Service Desk Manager (Managed Service Provider)

Frontlineinc; Los Angeles (CA); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) match

Paid time off

Training & certs

Lunches provided

Impactful process improvements

Job summary

Frontlineinc is seeking a Service Desk Manager in Burbank, CA to own daily operations of the service desk, drive SLA performance, and lead a multi-client IT support team. You will optimize dispatch, escalation paths, and knowledge base while mentoring technicians and coordinating onboarding for new clients.

Ideal candidates have 5+ years in IT service desk roles, 3+ years of people management, and hands-on experience with PSA/ticketing tools.

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
• 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 preferred
• ITIL foundation or equivalent process background is a plus

Responsibilities

• Oversee daily operation of the service desk, including intake, triage, dispatch, prioritization, escalation and ticket closure across client environments
• Monitor SLA performance: response time, resolution time, aging, backlog, and first-contact resolution
• Improve ticket quality with fewer touches and accurate time entries
• Manage dispatch and scheduling to ensure full coverage including lunch, PTO and after-hours
• Serve as escalation point for major incidents and for unhappy clients; identify and fix root causes
• Provide weekly and monthly desk performance reports with actionable recommendations
• Develop and maintain standard operating procedures and knowledge base
• Recruit, onboard, coach, and appraise the technician team
• Onboard new clients without disrupting existing ones

Skills

IT service desk experience

People management

Strong communication

Multi-client environment

Process improvement

Education

ITIL Foundation

Tools

Autotask

ConnectWise

Halo

ServiceNow

Job description

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