# Service Desk Manager (Managed Service Provider)

**Company:** [Frontline, LLC - Managed IT Services and IT Support](null/companies/1w1NJczLmofMwEvHwCUmiy.md)
**Location:** Los Angeles, United States
**Workplace:** on site
**Employment type:** Full-time
**Department:** Information Technology

[Apply for this job](null/view/41250283-4290-4844-ab06-57164940e397)

## Description

**Title:** Service Desk Manager 

**Location:** Burbank, CA — on-site (local applicants only)

**Pay range:** $1110,000 – $130,000

### About the role

Every business we support has a moment where technology gets in the way of the work. Our service desk is the team that makes that moment short. We're looking for a Service Desk Manager to own how that team runs — the queue, the dispatch, the SLAs, and the people.

Frontline is a Los Angeles managed IT services provider. We've been at this for 15+ years, we support clients across entertainment, legal, financial services, healthcare, and nonprofit, and we're rated five stars by more than 50 clients on Google. Our tagline is Worry-Free IT, and the service desk is where we earn it. [https://www.frontlineinc.com](https://www.frontlineinc.com?utm_campaign=job-post&utm_content=SDM)

### What you'll own

-   Daily operation of the service desk - intake, triage, dispatch, prioritization, escalation, and closure across every client environment
-   SLA performance: response time, resolution time, aging, backlog, and first-contact resolution
-   Ticket quality - fewer touches per ticket, clean documentation, accurate time entry
-   Dispatch and scheduling, so every technician has a full, sensible day and coverage holds through lunch, PTO, and after-hours
-   Escalation point for major incidents and for clients who are unhappy — you handle the conversation, then fix the cause
-   Weekly and monthly reporting to leadership on desk performance, with a recommendation attached to every number
-   Standard operating procedures, escalation paths, and knowledge base discipline
-   Hiring, onboarding, coaching, and performance management for the technician team
-   Onboarding new clients onto the desk without disrupting the clients already on it

## Requirements

### What you bring

-   5+ years in IT service desk, application, or systems support
-   3+ years directly managing a technical support team
-   Hands-on with a PSA/ticketing platform — Autotask, ConnectWise, Halo, ServiceNow, or similar
-   A working command of Microsoft 365, Windows, Active Directory and Entra ID, networking fundamentals, and endpoint management — enough to judge a ticket, not necessarily to solve it yourself
-   Demonstrated experience improving a metric you were handed: SLA attainment, CSAT, backlog, touches per ticket
-   Clear, calm written and verbal communication with non-technical people
-   MSP or multi-client environment experience strongly preferred
-   ITIL foundation or equivalent process background is a plus

## Benefits

### What we offer

-   Medical, dental, and vision
-   401(k) with company match
-   Paid time off — vacation, sick, and holidays
-   Paid training, certification, and vendor courses
-   Stocked kitchen and weekly lunches
-   A seat where your process improvements get implemented, not filed