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.

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