Service Desk Manager for a Managed Services Provider (MSP)
About The Position
Mirazon is seeking a Service Desk Manager to lead and optimize its Service Desk operations, including Service Coordination (Dispatch) and Tier 1 and Tier 2 Helpdesk teams. This leadership role focuses on developing people, improving processes, and creating an exceptional client service experience. The ideal candidate will balance operational excellence with team development, valuing accountability, coaching, and continuous improvement. This position is critical within the Managed Services organization, ensuring efficient work triage, assignment, prioritization, and resolution, while fostering a culture of accountability, growth, and client service excellence. The role requires comfort in coaching team members, managing daily operations, enhancing processes, and contributing to broader organizational goals.
Requirements
- 3–5+ years of Helpdesk or Service Desk management experience
- Experience leading technical support teams in a fast-paced environment
- Experience managing and developing direct reports
- Familiarity with PSA/ticketing platforms such as ConnectWise, Autotask, or similar tools
- General understanding of remote management and monitoring platforms
- Strong organizational, communication, and leadership skills
- Demonstrated ability to improve processes and drive operational consistency
- Ability to balance tactical execution with strategic thinking
Nice To Haves
- MSP experience strongly preferred
Responsibilities
- Lead and manage the Service Coordination/Dispatch team responsible for work intake, prioritization, and resource assignment.
- Lead and manage Tier 1 and Tier 2 Helpdesk technicians supporting end users and client environments.
- Ensure tickets are handled efficiently, escalated appropriately, and resolved within established service standards.
- Provide leadership support during major incidents, including triage of network and server outages.
- Monitor team performance and service delivery metrics to drive continuous improvement.
- Conduct regular one-on-one meetings and performance coaching with direct reports.
- Develop and execute training plans for Service Coordinators and Helpdesk Technicians.
- Create growth opportunities and career development paths for team members.
- Foster a culture of accountability, learning, collaboration, and client service excellence.
- Assist with recruiting, interviewing, onboarding, and retention of team members.
- Develop, document, and improve service desk processes, procedures, and workflows.
- Identify operational inefficiencies and implement practical solutions.
- Ensure consistent execution of service delivery standards and best practices.
- Partner with leadership to improve capacity planning, workload management, and resource utilization.
- Drive adoption of tools, automation, and process improvements that improve both client and employee experiences.
- Participate in leadership discussions and contribute to organizational initiatives.
- Collaborate with other departments to ensure alignment across service delivery, projects, sales, and client success teams.
- Support the achievement of company goals through effective operational leadership.
- Serve as a role model for Mirazon’s Core Values and leadership expectations.
Benefits
- Life Insurance
- Short-term Disability
- Long-term Disability
- Cafeteria Plan – Premium, Medical, & Child Care Reimbursement
- Health Insurance
- Dental Plan
- Vision Plan
- 401K Matching
- Referral Bonuses
- Tuition Reimbursement
- Performance Incentives
- Vacation Time – 10 days per calendar year
- Sick Leave – 5 days per calendar year
- Paid Company Holidays (7)
- Paid Floating Holidays (2)
- Volunteer Time
- Cell Phone & Internet Reimbursement
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
