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Msp Service Desk Analyst Jobs (NOW HIRING)

Red Cup IT

MSP Service Desk Manager

Red Cup IT is seeking an MSP Service Desk Manager responsible for leading the service desk team and ... and analyze service desk metrics and trends (ticket volume, categories, aging, first contact ...

Red Cup IT

MSP Service Desk & Support

$20.50 - $27.75/hr

MSP Service Desk & Support We are looking for an MSP Service Desk & Support who is responsible for ... Strong troubleshooting and analytical abilities * Ability to manage multiple tickets and priorities ...

Red Cup IT, Inc.

MSP Service Desk & Support

Los Angeles, CA · On-site +1

$21.50 - $29/hr

We are looking for an MSP Service Desk & Support who is responsible for providing first- and second ... Strong troubleshooting and analytical abilities * Ability to manage multiple tickets and priorities ...

Red Cup IT Inc

MSP Service Desk & Support

Los Angeles, CA · On-site +1

$21.50 - $29/hr

We are looking for an MSP Service Desk & Support who is responsible for providing first- and second ... Strong troubleshooting and analytical abilities * Ability to manage multiple tickets and priorities ...

Red Cup IT

MSP Service Desk & Support

$20.50 - $27.75/hr

Red Cup IT is seeking an MSP Service Desk & Support professional to provide first- and second-level ... analytical abilities • Ability to manage multiple tickets and priorities simultaneously • ...

OmniForce

Service Desk Analyst III

Houston, TX · On-site

$19.50 - $26.75/hr

The Service Desk Analyst III is responsible for a wide range of daily tasks aimed at ensuring smooth IT operations and excellent customer service for MSP customers. This role involves direct ...

City of Beloit

Service Desk Analyst

Beloit, WI · On-site

$25.71 - $35.88/hr

The Service Desk Analyst provides technical support that focuses on assisting customers through the development and implementation of telecommunication systems. This position performs network ...

City of Beloit, WI

Service Desk Analyst

Beloit, WI · On-site

$25.71 - $35.88/hr

The Service Desk Analyst provides technical support that focuses on assisting customers through the development and implementation of telecommunication systems. This position performs network ...

Southern Shingles

Service Desk Analyst

Mckinney, TX · Hybrid

$19 - $26/hr

The Service Desk Analyst at the company plays a crucial role in delivering exemplary customer service and technical support to our Corporate and Branch locations, acting as the primary point of ...

Red Cup IT

MSP Service Desk & Support Specialist

Red Cup IT is an established Managed Service Provider (MSP) seeking a Service Desk & Support Specialist to deliver first- and second-level technical support to clients across multiple industries. The ...

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Msp Service Desk Analyst information

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How much do msp service desk analyst jobs pay per hour?

As of Sep 9, 2026, the average hourly pay for msp service desk analyst in the United States is $24.09, according to ZipRecruiter salary data. Most workers in this role earn between $19.71 and $26.92 per hour, depending on experience, location, and employer.

What is an MSP Service Desk Analyst?

An MSP Service Desk Analyst is an IT professional who provides technical support and troubleshooting services to clients of a Managed Service Provider (MSP). They are responsible for responding to service requests, resolving hardware and software issues, and ensuring customer satisfaction by maintaining IT systems' stability. Their role often includes remote assistance, ticket management, and collaboration with other technical teams to resolve complex problems. MSP Service Desk Analysts are vital in ensuring clients' IT environments operate smoothly and efficiently.

What are the key skills and qualifications needed to thrive as an MSP Service Desk Analyst?

To thrive as an MSP Service Desk Analyst, you need a solid understanding of IT troubleshooting, networking fundamentals, and experience with common operating systems, often supported by an IT-related degree or relevant certifications like CompTIA A+ or Microsoft certifications. Familiarity with remote monitoring and management (RMM) tools, ticketing systems, and knowledge bases is typically required. Excellent communication, problem-solving abilities, and customer service orientation are crucial soft skills for this role. These skills ensure efficient resolution of client issues, high customer satisfaction, and smooth operation in a fast-paced managed services environment.

What are some typical challenges faced by an MSP Service Desk Analyst and how can I prepare for them?

MSP Service Desk Analysts often encounter challenges such as managing high ticket volumes, troubleshooting unfamiliar client environments, and balancing multiple priorities. To prepare for these, it's helpful to develop strong multitasking and communication skills, as well as a solid foundation in common IT systems and remote troubleshooting. Staying organized and being proactive in learning about clients' infrastructures will help you resolve issues more efficiently and provide excellent customer service.

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What states have the most Msp Service Desk Analyst jobs?

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MSP Service Desk Manager

Los Angeles, CA • On-site, Remote

Red Cup IT Inc
Network Security • 11 - 50 employees
Learn more about Red Cup IT Incexternal

Full-time

Re-posted 29 days ago

Job description

We are looking for an MSP Service Desk Manager is responsible for leading the service desk team, overseeing day-to-day support operations, and ensuring consistent, high-quality service delivery to all managed services clients. They own the service desk processes, metrics, and escalation paths to maintain SLA compliance and an excellent end-user experience.
Key Responsibilities
  • 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.
Qualifications
  • 3-5+ years of experience in an MSP or similar managed services environment, including prior hands-on service desk/support experience.
  • 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.
Core Competencies
  • People leadership and coaching
  • Customer service and conflict resolution
  • Process design and continuous improvement
  • Incident and major incident management
  • Time management and prioritization in a high-volume MSP environment

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