Service Desk Manager chez PeopleSharp

Are you ready to grow your career at a values-driven, family first MSP? DTC is looking for their next Service Desk Manager. The Service Desk Manager will lead the day-to-day operations of the Service Desk, ensuring consistent, high-quality support for clients and a culture of accountability and service excellence across the team. This is an onsite role in Sparks, Maryland.

We'll Provide:

• Robust benefits package including PTO, 401k, healthcare, dental, and vision

• Salary range of $75,000 - 85,000 annually

• Hybrid work schedule that supports work/life balance

• Opportunities for continued growth, learning, and creativity

What You’ll Do:

• Lead and coach Tier 1 & Tier 2 technicians, fostering a culture of accountability, service excellence, and professional growth.

• Oversee scheduling, coverage, and team communications to ensure responsiveness and balanced workloads.

• Monitor service desk performance metrics, ticket queues, and client satisfaction to maintain SLA compliance and high-quality support.

• Act as the primary escalation point for client issues, driving timely resolution with clear and professional communication.

• Enforce and improve service desk standards, processes, and workflows; leverage analytics and automation to boost efficiency.

• Partner with leadership to evaluate and implement new tools, technologies, and service offerings that enhance operations and outcomes.

Skills You’ll Need:

• Must have experience working in an MSP environment

• 3+ years of experience in IT support or service delivery in an MSP environment

• 1+ year in a supervisory or team lead role with direct people management responsibilities

• Working knowledge of PSA systems such as HaloPSA, RMM platforms, Microsoft 365, networking fundamentals, and endpoint troubleshooting

• Certifications such as HDI Support Center Manager, CompTIA A+/Network+, ITIL Foundation (preferred but not required)

• Knowledge of cybersecurity principles and CMMC or other compliance frameworks (preferred but not required)

• Ability to participate in an on-call support rotation outside standard business hours

Ready to apply?

• Quick apply with your resume

• OR

• Get a head start on the application process through our online portal here: https://www.ondemandassessment.com/link/index/JB-PJSA7QILW?u=1182753