MSP Service Desk Manager

🕒 March 19

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 65%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Red Cup IT

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2009

💼 Consulting

📦 Logistics

🔒 Cybersecurity

Consulting • Logistics • Cybersecurity

Red Cup IT is a Managed Service Provider (MSP) specializing in cybersecurity, compliance, and virtual CIO services for mid-sized companies and enterprises. The company is dedicated to providing advanced cybersecurity solutions, IT operations support, and managing complex projects while ensuring a cooperative relationship with clients' in-house IT teams. With a comprehensive focus on security, Red Cup IT offers services including IT skill augmentation, project delivery, and cloud management, all tailored to deliver effective and secure IT environments for its clients.

📋 Description

• Lead, coach, and develop a team of Level 1–3 service desk technicians, including hiring, training, scheduling, performance management, and mentoring. • Oversee daily service desk operations, including ticket intake, assignment, prioritization, escalation, and resolution across all client environments. • Maintain and improve SLA compliance by monitoring queues, workloads, and response/resolution times, and by implementing corrective actions when needed. • Design, implement, and continuously refine service desk processes, including incident, request, problem, and change handling aligned with ITIL/ITSM best practices. • Act as the primary escalation point for complex or high‑impact incidents, including security events and major outages, coordinating internal and vendor resources to restore service quickly. • Manage customer communications for critical incidents and dissatisfied clients; handle complaints, reset expectations, and drive long‑term customer satisfaction. • Develop, maintain, and enforce documentation for standard operating procedures, knowledge base articles, and onboarding/offboarding processes for both staff and clients. • Monitor and analyze service desk metrics and trends (ticket volume, categories, aging, first contact resolution, CSAT, etc.) and provide regular reports to leadership with recommendations for improvement. • Coordinate closely with project, NOC, security, and account management teams to ensure smooth handoffs, effective change/release activities, and alignment with client roadmaps and agreements. • Ensure effective use, configuration, and governance of RMM, PSA, and related ITSM tools used for ticketing, monitoring, documentation, and reporting. • Drive a culture of continuous improvement, standardization, and automation to increase efficiency and reduce recurring incidents.

🎯 Requirements

• 3–5+ years of experience in an MSP or similar managed services environment • 2+ years in a leadership or supervisory role managing a technical support/service desk team • Strong understanding of ITSM/ITIL processes (incident, problem, change, request); ITIL certification is preferred • Broad technical knowledge of Windows Server/AD, Microsoft 365, networking fundamentals, endpoint management, backup/DR, and common MSP toolsets (RMM/PSA) • Proven ability to manage SLAs, handle escalations, and communicate clearly with both technical and non‑technical stakeholders, including executives and end users • Strong analytical, organizational, and leadership skills, with demonstrated success using metrics and feedback to improve operations.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development