Service Desk Manager - MSP

Company: VIP IT, Inc.

Location: Los Angeles, CA (Hybrid or Remote, West Coast Required)

Job Type: Full-Time, Exempt

Compensation: $90,000 Base Salary (DOE) + Performance Incentives

Benefits: Medical, Dental, Vision, 401(k), Basic Life Insurance, PTO, and Holidays

About the Opportunity

VIP IT is seeking a competitive, results-driven Service Desk Manager who thrives on building high-performing teams, developing technicians, and delivering exceptional client service.

We're looking for a leader who takes ownership, sets clear expectations, and is motivated by measurable team achievements. The ideal candidate enjoys coaching people, solving operational challenges, and creating a culture of accountability and continuous improvement.

This is a hands-on leadership position focused on managing daily service desk operations, improving technician performance, maintaining service standards, and ensuring clients receive consistent, high-quality support.

As you demonstrate success, the position offers opportunities to expand into service profitability, financial performance, capacity planning, and broader operational leadership.

Key Responsibilities

Service Desk Operations

• 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.

Team Leadership & Development

• Lead, coach, and develop technicians through regular one-on-ones, feedback, 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.

Client Experience & Service Quality

• 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.

Operational Performance & Improvement

• 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 effective hourly rate, service gross margin, agreement profitability, and capacity planning.

What Success Looks Like

First 30 Days

• Understand VIP IT's service model, systems, team structure, and escalation procedures.
• Establish relationships with technicians, dispatch resources, and leadership.
• Begin implementing a consistent daily operating rhythm and clear team expectations.

Days 31-60

• Introduce regular ticket audits, coaching sessions, and measurable performance goals.
• Improve scheduling, documentation, time entry, and escalation management.
• Identify recurring service issues and operational bottlenecks.

Days 61-90

• Demonstrate measurable improvements in ticket management, technician accountability, and service efficiency.
• Establish consistent coaching and performance management practices.
• Present actionable recommendations for continued improvement.

Ongoing Success

• Strong client satisfaction and predictable service delivery.
• Reduced ticket aging, repeat issues, and unnecessary escalations.
• Improved technician productivity, accountability, and engagement.
• Consistent adherence to service standards and documentation requirements.
• Increasing operational efficiency and service profitability.

Required 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, interruption-driven environment.
• Excellent communication, problem-solving, and organizational skills.
• Comfortable using performance metrics to identify opportunities and drive improvements.
• Sufficient technical knowledge to understand service desk operations, troubleshooting priorities, and escalation requirements.
• Decisive leadership style with the ability to take ownership and drive results.

Preferred Qualifications

• Previous leadership experience within a Managed Service Provider (MSP).
• Familiarity with ConnectWise Manage, MSPbots, TimeZest, NinjaOne, SentinelOne, Microsoft 365, Intune, or Entra ID.
• Experience implementing structured dispatch processes and service desk quality standards.
• Knowledge of service desk KPIs, utilization, and profitability metrics.
• Familiarity with ITIL, EOS, BMK, or similar operational frameworks.
• Experience coordinating projects and service delivery activities.

Leadership Expectations

We're looking for someone who is competitive by nature, enjoys developing people, and takes pride in building a winning team.

Successful candidates are decisive, approachable, organized, and comfortable having difficult conversations. They lead from the front, maintain high standards, and understand that accountability and employee development go hand in hand.

This is not a position for someone who simply monitors reports or waits for problems to escalate. We need a proactive leader who keeps the service desk moving and continuously looks for ways to improve.

Schedule & Travel

• Monday through Friday, full-time.
• Hybrid or remote for candidates residing on the West Coast.
• Occasional travel to Los Angeles-area client locations.
• Some after-hours availability for major incidents, escalations, or service coordination.

Compensation & Benefits

• $90,000 annual base salary, depending on experience.
• Performance-based incentives tied to service outcomes.
• Medical, dental, and vision insurance.
• 401(k) retirement plan.
• Basic life insurance.
• Paid time off and holidays.

If you're a motivated leader who enjoys developing teams, improving performance, and taking ownership of results, we'd like to hear from you.