IT Service Desk Manager | Proactive MSP Leader

Specialized Recruiting Group - Charlotte, NC; Independence Township (OH); On-site; USD 80,000 - 110,000; Full time

Job summary

Specialized Recruiting Group is seeking an IT Service Desk Manager for a managed services environment in the United States. This leadership role oversees a nine-person service desk, ensuring timely responses, effective escalation, and proactive customer communication.

The candidate will drive service improvements, mentor technicians across multiple tiers, and maintain dashboards for ticketing and performance. This role requires hands-on leadership and strong MSP experience.

Qualifications

• Experience leading a service desk, help desk, or managed services team within an MSP or customer-facing IT services organization.
• Ability to manage ticket queues, SLAs, and customer communications with proactivity and accountability.
• Strong coaching, feedback, and performance management skills for technicians at multiple levels.
• Technical credibility to guide troubleshooting and know when to escalate.
• Experience with MSP platforms such as ConnectWise, Autotask, HaloPSA, Datto, or similar.

Responsibilities

• Lead the day-to-day performance of a nine-person IT service desk.
• Maintain visibility into new, unassigned, aging, overdue, and high-priority tickets.
• Assign and redistribute work based on urgency, complexity, and workload.
• Ensure outages, security incidents, and business-critical issues receive immediate attention.
• Coach and develop service desk technicians from Tier 1 to Tier 2 and Tier 2 to Tier 3.
• Monitor KPIs and follow up on commitments to verify completion.
• Communicate with customers with timely, professional updates throughout the process.

Skills

Leadership

Service desk

MSP operations

Escalation management

Team coaching

Tools

ConnectWise

Autotask

HaloPSA

Datto

N-able

Kaseya

NinjaOne

IT Glue

Job description

Specialized Recruiting Group is seeking an IT Service Desk Manager for a managed services environment in the United States. This leadership role oversees a nine-person service desk, ensuring timely responses, effective escalation, and proactive customer communication.

The candidate will drive service improvements, mentor technicians across multiple tiers, and maintain dashboards for ticketing and performance. This role requires hands-on leadership and strong MSP experience.