Service Desk Manager: Lead SLA, Dispatch & Team

Frontline, LLC - Managed IT Services and IT Support; Los Angeles (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, and vend

Stocked kitchen and weekly lunches

Process improvements implemented

Job summary

Frontline, LLC - Managed IT Services and IT Support seeks a Service Desk Manager to own daily desk operations for multiple clients in a strictly on-site LA environment. You will drive SLA metrics, optimize dispatch, and lead the technician team to deliver reliable IT support.

You bring 5+ years in IT service desk and 3+ years managing teams, with hands-on PSA tools and strong communication. MSP exposure and ITIL background are pluses for this role.

Qualifications

• 5+ years in IT service desk, application, or systems support.
• 3+ years directly managing a technical support team.
• Hands-on with PSA/ticketing platforms such as Autotask, ConnectWise, Halo, or ServiceNow.
• Proficient with Microsoft 365, Windows, Active Directory, and Entra ID.
• Ability to improve SLA/CSAT/backlog metrics.
• Clear, calm communication with non-technical stakeholders.
• MSP or multi-client environment experience preferred.
• ITIL foundation or equivalent process background a plus.

Responsibilities

• Oversee daily service desk operations across clients.
• Monitor SLA performance and drive improvements.
• Ensure ticket quality and accurate time entry.
• Coordinate dispatch and scheduling.
• Serve as escalation point for major incidents and client dissatisfaction.
• Produce weekly/monthly desk performance reports.
• Develop SOPs, escalation paths, and knowledge base.
• Hire, onboard, coach, and manage technicians.
• Onboard new clients without disrupting existing desks.

Skills

IT service desk

Team leadership

PSA/ticketing tools

MS 365 & Windows

AD & Entra ID

Communication skills

ITIL knowledge

Tools

Autotask

ConnectWise

Halo

ServiceNow

Job description

Frontline, LLC - Managed IT Services and IT Support seeks a Service Desk Manager to own daily desk operations for multiple clients in a strictly on-site LA environment. You will drive SLA metrics, optimize dispatch, and lead the technician team to deliver reliable IT support.

You bring 5+ years in IT service desk and 3+ years managing teams, with hands-on PSA tools and strong communication. MSP exposure and ITIL background are pluses for this role.