MSP Service Desk Manager Job at Robert Half (Lake Forest)

Specialist Service Desk Engineer

The number one goal of everyone in our team is to make our clients exceptionally...

Location

United Kingdom , Hebburn

Salary:

34000.00 - 44000.00 GBP / Year

ITC Service Ltd

Expiration Date

Until further notice

Requirements

A love of (and ability to) Solve Problems & Challenges
Excellent communication skills, founded in being a good listener
Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
A deep desire to deliver an amazing Client Experience
Advanced knowledge of IT Applications, Software & Hardware
The ability to speak both Geek and human
Experience using a Ticketing system / RMM Tool and PSA software (5 years minimum)
Experience providing support via remote tools (5 years minimum)
Experience handling Technical Service Tickets (5 years minimum)
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business (5 year minimum)

Job Responsibility

Work on and resolve escalated Service Desk Tickets and Projects
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with advanced remote troubleshooting
Remote Hardware Maintenance and Support
Use our Ticketing System to manage projects and resolve Service Desk Tickets & Service Requests
Managing and recording all work though our Ticketing System
Make sure that Client Documentation is well maintained
Split tickets that have several issues into their own individual ticket
Make sure that tickets aren’t “stale” throughout the process
Review RMM dashboard and apply remediation actions as indicated by our Processes

Fulltime

IT Support Specialist (Advanced Service Desk)

This is a frontline Service Desk role, but it’s not entry-level. You’ll handle t...

Location

United States , Austin

Salary:

55000.00 - 75000.00 USD / Year

Parried

Expiration Date

Until further notice

Requirements

3+ years of Service Desk or MSP experience
Strong troubleshooting skills across a wide range of systems
Confident with Microsoft 365, Windows, macOS, networking, and cybersecurity tools
Reliable, organized, and detail-oriented
Strong written and verbal communication
Comfortable in a fast-paced environment
Must live in the Greater Austin area

Job Responsibility

Respond to support tickets, calls, and emails from SMB clients
Troubleshoot issues involving Windows, macOS, Microsoft 365, networking, security tools, and line-of-business apps
Handle onboarding, offboarding, and user account management
Own complex or high-priority support requests and see them through
Monitor the ticket board and contribute to clean, timely ticket flow
Assist with client account audits and internal documentation reviews
Communicate clearly and professionally with clients and internal team
Help improve internal SOPs and documentation

What we offer

Health, dental, and vision insurance
Life insurance
401(k) with company matching
Hybrid work model (remote + Austin-based client visits)
Generous PTO and multiple paid holidays
Eligible for pet insurance and other perks

Fulltime

Technical Service Delivery Manager

We are partnering with a leading UK Managed Services Provider (MSP) known for de...

Location

United Kingdom , York

Salary:

40000.00 GBP / Year

Dynamic Search Solutions

Expiration Date

Until further notice

Requirements

4+ years’ experience in an MSP or IT services environment
Previous experience in senior support or infrastructure roles (e.g., 2nd Line Engineer, Infrastructure Engineer, Service Desk Team Lead)
Strong understanding of ITIL principles and service delivery best practices
Excellent communication skills, able to bridge technical and business conversations
Proactive, customer-focused, and capable of managing multiple stakeholders
Comfortable working in a hybrid environment and adapting to a growing team

Job Responsibility

Serve as the primary point of contact for a portfolio of managed service clients
Manage escalations, coordinating with technical teams to ensure timely and effective resolutions
Lead service reviews, onboarding sessions, and client feedback meetings
Translate complex technical services into business-friendly language for stakeholders at all levels
Build and maintain strong client relationships, driving satisfaction, renewals, and continuous service improvement
Collaborate with internal teams to enhance service delivery processes and standards

What we offer

Hybrid working with flexibility to balance office and remote days
Opportunity to step into a customer-facing service delivery role without losing technical involvement
Career progression in a growing, innovative MSP
Supportive, people-focused culture emphasising training, mentorship, and professional development
Exposure to a diverse client base and challenging IT environments

Fulltime

New

Service Desk Manager

The Service Desk Manager is responsible for ensuring the Service Desk team deliv...

Location

United States , Boca Raton

Salary:

Not provided

R2 Unified Technologies

Expiration Date

Until further notice

Requirements

5+ years of experience in a Managed Services Provider (MSP) environment
3+ years leading Service Desk or frontline technical support teams
Strong working knowledge in one or more of the following: Microsoft Azure infrastructure services (VMs, networking, identity, backups, resource management) or Microsoft 365 administration (Exchange Online, SharePoint, Teams, Entra ID)
Strong working knowledge of ITIL-based Incident and Major Incident Management processes
Demonstrated experience operating in SLA-driven environments
Experience supporting multiple external clients simultaneously
Strong executive-level and client-facing communication skills
Proven ability to manage high-volume ticket queues and drive resolution performance

Job Responsibility

Assign, respond to, and oversee service requests and incidents received via phone, email, and the ticketing system, ensuring timely and complete resolution
Monitor and regularly review ticket queues to ensure proper prioritization, categorization, and SLA compliance across all managed clients
Assist with prioritizing, assigning, and re-assigning tickets as operational needs require, including managing recurring tickets and workflow rules
Serve as the primary escalation point for Service Desk team members, assisting with troubleshooting desktop, network, systems, security, cloud, and voice-related issues
Respond to complex technical issues and coordinate resolution efforts to ensure cases are resolved in a timely, effective, and professional manner
Escalate infrastructure-related issues and partner with Engineering teams for advanced network and systems support when required
Ensure customers are notified of critical incidents, outages, and service-impacting issues in a timely and professional manner, maintaining a “white-glove” service standard
Work within defined SLAs for the business and ensure regular, accurate status updates are communicated internally and externally
Schedule maintenance and coordinate planned service activities for team members
Update and create internal documentation, knowledge base articles, and service desk procedures to improve consistency and efficiency

What we offer

401k Including matching
Profit sharing Share in the success
Paid time off Unlimited PTO
100% Covered Medical & Dental
Life Insurance
ST & LT Disability

Fulltime

Senior Service Delivery Manager

Robert Half is currently seeking an experienced IT Service Delivery Manager for ...

Location

United States , Appleton

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Multiple years of experience in IT managed services and/or IT operations
Must have previous experience in a service delivery, service management, or client-facing operational role
Experience supporting complex, multi-site, or regulated customer environments
Strong understanding of MSP operations, including: Ticketing systems and service workflows, SLA and contract-driven service delivery, Escalation management models, and Core IT infrastructure concepts (networks, servers, cloud platforms, security)
Proven ability to manage multiple clients, priorities, and competing deadlines
Strong written and verbal communication skills with executive-level clients
Hands-on experience with MSP service management tools (e.g., ConnectWise or similar)
ITIL certifications are strongly preferred
Previous experience supporting healthcare clients and environments is strongly preferred

Job Responsibility

Own day-to-day and long-term service delivery outcomes for multiple managed services clients
Ensure services are delivered in alignment with contractual obligations, SLAs, and defined KPIs
Track and analyze operational performance, including: Ticket volume, backlog, and resolution times, SLA compliance and trend analysis, Incident frequency, severity, and root causes
Coordinate cross-functional teams (service desk, NOC, SOC, engineering, and project teams) to meet service commitments
Identify service delivery risks early and drive mitigation plans before customer impact
Serve as the primary operational contact for clients on service-related matters
Lead regular service review meetings (QBRs/EBRs), covering: Performance metrics and trends, Escalations and incident summaries, Risk posture, including security where applicable, Recommendations for service optimization and roadmap alignment
Manage client expectations through clear, timely, and professional communication
Act as escalation owner for high-impact incidents and chronic service issues
Lead major incident response, ensuring ownership, communication cadence, and resolution timelines

What we offer

Access to top jobs, competitive compensation and benefits, and free online training
Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance
Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan

Fulltime

New

Customer Success Manager

The Customer Success Manager (CSM) is responsible for ensuring customers receive...

Location

United States , Boca Raton

Salary:

Not provided

R2 Unified Technologies

Expiration Date

Until further notice

Requirements

3+ years of experience in Customer Success, Account Management, or Service Delivery within a Managed Services Provider (MSP)
Experience preparing and presenting client-facing reports and presentations using PowerPoint
Experience working with PSA platforms in an MSP environment
Strong ability to analyze service data and translate technical performance metrics into business-friendly insights for clients
Excellent communication, presentation, and relationship management skills

Job Responsibility

Serve as the primary relationship manager for assigned managed service clients
Develop strong, trusted relationships with client stakeholders and leadership
Ensure customers understand the services they receive and the value delivered
Monitor client satisfaction and address concerns proactively
Work alongside the Service Desk Manager and Account Managers to prepare and build out Quarterly Business Reviews for assigned clients
Design and develop Quarterly Business Review presentations using PowerPoint, highlighting key service performance and strategic insights
Plan, prepare, and lead Quarterly Business Reviews (QBRs) with client stakeholders
Present service performance metrics including ticket trends, response times, uptime, SLA adherence, and overall service performance
Review completed projects, upcoming initiatives, and service improvement opportunities
Identify risks, service gaps, recurring issues, or optimization of opportunities within the client environment

What we offer

401k
Including matching
Profit sharing
Share in the success
Paid time off
Unlimited PTO
100% Covered
Medical & Dental
Life Insurance
ST & LT Disability

Fulltime

Tier 2 - Service Desk Team Lead

Be a part of a fast-paced, growing team that provides a solid work-life balance ...

Location

United States

Salary:

Not provided

Tech Impact

Expiration Date

Until further notice

Requirements

Three to five years of Service Desk experience required
Supervisory experience preferred
Experience working with network infrastructure such as servers, firewalls, switches, etc. required
Advanced Azure/M365 experience strongly preferred
MSP experience is a plus
Strong organizational skills and ability to work independently
Excellent verbal and written communications skills
Strong customer service skills
Work well independently and within a team environment
Manage multiple projects simultaneously with tight deadlines

Job Responsibility

Handle the training of new Tier 2 Service Desk Engineers
Assist Tier 2 Service Desk Engineers in managing their workload
Ensure call and email queues are being monitored appropriately
Mentor, coach, motivate Tier 2 Service Desk Engineers
Assist in the escalation of cases from Tier 1 engineers to Tier 2 engineers
Serve as a technical resource for your team
Review metrics to help ensure we are hitting targets
Work with Director of Support Services to implement new Service Desk processes as they are announced
Take disciplinary action as needed
Hold regularly scheduled check-ins with Tier 2 Service Desk Engineers

Fulltime

Support Specialist T2

Location

Philippines , Santo Domingo, Nueva Ecija

Salary:

30000.00 - 50000.00 PHP / Month

MotivIT

Expiration Date

Until further notice

Requirements

Bachelor’s degree majoring in IT disciplines (non-degree holders with significant experience will also be considered)
At least 3 years of recent computer, server, network troubleshooting experience
Ability to compose, read, interpret and edit complex documents and correspondence and relate information to stakeholders
Communicate positively, professionally, and effectively to all customers, both verbally and in writing
Excellent English communication and confident presentation skills
Effective customer service skills
Must be resourceful and able to take initiative in a dynamic and fast-paced environment, providing 24x7x365 support
Advanced knowledge of current Microsoft desktop and server operating systems
Advanced knowledge of Microsoft SQL, Exchange, SharePoint and other server applications
Physically and mentally fit, amenable to work on a night shift schedule

Job Responsibility

Handle up to 80% of all incoming incidents to Service Desk
Provide our customers with world-class MSP support experience via tickets, emails, and or calls
Provide second-level support and troubleshooting assistance
Manage multiple clients & track issues in ticketing systems
Strictly adhere to defined processes and standard operating procedures
Create and maintain knowledge base (KB) documents
May require participation in on-call technical support rotation

Fulltime

MSP Service Desk Manager

Robert Half

Location:
United States , Lake Forest

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
March 19, 2026

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