Service Desk Manager | MSP Team Leader

VIP IT; Glendale (CA); Hybride; USD 81 000 - 99 000; Plein temps

Avantages offerts par ce poste

Medical, Dental, Vision

401(k)

Life Insurance

PTO & Holidays

Résumé du poste

VIP IT, Inc. is seeking a Service Desk Manager to lead a high-performing team, overseeing daily ticket dispatch, SLAs, and client satisfaction on a hybrid/remote West Coast platform.

You will coach technicians, manage escalations, and partner with account management to improve service delivery, profitability, and operational performance while shaping a culture of accountability and continuous improvement.

Qualifications

• 3+ years of experience managing a technical support, service desk, operations, or similar team.
• Demonstrated success coaching employees, managing performance, and building accountable teams.
• Strong understanding of ticketing systems, dispatch workflows, and service delivery processes.
• Ability to manage competing priorities in a fast-paced environment.
• Excellent communication, problem-solving, and organizational skills.

Responsabilités

• Oversee daily ticket dispatch, prioritization, scheduling, and service delivery.
• Maintain consistent ticket flow, minimize aging tickets, and ensure SLA compliance.
• Manage escalations, service bottlenecks, and competing priorities.
• Enforce accurate ticket documentation, status updates, and resolution standards.
• Maintain scheduling discipline and ensure technician time entries are accurate and timely.
• Lead, coach, and develop technicians through regular one-on-ones and performance reviews.
• Establish measurable performance expectations and hold team members accountable.
• Foster healthy competition, teamwork, and pride in achieving shared goals.
• Address performance concerns directly while providing constructive coaching.
• Support hiring, onboarding, training, and professional development.
• Build a culture where technicians take ownership, communicate effectively, and continuously improve.
• Monitor response times, resolution rates, escalations, and client satisfaction.
• Ensure clear, proactive communication with clients regarding service issues and expectations.
• Identify recurring technical issues and opportunities to improve service delivery.
• Collaborate with account management, projects, and leadership to resolve client concerns.
• Implement quality assurance processes to improve ticket accuracy and reduce repeat issues.
• Track service desk KPIs, technician productivity, utilization, and performance trends.
• Identify inefficiencies and implement practical process improvements.
• Coordinate with Finance to ensure accurate billing documentation and time capture.
• Leverage reporting, automation, and service management tools to improve efficiency.
• Progressively develop expertise in hourly rate, service gross margin, and capacity planning.

Connaissances

Leadership

Coaching

Communication

Service desk

Prioritization

Problem solving

Time management

Customer service

Outils

ConnectWise Manage

MSPbots

TimeZest

NinjaOne

SentinelOne

Microsoft 365

Intune

Entra ID

Description du poste

VIP IT, Inc. is seeking a Service Desk Manager to lead a high-performing team, overseeing daily ticket dispatch, SLAs, and client satisfaction on a hybrid/remote West Coast platform.

You will coach technicians, manage escalations, and partner with account management to improve service delivery, profitability, and operational performance while shaping a culture of accountability and continuous improvement.