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Open nowPosted 23 days ago

Service Desk Manager (Managed Service Provider)

Workable (global search)108,016 open roles

Where
Burbank, CA, United States
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Your applicationOpen nowService Desk Manager (Managed Service Provider)Workable (global search) · Burbank, CA, United States

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 23 days ago

Workable (global search) median: 7 days open

The posting

Title: Service Desk Manager

Location: Burbank, CA — on-site (local applicants only)

Pay range: $110,000 – $130,000

About the role

Every business we support has a moment where technology gets in the way of the work. Our service desk is the team that makes that moment short. We're looking for a Service Desk Manager to own how that team runs — the queue, the dispatch, the SLAs, and the people.

Frontline is a Los Angeles managed IT services provider. We've been at this for 15+ years, we support clients across entertainment, legal, financial services, healthcare, and nonprofit, and we're rated five stars by more than 50 clients on Google. Our tagline is Worry-Free IT, and the service desk is where we earn it. https://www.frontlineinc.com

What you'll own

  • Daily operation of the service desk - intake, triage, dispatch, prioritization, escalation, and closure across every client environment
  • SLA performance: response time, resolution time, aging, backlog, and first-contact resolution
  • Ticket quality - fewer touches per ticket, clean documentation, accurate time entry
  • Dispatch and scheduling, so every technician has a full, sensible day and coverage holds through lunch, PTO, and after-hours
  • Escalation point for major incidents and for clients who are unhappy — you handle the conversation, then fix the cause
  • Weekly and monthly reporting to leadership on desk performance, with a recommendation attached to every number
  • Standard operating procedures, escalation paths, and knowledge base discipline
  • Hiring, onboarding, coaching, and performance management for the technician team
  • Onboarding new clients onto the desk without disrupting the clients already on it

Requirements

What you bring

  • 5+ years in IT service desk, application, or systems support
  • 3+ years directly managing a technical support team
  • Hands-on with a PSA/ticketing platform — Autotask, ConnectWise, Halo, ServiceNow, or similar
  • A working command of Microsoft 365, Windows, Active Directory and Entra ID, networking fundamentals, and endpoint management — enough to judge a ticket, not necessarily to solve it yourself
  • Demonstrated experience improving a metric you were handed: SLA attainment, CSAT, backlog, touches per ticket
  • Clear, calm written and verbal communication with non-technical people
  • MSP or multi-client environment experience strongly preferred
  • ITIL foundation or equivalent process background is a plus

Benefits

What we offer

  • Medical, dental, and vision
  • 401(k) with company match
  • Paid time off — vacation, sick, and holidays
  • Paid training, certification, and vendor courses
  • Stocked kitchen and weekly lunches
  • A seat where your process improvements get implemented, not filed
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