Archived listing. The details below describe a past opening.
Required Skills & Experience
- Minimum 7 years of progressive experience in a Service Desk, technical support, or managed-services environment o Not looking for someone who worked an internal desk, needs someone who has been client facing
- Must have 5 years of experience in an MSP
- 5 years in a leadership role managing teams
- Experience managing remote people (12-20 total minimum)
- Flexibility around service desk hours
- Strong Client Acumen o This person will be client facing, handling escalations and putting together reporting packages
- MUST be someone who can properly coach their team o Looking for someone who has had prior success developing teams
Nice to Have Skills & Experience
- Experience in Healthcare environment
- Connectwise experience
Job Description
Insight Global is looking for a Senior Manager of MSP Service Desk to provide strategic and operational leadership for a remote, client-facing managed-services support organization. This individual will oversee Service Desk performance, staffing, workforce planning, quality, escalations, process improvement, and leadership development. The ideal candidate has successfully led Service Desk operations in an MSP or similarly fast-paced multi-client environment and knows how to use data, accountability, and process discipline to improve service quality, client satisfaction, and scalability.
- Lead the daily and strategic operation of the MSP Service Desk
- Manage staffing, schedules, queue coverage, workload distribution, and resource allocation
- Monitor phone queues, Teams availability, ticket boards, assigned cases, backlogs, and service levels
- Adjust staffing and ticket priorities when service levels or client commitments are at risk
- Coach and develop Service Desk managers, leads, and technicians
- Establish clear expectations and hold the team accountable for performance and service quality
- Track KPIs, SLAs, quality standards, productivity, and client-experience metrics
- Review operational data to identify trends, root causes, capacity needs, and improvement opportunities
- Serve as the senior escalation point for complex, urgent, or high-impact client issues
- Coordinate technical troubleshooting, resolution plans, and stakeholder communication
- Develop and improve workflows, SOPs, documentation, quality standards, and Service Desk best practices
- Conduct performance conversations, employee evaluations, and corrective action in partnership with Human Resources
- Participate in interviewing, selection, onboarding, and training
- Review PTO, schedules, timesheets, and Service Desk coverage
- Review weekly client billing reports and coordinate necessary information with Accounting
- Partner with Account Managers to understand service concerns, client usage, satisfaction risks, and account health
- Provide regular reporting and operational recommendations to leadership