Service Desk Manager (Managed Service Provider)

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

Paid training and vendor courses

Stocked kitchen and lunches

Process improvements implementation

Job summary

Frontline is seeking a Service Desk Manager in Burbank, CA to own the daily operation of our service desk across client environments, manage dispatch, triage, SLAs, and the team.

You will drive KPI reporting, implement SOPs, hire and coach technicians, and ensure onboarding of new clients without disruption.

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 knowledge 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

Microsoft 365 / Windows / AD

Entra ID / Networking

SLA / Metrics Improvement

Clear Communication

MSP Experience

ITIL Knowledge

Tools

Autotask

ConnectWise

Halo

ServiceNow

Job description

Location: Burbank, CA — on-site(local applicants only)

Pay range: $110,000 - $130,000

Title: Service Desk Manager

Location: Burbank, CA — on-site(local applicants only)

Pay range: $110,000 - $130,000

About the role

Every business we support has a moment where technology gets in the way of the work. Our service desk is the team that makes that moment short. We're looking for a Service Desk Manager to own how that team runs — the queue, the dispatch, the SLAs, and the people.

Frontline is a Los Angeles managed IT services provider. We've been at this for 15+ years, we support clients across entertainment, legal, financial services, healthcare, and nonprofit, and we're rated five stars by more than 50 clients on Google. Our tagline is Worry-Free IT, and the service desk is where we earn it. https://www.frontlineinc.com

What you'll own

• 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

Requirements

What you bring

• 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 — enough to judge a ticket, not necessarily to solve it yourself
• 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

Benefits

What we offer

• Medical, dental, and vision
• 401(k) with company match
• Paid time off — vacation, sick, and holidays
• Paid training, certification, and vendor courses
• Stocked kitchen and weekly lunches
• A seat where your process improvements get implemented, not filed