MSP Service Desk Lead - White-Glove, SLA-Driven Ops

R2 Unified Technologies; Boca Raton (FL); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

401k matching

Profit sharing

Unlimited PTO

100% Covered Medical & Dental

Life Insurance

Job summary

A leading technology firm in Boca Raton is seeking a Service Desk Manager to lead the Service Desk team. This role focuses on delivering high-quality support, managing service requests, and ensuring SLA compliance. Applicants should have over five years of experience in managed services and significant knowledge of Microsoft Azure and 365. The role emphasizes operational excellence and team leadership. Benefits include unlimited PTO, profit sharing, and comprehensive health coverage.

Qualifications

• 5+ years of experience in a Managed Services Provider (MSP) environment.
• 3+ years leading Service Desk or frontline technical support teams.
• Strong working knowledge of Microsoft Azure and Microsoft 365.

Responsibilities

• Oversee and ensure the timely resolution of service requests and incidents.
• Monitor ticket queues for prioritization and SLA compliance.
• Assist team members with troubleshooting and escalations.

Skills

Microsoft Azure infrastructure services

Microsoft 365 administration

Incident Management

Client-facing communication

High-volume ticket management

Job description

A leading technology firm in Boca Raton is seeking a Service Desk Manager to lead the Service Desk team. This role focuses on delivering high-quality support, managing service requests, and ensuring SLA compliance. Applicants should have over five years of experience in managed services and significant knowledge of Microsoft Azure and 365. The role emphasizes operational excellence and team leadership. Benefits include unlimited PTO, profit sharing, and comprehensive health coverage.