Service Desk Manager - Boca Raton, FL - onsite!This is a player-coach role combining team leadership, ticket and SLA management, technical escalations, and continuous service improvement.
Key Responsibilities- Lead, coach, and develop Level 1 Service Desk Engineers while remaining hands-on with technical escalations and ticket resolution.
- Oversee high-volume ticket and phone queues, prioritization, assignments, and SLA compliance.
- Troubleshoot and escalate issues involving desktops, networking, Microsoft 365, Azure, systems, security, and voice services.
- Manage client communications during critical incidents, outages, and service disruptions.
- Monitor service performance, identify recurring issues, and implement process improvements.
- Maintain technical documentation, knowledge base articles, and service desk procedures.
- Collaborate with Engineering and Service Delivery leadership to ensure timely resolution and excellent client satisfaction.
Required Qualifications- 5+ years of experience working for a Managed Services Provider (MSP).
- 3+ years leading a Service Desk or frontline technical support team.
- Hands-on knowledge of Microsoft Azure infrastructure OR Microsoft 365 administration (Exchange Online, SharePoint, Teams, Entra ID).
- Strong understanding of ITIL incident and major incident management.
- Experience managing high-volume ticket queues, SLAs, and multiple external clients.
- Excellent troubleshooting, leadership, and executive-level client communication skills.
Preferred Qualifications- ITIL, CCNA, or Microsoft Azure certification.
- Experience with MSP PSA platforms and monitoring tools such as LogicMonitor.
Ideal Candidate: A technically capable, customer-focused service desk leader who thrives in an MSP environment, can coach and hold teams accountable, and is comfortable resolving escalations personally while maintaining a high standard of client service.
Laurie Roth
President/Sr. Consultant
DSN-IT
lr@dsn-it.com
www.dsn-it.com
https://www.linkedin.com/in/laurie-jane-roth-084769/
