MSP Service Desk Manager

A company is looking for an MSP Service Desk Manager responsible for leading the service desk team and ensuring high-quality service delivery to managed services clients. Key Responsibilities Lead and develop a team of service desk technicians, including hiring, training, and performance management Oversee daily operations of the service desk, managing ticket intake, prioritization, and resolution Maintain SLA compliance by monitoring service desk metrics and implementing improvements as needed Qualifications 3-5+ years of experience in an MSP or similar managed services environment 2+ years in a leadership role managing a technical support/service desk team Strong understanding of ITSM/ITIL processes; ITIL certification preferred Broad technical knowledge of Windows Server/AD, Microsoft 365, and common MSP toolsets Proven ability to manage SLAs and handle escalations effectively