Service Desk Manager – MSP (Hybrid/Remote)
📍 Savage, MD | 💼 Hybrid (Remote + Local Travel) | 💰 $110,000 – $120,000+
A rapidly growing, Cloud-first Managed Services Provider (MSP) is seeking an experienced Service Desk Manager to lead and elevate its technical support team. With a strong focus on operational excellence, leadership support, and a flexible work environment (90% remote), this is an opportunity to step into a leadership role where your voice matters and growth is constant.
About the Company:
Built on best practices and high-performance standards, this MSP has recently doubled in size and supports a loyal, cloud-savvy client base. The culture is relaxed but ambitious—ideal for self-starters who want to collaborate, lead, and scale alongside seasoned engineers and decision-makers.
What You’ll Do
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Lead a team of 8–10 Service Desk technicians
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Oversee daily support operations, including KPIs, ticket flow, and client satisfaction
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Develop and manage technician onboarding and training programs
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Work closely with a Service Coordinator to ensure scheduling efficiency and SLA alignment
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Partner with senior engineers and leadership on escalations, quality assurance, and service improvements
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Occasionally travel to the company’s Maryland offices or local client sites as needed
What You’ll Bring
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2+ years in a Service Desk Manager or leadership role in an MSP environment (required)
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Strong technical understanding of IT systems, tools, and workflows
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Bachelor’s degree + relevant certifications (e.g., A+, Network+, Security+, ITIL)
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Excellent people leadership, team-building, and performance management skills
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Ability to balance strategic oversight with hands-on support and coaching
Why Join
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Hybrid/WFH model with local flexibility
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Health, Dental & Vision (50% company-covered in year one, 100% covered thereafter)
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401(k) with 5% company match
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Certification reimbursement
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Generous PTO
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A leadership team that values autonomy, innovation, and professional development
