Service Desk Manager for a Managed Services Provider (MSP)

Mirazon•Louisville, KY

About The Position

Mirazon is a scaling, people-centered IT company that believes exceptional client service starts with exceptional teams. We’re looking for a Service Desk Manager who thrives on developing people, improving processes, and creating a service experience that clients and employees can depend on. This is a leadership role for an experienced service desk professional who enjoys balancing operational excellence with team development. You value accountability, coaching, and continuous improvement, and you find satisfaction in helping technical teams perform at a high level while delivering outstanding support to clients. Mission of the Position The Service Desk Manager is responsible for leading and optimizing Mirazon’s Service Desk operations, including both our Service Coordination (Dispatch) team and our Tier 1 and Tier 2 Helpdesk teams. This role serves as a critical leader within our Managed Services organization, ensuring work is effectively triaged, assigned, prioritized, and resolved while fostering a culture of accountability, growth, and exceptional client service. The ideal candidate is equally comfortable coaching team members, managing day-to-day operations, improving processes, and contributing to broader organizational initiatives. This role is designed for a leader who wants to grow alongside a scaling organization and help build the next generation of service excellence.

Requirements

3–5+ years of Helpdesk or Service Desk management experience
Experience leading technical support teams in a fast-paced environment
MSP experience strongly preferred
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

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