Service Desk Manager (Managed Service Provider)
Frontline, LLC - Managed IT Services · Los Angeles, CA
Apply & track with Apply EdgeTitle: Service Desk Manager
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.comWhat You'll OwnDaily operation of the service desk - intake, triage, dispatch, prioritization, escalation, and closure across every client environmentSLA performance: response time, resolution time, aging, backlog, and first-contact resolutionTicket quality - fewer touches per ticket, clean documentation, accurate time entryDispatch and scheduling, so every technician has a full, sensible day and coverage holds through lunch, PTO, and after-hoursEscalation point for major incidents and for clients who are unhappy — you handle the conversation, then fix the causeWeekly and monthly reporting to leadership on desk performance, with a recommendation attached to every numberStandard operating procedures, escalation paths, and knowledge base disciplineHiring, onboarding, coaching, and performance management for the technician teamOnboarding new clients onto the desk without disrupting the clients already on itRequirementsWhat you bring5+ years in IT service desk, application, or systems support3+ years directly managing a technical support teamHands-on with a PSA/ticketing platform — Autotask, ConnectWise, Halo, ServiceNow, or similarA 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 yourselfDemonstrated experience improving a metric you were handed: SLA attainment, CSAT, backlog, touches per ticketClear, calm written and verbal communication with non-technical peopleMSP or multi-client environment experience strongly preferredITIL foundation or equivalent process background is a plusBenefitsWhat we offerMedical, dental, and vision401(k) with company matchPaid time off — vacation, sick, and holidaysPaid training, certification, and vendor coursesStocked kitchen and weekly lunchesA seat where your process improvements get implemented, not filed