Service Desk Manager for a Managed Services Provider (MSP)

Job Description

Job Description

Mirazon is a scaling, people-centered IT company that believes exceptional client service starts with exceptional teams. We’re looking for a Service Desk Manager who thrives on developing people, improving processes, and creating a service experience that clients and employees can depend on.

This is a leadership role for an experienced service desk professional who enjoys balancing operational excellence with team development. You value accountability, coaching, and continuous improvement, and you find satisfaction in helping technical teams perform at a high level while delivering outstanding support to clients.

Mission of the Position

The Service Desk Manager is responsible for leading and optimizing Mirazon’s Service Desk operations, including both our Service Coordination (Dispatch) team and our Tier 1 and Tier 2 Helpdesk teams.

This role serves as a critical leader within our Managed Services organization, ensuring work is effectively triaged, assigned, prioritized, and resolved while fostering a culture of accountability, growth, and exceptional client service.

The ideal candidate is equally comfortable coaching team members, managing day-to-day operations, improving processes, and contributing to broader organizational initiatives. This role is designed for a leader who wants to grow alongside a scaling organization and help build the next generation of service excellence.

Key Criteria/Requirements

• 3–5+ years of Helpdesk or Service Desk management experience
• Experience leading technical support teams in a fast-paced environment
• MSP experience strongly preferred
• Experience managing and developing direct reports
• Familiarity with PSA/ticketing platforms such as ConnectWise, Autotask, or similar tools
• General understanding of remote management and monitoring platforms
• Strong organizational, communication, and leadership skills
• Demonstrated ability to improve processes and drive operational consistency
• Ability to balance tactical execution with strategic thinking

Key Accountabilities

Service Desk Leadership

• Lead and manage the Service Coordination/Dispatch team responsible for work intake, prioritization, and resource assignment
• Lead and manage Tier 1 and Tier 2 Helpdesk technicians supporting end users and client environments
• Ensure tickets are handled efficiently, escalated appropriately, and resolved within established service standards
• Provide leadership support during major incidents, including triage of network and server outages
• Monitor team performance and service delivery metrics to drive continuous improvement

Team Development & Coaching

• Conduct regular one-on-one meetings and performance coaching with direct reports
• Develop and execute training plans for Service Coordinators and Helpdesk Technicians
• Create growth opportunities and career development paths for team members
• Foster a culture of accountability, learning, collaboration, and client service excellence
• Assist with recruiting, interviewing, onboarding, and retention of team members

Process & Operational Improvement

• Develop, document, and improve service desk processes, procedures, and workflows
• Identify operational inefficiencies and implement practical solutions
• Ensure consistent execution of service delivery standards and best practices
• Partner with leadership to improve capacity planning, workload management, and resource utilization
• Drive adoption of tools, automation, and process improvements that improve both client and employee experiences

Organizational Leadership

• Participate in leadership discussions and contribute to organizational initiatives
• Collaborate with other departments to ensure alignment across service delivery, projects, sales, and client success teams
• Support the achievement of company goals through effective operational leadership
• Serve as a role model for Mirazon’s Core Values and leadership expectations

Insurance Benefits

Eligibility begins the first day of full-time employment (date of hire).

• Life Insurance 

• Short-term Disability  

• Long-term Disability  

• Cafeteria Plan – Premium, Medical, & Child Care Reimbursement 

• Health Insurance   

• Dental Plan  
• Vision Plan  

Other Benefits

• 401K Matching

• Referral Bonuses 

• Tuition Reimbursement 

• Performance Incentives

• Time Off
  – benefits accrue on a pro-rated basis each pay period over a 12-month period with the following maximums: 

• • Vacation Time – 10 days per calendar year

• • Sick Leave – 5 days per calendar year 

• Paid Company Holidays (7)
• Paid Floating Holidays (2)
• Volunteer 1
• Cell Phone & Internet Reimbursement