Service Desk Manager MSP

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