Service Desk Manager (Managed Service Provider)

Title: Service Desk Manager Location: Burbank, CA - on-site(local applicants only) Pay range: $110,000 - $130,000 About the role Every business we support has a moment where technology gets in the way of the work. 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. What you'll own Daily operation of the service desk - intake, triage, dispatch, prioritization, escalation, and closure across every client environment SLA performance: response time, resolution time, aging, backlog, and first-contact resolution Ticket quality - fewer touches per ticket, clean documentation, accurate time entry Dispatch and scheduling, so every technician has a full, sensible day and coverage holds through lunch, PTO, and after-hours Escalation point for major incidents and for clients who are unhappy - you handle the conversation, then fix the cause Weekly and monthly reporting to leadership on desk performance, with a recommendation attached to every number Standard operating procedures, escalation paths, and knowledge base discipline Hiring, onboarding, coaching, and performance management for the technician team Onboarding new clients onto the desk without disrupting the clients already on it What you bring 5+ years in IT service desk, application, or systems support 3+ years directly managing a technical support team Hands-on with a PSA/ticketing platform - Autotask, ConnectWise, Halo, ServiceNow, or similar A 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 yourself Demonstrated experience improving a metric you were handed: SLA attainment, CSAT, backlog, touches per ticket Clear, calm written and verbal communication with non-technical people MSP or multi-client environment experience strongly preferred ITIL foundation or equivalent process background is a plus What we offer Medical, dental, and vision 401(k) with company match Paid time off - vacation, sick, and holidays Paid training, certification, and vendor courses Stocked kitchen and weekly lunches A seat where your process improvements get implemented, not filed #J-18808-Ljbffr Internetwork Expert