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Msp Services Manager 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 ... services clients while maintaining SLA compliance and improving service desk processes.

Velocity Technologies

Project Manager, IT

Tempe, AZ · On-site

$95K - $113K/yr

IT Project Manager drives client projects from scope to closure, including onboarding workstreams ... Understanding of MSP services, Microsoft 365, network, endpoint, and backup project realities. #J ...

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 ... Manage user accounts, permissions, and security groups (Active Directory / Azure AD) * Provide ...

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 ... Manage user accounts, permissions, and security groups (Active Directory / Azure AD) * Provide ...

Lawgistics Inc

Proactive Services Manager

Carlsbad, CA · On-site

$125K - $155K/yr

We're a cloud-first, tight-knit MSP that takes our work seriously -- but not ourselves. We geek out ... The Role We're looking for a Proactive Services Manager who brings serious technical depth and real ...

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 ... paced managed service provider environment. Responsibilities : • Serve as the first point of ...

Lawgistics Inc

Proactive Services Manager

Carlsbad, CA · On-site

$125K - $155K/yr

We're a cloud-first, tight-knit MSP that takes our work seriously -- but not ourselves. We geek out ... The Role We're looking for a Proactive Services Manager who brings serious technical depth and real ...

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Is it hard to become a Msp Services Manager?

Becoming an MSP Services Manager typically requires several years of experience in IT management, strong leadership skills, and knowledge of managed services, network infrastructure, and cybersecurity. Earning relevant certifications such as ITIL or CompTIA can also improve job prospects, but the role often demands a combination of technical expertise and managerial ability. The difficulty varies depending on individual background and the specific company's requirements.

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Infographic showing various Msp Services Manager job openings in the United States as of September 2026, with employment types broken down into 2% As Needed, 79% Full Time, 16% Part Time, and 3% Contract. Highlights an 90% Physical, 2% Hybrid, and 8% Remote job distribution.

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, Inc.external

Full-time

Re-posted 6 hours ago

Job description

We are looking for an MSP Service Desk Manager is responsible for leading the service desk team, overseeing daytoday support operations, and ensuring consistent, highquality service delivery to all managed services clients. They own the service desk processes, metrics, and escalation paths to maintain SLA compliance and an excellent enduser 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 highimpact 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 longterm 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 handson 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 nontechnical 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 highvolume MSP environment
Employment Type: FULL_TIME

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