Service Desk Manager - Boca Raton FL onsite

DSN • Boca Raton, FL

4d • Onsite

About The Position

An established Managed Services Provider (MSP) is seeking a hands-on Service Desk Manager to lead its Level 1 technical support team and provide high-quality, white-glove service to multiple business clients. This player-coach role combines team leadership, ticket and SLA management, technical escalations, and continuous service improvement. The ideal candidate is technically capable and customer-focused, can coach and hold a team accountable, and is comfortable resolving escalations personally while maintaining a high standard of client service.

Requirements

• At least 5 years of experience working for a Managed Services Provider (MSP).
• At least 3 years leading a Service Desk or frontline technical support team.
• Hands-on knowledge of Microsoft Azure infrastructure or Microsoft 365 administration, including Exchange Online, SharePoint, Teams, and Entra ID.
• Strong understanding of ITIL incident and major incident management.
• Experience managing high-volume ticket queues, SLAs, and multiple external clients.
• Excellent troubleshooting, leadership, and executive-level client communication skills.

Nice To Haves

• ITIL, CCNA, or Microsoft Azure certification.
• Experience with MSP PSA platforms and monitoring tools such as LogicMonitor.

Responsibilities

• Lead, coach, and develop Level 1 Service Desk Engineers while handling technical escalations and ticket resolution.
• Oversee high-volume ticket and phone queues, including prioritization, assignments, and SLA compliance.
• Troubleshoot and escalate issues involving desktops, networking, Microsoft 365, Azure, systems, security, and voice services.
• Manage client communications during critical incidents, outages, and service disruptions.
• Monitor service performance, identify recurring issues, and implement process improvements.
• Maintain technical documentation, knowledge base articles, and service desk procedures.
• Collaborate with Engineering and Service Delivery leadership to support timely resolution and client satisfaction.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed