Title: Service Desk Manager
Location: Burbank, CA - on-site (local applicants only)
Pay range: $110,000 - $130,000
About the roleEvery 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.
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
RequirementsWhat 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
BenefitsWhat 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
