Service Desk Manager

Onsite Computing, Inc.

Service Desk Manager responsible for high-quality IT support and service delivery. Overseeing operations, team leadership, and client management in a hybrid position.

Posted 5/24/2026full-timeCorona • California • 🇺🇸 United StatesMid-LevelSenior💰 $75,000 - $85,000 per yearWebsite

About the role

Key responsibilities & impact

Manage and monitor incoming service requests, calls, and ticket queues.
Assign, prioritize, and balance workload across the support team.
Act as the primary escalation point for complex issues.
Ensure consistent adherence to service delivery standards.
Lead, mentor, and develop service desk personnel through regular coaching.
Act as a liaison between clients and the service desk.
Identify gaps in Standard Operating Procedures and lead improvements.
Monitor and report on key service delivery metrics.

Requirements

What you’ll need

Proven experience in a Service Desk or Service Delivery leadership role within an MSP environment.
Strong understanding of ticketing systems (e.g., Autotask, ConnectWise) and service management workflows.
Experience managing SLAs, KPIs, and service delivery performance metrics.
Excellent leadership, communication, and organizational skills.
ITIL Certification (v4 or v5 Foundation or higher) preferred.
Experience working with diverse network stacks (Ubiquiti, SOPHOS, SonicWALL, Fortinet, etc.) preferred.
Experience working with Kaseya products (Datto RMM, IT Glue, Rocketcyber, SAAS Alerts, etc.) preferred.

Benefits

Comp & perks

Health insurance
Retirement plans
Professional development
Paid time off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

service desk managementservice deliveryticketing systemsSLA managementKPI managementservice delivery metricsnetwork stack managementKaseya productsAutotaskConnectWise

Soft Skills

leadershipcommunicationorganizational skillsmentoringcoachingliaisonproblem-solvingprioritizationworkload balancingservice delivery standards adherence

Certifications

ITIL CertificationITIL v4 FoundationITIL v5 Foundation