk ticket management.
Excellent decision-making and multitasking skills, particularly under pressure.
Exceptional communication skills, both written and verbal, with a customer-centric approach.
Familiarity with Windows environments, networking basics, and Office 365 or Google Workspace.
Experience working with compliance frameworks and service desk metrics, such as SLAs and KPIs.

Technology Doesn't Change the World, People Do.

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