Service Desk Manager (MSP Environment)

Synergy Business Consulting, Inc.

5+ years

Broward, FL (Hybrid - 3+ days onsite)

Full-time

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Skills

Service Desk Management MSP Operations ITIL ITSM Tools ConnectWise SLA Management Team Leadership Escalation Management Major Incident Management Microsoft 365 Networking Fundamentals Endpoint Security

About the role

We are seeking an experienced Service Desk Manager to lead high-performing support operations within a fast-paced Managed Services (MSP) environment. Oversee service desk and dispatch teams, drive operational excellence, ensure SLA/KPI/CSAT goals.

Requirements

5+ years managing Service Desk / IT Support operations
3+ years managing high-volume support environments, SLAs, and escalations
Strong MSP environment experience (highly preferred)
Hands-on ITSM tools experience (ConnectWise preferred)
Knowledge of end-user support, Microsoft 365, endpoint security, networking fundamentals

What you'll do

Lead, mentor, and develop supervisors, technicians, and dispatch teams
Oversee multi-client service desk operations in an MSP setting
Own and improve service desk workflows, escalation paths, SOPs
Act as escalation point for critical issues, lead Major Incident Management
Track and report on SLA performance, CSAT, FCR, backlog

Where this was posted

linkedin.com
https://linkedin.com/jobs/view/445074812710d ago

Seen 10d ago · first found Aug 16, 2026