MSP Service Desk Lead - SLA Champion & Ops Innovator

Red Cup IT, Inc.; Los Angeles (CA); On-site; USD 110,000 - 140,000; Full time

Job summary

A managed services provider in Los Angeles is seeking an experienced MSP Service Desk Manager. The successful candidate will lead a team of service desk technicians and ensure high-quality service delivery to clients. Responsibilities include overseeing daily operations, maintaining SLA compliance, and acting as the primary point of escalation for incidents. The ideal candidate will have 3-5 years of experience in a managed services environment and a solid understanding of ITSM processes. Strong leadership and communication skills are essential.

Qualifications

• 3-5+ years of experience in an MSP or similar managed services environment.
• 2+ years in a leadership role managing a technical support team.
• Strong understanding of ITSM/ITIL processes; ITIL certification preferred.
• Broad technical knowledge of networking fundamentals and endpoint management.
• Proven ability to manage SLAs and handle escalations.

Responsibilities

• Lead, coach, and develop a team of service desk technicians.
• Oversee daily service desk operations including ticket resolution.
• Maintain and improve SLA compliance through monitoring.
• Design and implement service desk processes aligned with ITIL best practices.
• Act as the primary escalation point for complex incidents.

Skills

People leadership and coaching

Customer service and conflict resolution

Process design and continuous improvement

Incident and major incident management

Time management and prioritization

Tools

Windows Server

Microsoft 365

RMM/PSA Tools

Job description

A managed services provider in Los Angeles is seeking an experienced MSP Service Desk Manager. The successful candidate will lead a team of service desk technicians and ensure high-quality service delivery to clients. Responsibilities include overseeing daily operations, maintaining SLA compliance, and acting as the primary point of escalation for incidents. The ideal candidate will have 3-5 years of experience in a managed services environment and a solid understanding of ITSM processes. Strong leadership and communication skills are essential.