Responsible for managing the day-to-day operations of the entire service desk team
Provide high-level technical guidance to the team
Ensure service and support exceed customer expectations
Establish and maintain best practices aligned with company standards
Attain maximum utilization of technical resources
Coordinate after-hours accountability for proper leadership and engineer coverage
Conduct baseline KPI reviews
Ensure compliance with time logging agreements
Maintain visibility into NOC & Proactive team performance
Monitor SLA and SLO attainment
Communicate constructively with all parties to guarantee customer expectations are met
Own customer escalations and support
Drive problem investigations and resolutions, conduct root cause analysis
Oversee the Network Operations Center (NOC) and proactive monitoring teams
Establish effective communication with the team and direct leadership
Develop training programs and facilitate regular team meetings

Requirements

Familiarity with common MSP RMM and MDM solutions such as NinjaOne, Intune, and JAMF
Microsoft, Cisco, or VMware certifications
5+ years of hands‑on leadership experience within an MSP environment
3+ years of engineering experience in an MSP capacity
ITSM Workflow & Incident Management experience
Strong analytical, diagnostic, and technical troubleshooting skills
The ability to make important decisions in a fast-paced environment
Prior experience managing 24x7 operations
Strong leadership qualities such as interpersonal sensitivity, adaptability, flexibility, and reasoning skills
Proven supervisory skills include workforce planning, task organization, time management, and employee training
Ability to participate in a management on‑call rotation
Experience overseeing overseas resources

Benefits

Health and Welfare (Medical, Dental, Vision)
Accident, Critical Illness, and Hospital Indemnity
Employee Assistance Program (EAP)
Life and AD&D Insurance
Short- and Long-Term Disability Insurance
Flexible Spending Accounts
Transportation and Parking Accounts
Health Savings Accounts (with company contribution)
Retirement Planning (401k with matching contribution)
Legal Benefits
Identity Theft Protection
Pet Insurance
Wellness Program Offerings
Paid Time Off, accrued per pay period based on years of service starting at 15 days annually
8 Paid Holidays per year, including 1 floating holiday

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ITSM WorkflowIncident Managementtechnical troubleshootingroot cause analysisKPI reviewsSLA monitoringSLO monitoringMSP engineering24x7 operations managementtraining program development

Soft Skills

leadershipinterpersonal sensitivityadaptabilityflexibilityreasoningdecision makingtask organizationtime managementemployee trainingcommunication

Certifications

Microsoft certificationCisco certificationVMware certification