Service Desk Manager - MSP

Hamilton Barnes Associates Limited; Kentucky; On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) match

Tuition reimbursement

Performance incentives

Referral bonuses

Phone reimbursement

Internet reimbursement

Paid vacation

Sick leave

Company holidays

Floating holidays

Volunteer day

Job summary

Hamilton Barnes Associates Limited is seeking an experienced Service Desk Manager to lead a high-performing support team within a growing MSP. You’ll oversee Dispatch with Tier 1 and 2 desks, drive ticket excellence, and deliver measurable improvements in service delivery.

In this role, you’ll mentor staff, optimize workflows, and collaborate across the business to ensure outstanding client experiences. Strong MSP background, leadership, and a passion for process optimization are essential.

Qualifications

• 3-5+ years of Service Desk or Helpdesk management experience.
• Experience leading technical support teams in a fast-paced environment.
• MSP experience strongly preferred.
• Experience managing, mentoring, and developing technical staff.
• Familiarity with PSA/ticketing platforms (ConnectWise, Autotask, or similar).
• Understanding of RMM tools and IT service delivery.
• Strong leadership, communication, and organizational skills.
• Proven ability to improve processes and drive operational efficiency.

Responsibilities

• Lead the Dispatch, Tier 1, and Tier 2 Service Desk teams.
• Ensure tickets are prioritized, assigned, escalated, and resolved within SLAs.
• Coach, mentor, and develop team members through regular performance management.
• Improve service desk processes, workflows, and operational consistency.
• Monitor KPIs and service metrics to drive continuous improvement.
• Support major incident management and cross-functional collaboration.
• Assist with recruitment, onboarding, and team growth.
• Contribute to wider business initiatives and operational strategy.

Skills

Leadership

People development

Process improvement

Communication

Operational excellence

Team coaching

Tools

ConnectWise

Autotask

RMM tools

Job description

Are you an experienced Service Desk leader who enjoys developing people, improving processes, and delivering exceptional customer support? We're looking for a Service Desk Manager to lead a high-performing technical support team within a growing Managed Services organization.

Our client is a leading technology solutions provider specialising in managed IT services, cybersecurity, cloud and IT consulting. Taking a consultative, customer-first approach, they partner with organisations to design, implement and support secure, resilient technology environments that enable long-term business success. This is an opportunity to join a collaborative business where technical expertise is valued, innovation is encouraged, and employees are supported with ongoing development and career progression.

In this role, you'll oversee Service Coordination (Dispatch) along with Tier 1 and Tier 2 Helpdesk teams, ensuring efficient ticket management, strong service delivery, and continuous operational improvement. You'll be responsible for coaching and developing your team, optimizing workflows, driving service excellence, and collaborating across the business to deliver an outstanding client experience.

Key Responsibilities:

• Lead the Dispatch, Tier 1, and Tier 2 Service Desk teams
• Ensure tickets are prioritized, assigned, escalated, and resolved within SLAs
• Coach, mentor, and develop team members through regular performance management
• Improve service desk processes, workflows, and operational consistency
• Monitor KPIs and service metrics to drive continuous improvement
• Support major incident management and cross-functional collaboration
• Assist with recruitment, onboarding, and team growth
• Contribute to wider business initiatives and operational strategy

Skills & Experience required:

• 3-5+ years of Service Desk or Helpdesk management experience
• Experience leading technical support teams in a fast-paced environment
• MSP experience strongly preferred
• Experience managing, mentoring, and developing technical staff
• Familiarity with PSA/ticketing platforms (ConnectWise, Autotask, or similar)
• Understanding of RMM tools and IT service delivery
• Strong leadership, communication, and organizational skills
• Proven ability to improve processes and drive operational efficiency

Benefits:

• Medical, dental, vision, life, and disability insurance
• 401(k) with company matching
• Tuition reimbursement
• Performance incentives and referral bonuses
• Cell phone and internet reimbursement
• Paid vacation, sick leave, company holidays, floating holidays, and volunteer day

Salary:

• $95,000-$125,000 per year