Service Desk Manager (Managed Service Provider)
About The Position
Every business we support has a moment where technology gets in the way of the work. Our service desk is the team that makes that moment short. We're looking for a Service Desk Manager to own how that team runs — the queue, the dispatch, the SLAs, and the people. Frontline is a Los Angeles managed IT services provider. We've been at this for 15+ years, we support clients across entertainment, legal, financial services, healthcare, and nonprofit, and we're rated five stars by more than 50 clients on Google. Our tagline is Worry-Free IT, and the service desk is where we earn it. https://www.frontlineinc.com
Requirements
- 5+ years in IT service desk, application, or systems support
- 3+ years directly managing a technical support team
- Hands-on with a PSA/ticketing platform — Autotask, ConnectWise, Halo, ServiceNow, or similar
- A working command of Microsoft 365, Windows, Active Directory and Entra ID, networking fundamentals, and endpoint management — enough to judge a ticket, not necessarily to solve it yourself
- Demonstrated experience improving a metric you were handed: SLA attainment, CSAT, backlog, touches per ticket
- Clear, calm written and verbal communication with non-technical people
Nice To Haves
- MSP or multi-client environment experience strongly preferred
- ITIL foundation or equivalent process background is a plus
Responsibilities
- Daily operation of the service desk - intake, triage, dispatch, prioritization, escalation, and closure across every client environment
- SLA performance: response time, resolution time, aging, backlog, and first-contact resolution
- Ticket quality - fewer touches per ticket, clean documentation, accurate time entry
- Dispatch and scheduling, so every technician has a full, sensible day and coverage holds through lunch, PTO, and after-hours
- Escalation point for major incidents and for clients who are unhappy — you handle the conversation, then fix the cause
- Weekly and monthly reporting to leadership on desk performance, with a recommendation attached to every number
- Standard operating procedures, escalation paths, and knowledge base discipline
- Hiring, onboarding, coaching, and performance management for the technician team
- Onboarding new clients onto the desk without disrupting the clients already on it
Benefits
- Medical, dental, and vision
- 401(k) with company match
- Paid time off — vacation, sick, and holidays
- Paid training, certification, and vendor courses
- Stocked kitchen and weekly lunches
- A seat where your process improvements get implemented, not filed
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
