Service Desk Manager (Managed Service Provider)

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

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

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

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