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Robert Half Logo Robert Half · IT - Administration

MSP Service Desk Manager

United States, Lake Forest · Job Posted March 19, 2026
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Job Description

We are looking for a skilled MSP Service Desk Manager to lead and oversee service desk operations in Lake Forest, California. In this long-term contract position, you will manage a dynamic team of technicians, ensuring exceptional service delivery and operational efficiency. The ideal candidate will possess strong leadership qualities, a deep understanding of IT service management, and the ability to drive continuous improvement in a fast-paced environment.

Job Responsibility

  • Supervise daily service desk activities to ensure high-quality support and client satisfaction
  • Provide leadership and mentorship to service desk staff, fostering attention to detail and a collaborative work environment
  • Manage ticket assignments, schedules, and technician workloads to ensure timely resolution and adherence to service level agreements
  • Oversee incident triage and prioritize tickets based on urgency and business impact
  • Communicate effectively with clients, providing updates and resolving service-related issues promptly
  • Monitor service metrics, including ticket volume, response times, and technician utilization, to identify areas for improvement
  • Implement process enhancements to optimize service desk operations and maintain compliance with organizational standards
  • Serve as the escalation point for complex technical issues and client concerns
  • Collaborate with leadership to refine policies, procedures, and workflows for improved efficiency
  • Ensure accurate documentation and time tracking for audit readiness and operational reporting

Requirements

  • Minimum of 3 years of experience in IT service desk management or related roles
  • Proven ability to lead and coordinate technical teams in a high-volume service environment
  • Proficiency with ticketing systems, such as ConnectWise or similar platforms
  • Strong knowledge of Active Directory, ITSM principles, and service desk ticket management
  • Excellent decision-making and multitasking skills, particularly under pressure
  • Exceptional communication skills, both written and verbal, with a customer-centric approach
  • Familiarity with Windows environments, networking basics, and Office 365 or Google Workspace
  • Experience working with compliance frameworks and service desk metrics, such as SLAs and KPIs

What we offer

  • medical, vision, dental, and life and disability insurance
  • eligible to enroll in our company 401(k) plan
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