Service Desk Manager - Boca Raton FL onsite

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

Service Desk Manager - Boca Raton, FL - onsite!

Our client, an established Managed Services Provider (MSP), 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.

This is a player-coach role combining team leadership, ticket and SLA management, technical escalations, and continuous service improvement.

Key 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.

Required 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.

Preferred Qualifications

Experience with MSP PSA platforms and monitoring tools such as LogicMonitor.

Ideal Candidate: A technically capable, customer-focused service desk leader who thrives in an MSP environment, can coach and hold teams accountable, and is comfortable resolving escalations personally while maintaining a high standard of client service.

www.dsn-it.com