Service Desk Manager - Lead SLA, Dispatch & Team Growth

Internetwork Expert; 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

Vendor training and certifications

Stocked kitchen and team lunches

Job summary

Frontline in Los Angeles area seeks a Service Desk Manager in Burbank, CA for on-site leadership of the service desk. You will own queue management, SLAs, and people, guiding a multi-client team in a fast-paced IT services environment.

You will drive performance metrics, manage staffing, and ensure top-notch ticket quality and customer satisfaction, with a focus on process discipline and continual improvement.

Qualifications

• 5+ years in IT service desk or systems support.
• 3+ years directly managing a technical support team.
• Hands-on with a PSA/ticketing platform.
• Strong working knowledge of Microsoft 365 and AD.
• Clear written and verbal communication with non-technical people.

Responsibilities

• Oversee daily operation of the service desk across clients.
• Monitor SLA performance and reporting to leadership.
• Manage dispatch, scheduling, and escalation processes.
• Coach and develop the technician team and onboarding.
• Maintain SOPs, knowledge base, and escalation paths.

Skills

IT service desk

Team leadership

SLA management

Ticketing discipline

Communication

Tools

Autotask

ConnectWise

Halo

ServiceNow

Microsoft 365

Active Directory

Entra ID

Job description

Frontline in Los Angeles area seeks a Service Desk Manager in Burbank, CA for on-site leadership of the service desk. You will own queue management, SLAs, and people, guiding a multi-client team in a fast-paced IT services environment.

You will drive performance metrics, manage staffing, and ensure top-notch ticket quality and customer satisfaction, with a focus on process discipline and continual improvement.