Sr. Manager, MSP Service Desk

Insight Global; Tampa (FL); On-site; USD 95,000 - 130,000; Full time

Job summary

Insight Global is seeking an experienced MSP Service Desk leader to run daily operations and strategy. You will manage staffing, queues, workload distribution, and resource allocation while ensuring service levels and customer satisfaction.

You will coach Service Desk managers and technicians, track KPIs, and escalate complex issues. The role requires strong leadership, remote-team experience, and deep MSP knowledge.

Qualifications

• 7+ years of progressive Service Desk, technical support, or managed services experience.
• 5+ years in MSP environments.
• 5+ years in a leadership role managing teams.
• Experience leading remote staff (12–20 people).

Responsibilities

• Lead the daily and strategic operation of the MSP Service Desk.
• Staffing, scheduling, queue coverage, workload distribution, and resource allocation.
• Monitor queues, Teams availability, tickets, backlogs, and service levels; adjust as needed.
• Coach and develop Service Desk managers, leads, and technicians; set expectations and performance standards.
• Prepare and present KPIs, SLAs, and client-experience metrics; identify improvement opportunities.
• Serve as senior escalation point for complex client issues; coordinate troubleshooting and communications.
• Develop workflows, SOPs, and best practices; participate in interviewing and onboarding.

Skills

People management

Client-facing

Staffing & scheduling

Service desk leadership

ConnectWise

Tools

ConnectWise

Job description

Job Description

• Lead the daily and strategic operation of the MSP Service Desk
• Manage staffing, schedules, queue coverage, workload distribution, and resource allocation
• Monitor phone queues, Teams availability, ticket boards, assigned cases, backlogs, and service levels
• Adjust staffing and ticket priorities when service levels or client commitments are at risk
• Coach and develop Service Desk managers, leads, and technicians
• Establish clear expectations and hold the team accountable for performance and service quality
• Track KPIs, SLAs, quality standards, productivity, and client-experience metrics
• Review operational data to identify trends, root causes, capacity needs, and improvement opportunities
• Serve as the senior escalation point for complex, urgent, or high-impact client issues
• Coordinate technical troubleshooting, resolution plans, and stakeholder communication
• Develop and improve workflows, SOPs, documentation, quality standards, and Service Desk best practices
• Conduct performance conversations, employee evaluations, and corrective action in partnership with Human Resources
• Participate in interviewing, selection, onboarding, and training
• Review PTO, schedules, timesheets, and Service Desk coverage
• Review weekly client billing reports and coordinate necessary information with Accounting
• Partner with Account Managers to understand service concerns, client usage, satisfaction risks, and account health
• Provide regular reporting and operational recommendations to leadership

Skills and Requirements

• Minimum 7 years of progressive experience in a Service Desk, technical support, or managed-services environmento Not looking for someone who worked an internal desk, needs someone who has been client facing
• Must have 5 years of experience in an MSP
• 5 years in a leadership role managing teams
• Experience managing remote people (12-20 total minimum)
• Flexibility around service desk hours
• Strong Client Acumeno This person will be client facing, handling escalations and putting together reporting packages
• MUST be someone who can properly coach their teamo Looking for someone who has had prior success developing teams
• Experience in Healthcare environment
• Connectwise experience

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].