Anonymous Company
A company is looking for a Service Desk Manager for their Managed Services Provider (MSP) role. Key Responsibilities: Manage day-to-day operations of the service desk team Ensure SLA and SLO attainment, oversee dispatch process, and handle customer escalations Contribute to team development,
Job Summary
A company is looking for a Service Desk Manager for their Managed Services Provider (MSP) role.
Key Responsibilities:
- Manage day-to-day operations of the service desk team
- Ensure SLA and SLO attainment, oversee dispatch process, and handle customer escalations
- Contribute to team development, drive problem resolutions, and facilitate customer communications
Required Qualifications:
- Familiarity with MSP RMM and MDM solutions, Microsoft, Cisco, or VMware certifications
- 5+ years in MSP leadership, 3+ years of engineering experience in an MSP capacity
- ITSM Workflow & Incident Management experience, ITIL certification or willingness to achieve
- Strong analytical, diagnostic, and technical troubleshooting skills
- Prior experience managing 24×7 operations and strong leadership qualities