Service Desk Manager: Lead SLA, Dispatch & Team

Socket.dev; Burbank (CA); On-site; USD 111,000 - 130,000; Full time

Job summary

Socket.dev is seeking a Service Desk Manager in Burbank, CA to own the daily operation of our service desk, manage a technical team, and drive SLA performance for multiple clients. This on-site role will shape ticket quality, dispatch, and escalation processes while providing leadership across onboarding and client deployments.

You will oversee a multi-client MSP setup, improve metrics like SLA attainment and CSAT, and ensure clear, calm communication with non-technical stakeholders.

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
• A 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

IT service desk

Team management

PSA/ticketing tools

Microsoft 365

Windows & AD

Networking fundamentals

Endpoint management

SLA/CSAT improvement

Clear communication

MSP experience

ITIL foundation

Tools

Autotask

ConnectWise

Halo

ServiceNow

Job description

Socket.dev is seeking a Service Desk Manager in Burbank, CA to own the daily operation of our service desk, manage a technical team, and drive SLA performance for multiple clients. This on-site role will shape ticket quality, dispatch, and escalation processes while providing leadership across onboarding and client deployments.

You will oversee a multi-client MSP setup, improve metrics like SLA attainment and CSAT, and ensure clear, calm communication with non-technical stakeholders.