MSP Service Desk Manager

Job not on LinkedIn

🕒 March 19

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Red Cup IT

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2009

🔒 Cybersecurity

☁️ SaaS

Cybersecurity • SaaS • Managed Services

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