Onsite MSP Service Desk Manager – Lead & Elevate Support

DSN-IT; Boca Raton (FL); On-site; USD 85,000 - 120,000; Full time

Job summary

DSN-IT in Boca Raton, FL is seeking a hands-on Service Desk Manager to lead its Level 1 technical support team and deliver exceptional, white-glove service across multiple business clients onsite. This player-coach role blends team leadership, ticket and SLA management, technical escalations, and continuous service improvement.

The ideal candidate has MSP experience, 3+ years leading a service desk, and strong ITIL knowledge, with hands-on Azure or Microsoft 365 administration.

Qualifications

• 5+ years of experience working for a Managed Services Provider (MSP).
• 3+ years leading a Service Desk or frontline technical support team.
• Hands-on knowledge of Microsoft Azure infrastructure OR Microsoft 365 administration (Exchange Online, SharePoint, Teams, Entra ID).
• Strong understanding of ITIL incident and major incident management.
• Experience managing high-volume ticket queues, SLAs, and multiple external clients.
• Excellent troubleshooting, leadership, and executive-level client communication skills.

Responsibilities

• Lead, coach, and develop Level 1 Service Desk Engineers while remaining hands-on with technical escalations and ticket resolution.
• Oversee high-volume ticket and phone queues, prioritization, assignments, and SLA compliance.
• Troubleshoot and escalate issues involving desktops, networking, Microsoft 365, Azure, systems, security, and voice services.
• Manage client communications during critical incidents, outages, and service disruptions.
• Monitor service performance, identify recurring issues, and implement process improvements.
• Maintain technical documentation, knowledge base articles, and service desk procedures.
• Collaborate with Engineering and Service Delivery leadership to ensure timely resolution and excellent client satisfaction.

Skills

MSP experience

Team leadership

Azure or Microsoft 365

ITIL incident management

Ticketing & SLAs

Executive communication

Tools

LogicMonitor

PSA platforms

Job description

DSN-IT in Boca Raton, FL is seeking a hands-on Service Desk Manager to lead its Level 1 technical support team and deliver exceptional, white-glove service across multiple business clients onsite. This player-coach role blends team leadership, ticket and SLA management, technical escalations, and continuous service improvement.

The ideal candidate has MSP experience, 3+ years leading a service desk, and strong ITIL knowledge, with hands-on Azure or Microsoft 365 administration.