Service Desk Manager: Lead IT Support Team & SLA Excellence

Frontline, LLC - Managed IT Services; Burbank (CA); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, and vision

401(k) with company match

Paid time off — vacation, sick, andhol

Paid training, certification, andv end

Stocked kitchen and weekly lunches

Impactful process improvements

Job summary

Frontline, LLC - Managed IT Services in Burbank, CA is seeking a Service Desk Manager to own the daily operation of the service desk across client environments, including intake, triage, dispatch, prioritization, escalation, and closure.

The role focuses on SLA performance, ticket quality, and staffing; you will drive weekly/monthly leadership reporting and develop SOPs, while coaching a growing technician team in a multi-client MSP setting.

Qualifications

• 5+ years in IT service desk, application, or systems support.
• 3+ years directly managing a technical support team.
• Hands-on with a PSA/ticketing platform — Autotask, ConnectWise, Halo, ServiceNow, or similar.
• Working command of Microsoft 365, Windows, Active Directory and Entra ID, networking fundamentals, and endpoint management.
• Demonstrated experience improving a metric you were handed: SLA attainment, CSAT, backlog, touches per ticket.
• Clear, calm written and verbal communication with non-technical people.
• MSP or multi-client environment experience strongly preferred.
• ITIL foundation or equivalent process background is a plus.

Responsibilities

• Daily operation of the service desk - intake, triage, dispatch, prioritization, escalation, and closure across every client environment.
• SLA performance: response time, resolution time, aging, backlog, and first-contact resolution.
• Ticket quality - fewer touches per ticket, clean documentation, accurate time entry.
• Dispatch and scheduling, so every technician has a full, sensible day and coverage holds through lunch, PTO, and after-hours.
• Escalation point for major incidents and for clients who are unhappy — you handle the conversation, then fix the cause.
• Weekly and monthly reporting to leadership on desk performance, with a recommendation attached to every number.
• Standard operating procedures, escalation paths, and knowledge base discipline.
• Hiring, onboarding, coaching, and performance management for the technician team.
• Onboarding new clients onto the desk without disrupting the clients already on it.

Skills

5+ years in IT service desk

3+ years managing a technical team

PSA/ticketing platforms

Microsoft 365 / Windows / AD / EntraID

SLA, CSAT, backlog improvements

Clear communication with non-technical

MSP / multi-client experience

ITIL foundation or equivalent

Tools

Autotask

ConnectWise

Halo

ServiceNow

Job description

Frontline, LLC - Managed IT Services in Burbank, CA is seeking a Service Desk Manager to own the daily operation of the service desk across client environments, including intake, triage, dispatch, prioritization, escalation, and closure.

The role focuses on SLA performance, ticket quality, and staffing; you will drive weekly/monthly leadership reporting and develop SOPs, while coaching a growing technician team in a multi-client MSP setting.