Service Desk Manager

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 visionSalary range of $75,000 - 85,000 annuallyHybrid work schedule that supports work/life balanceOpportunities for continued growth, learning, and creativityWhat 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 environment3+ years of experience in IT support or service delivery in an MSP environment1+ year in a supervisory or team lead role with direct people management responsibilitiesWorking knowledge of PSA systems such as HaloPSA, RMM platforms, Microsoft 365, networking fundamentals, and endpoint troubleshootingCertifications 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 hoursReady to apply?Quick apply with your resumeORGet a head start on the application process through our online portal here:

Created: 2025-09-23