Service Desk Manager - MSP Lead (Onsite, Boca Raton)

Job Juncture; Boca Raton (FL); On-site; USD 100,000 - 115,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

Job Juncture in Boca Raton, FL seeks a hands-on Service Desk Manager to lead Level 1 engineers in a fast-paced MSP environment. This player-coach role combines team leadership, incident management, SLA tracking, and ongoing service improvements, with onsite duties and direct client communications during outages.

The ideal candidate brings 5+ years MSP experience, 3+ years in frontline leadership, and strong skills in Azure or Microsoft 365, ITIL, and high-volume ticketing across multiple clients.

Qualifications

• 5+ years of MSP experience.
• 3+ years leading a Service Desk or frontline technical support team.
• Hands-on knowledge of Microsoft Azure infrastructure OR Microsoft 365 administration (Exchange Online, SharePoint, Teams, Entra ID).
• Strong understanding of ITIL incident and major incident management.
• Experience managing high-volume ticket queues, SLAs, and multiple external clients.
• Excellent troubleshooting, leadership, and executive-level client communication skills.

Responsibilities

• Lead, coach, and develop Level 1 Service Desk Engineers while remaining hands-on with escalations and ticket resolution.
• Oversee high-volume ticket and phone queues, prioritization, assignments, and SLA compliance.
• Troubleshoot issues involving desktops, networking, Microsoft 365, Azure, systems, security, and voice services.
• Manage client communications during critical incidents, outages, and service disruptions.
• Monitor service performance, identify recurring issues, and implement process improvements.
• Maintain technical documentation, knowledge base articles, and service desk procedures.

Skills

MSP experience

Team leadership

Azure or M365

ITIL familiarity

SLA & ticket mgmt

Client communication

Job description

Job Juncture in Boca Raton, FL seeks a hands-on Service Desk Manager to lead Level 1 engineers in a fast-paced MSP environment. This player-coach role combines team leadership, incident management, SLA tracking, and ongoing service improvements, with onsite duties and direct client communications during outages.

The ideal candidate brings 5+ years MSP experience, 3+ years in frontline leadership, and strong skills in Azure or Microsoft 365, ITIL, and high-volume ticketing across multiple clients.