Service Desk Manager (Managed Service Provider)
Frontline, LLC - Managed IT Services and IT Support 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
Requirements
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
Benefits
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
Skills
As published by workable · 16 questions · 1 written answer
Basics
First name, Last name, Email, Phone, Address, Resume
Short answers (2)
- How many technicians reported directly to you in your most recent management role?
- At your current or most recent employer, approximately how many tickets on average did the service desk resolve weekly?
Pick from a list (13)
- How many total years have you spent managing people directly?
- How many people have reported directly to you at one time, at most?
- How many years of experience do you have as an IT Manager or Service Desk Manager?
- At your current or most recent employer, how many users/employees did you and your team support?
- Which PSA or ticketing platforms have you managed a queue in?
- Can you make yourself available to be reached via mobile phone and email after hours and on weekends?
- Are you available to work on off-hours (before and after work) or weekends to ensure service desk coverage?
- How familiar are you with Managed Service Providers (MSP)?
- How far is your commute to Frontline's office in Burbank?
- When are you available to start should you be offered the job?
- The response for job openings at Frontline is always strong, and many high-caliber candidates with a range of skills/experience are considered. Our target salary range for this role is $110,000 - $130,000. Please select 1 or 2 salary ranges that best match your requirements;
- Are you authorized to work in the U.S.?
- Are you willing to undergo a background check?
Written answers (1)
- What's the most interesting thing about you that's not on your resume?