Service Desk Manager (MSP) Hands-On In Office
This is a hands-on leadership role, not a passive management position. You will be responsible for ensuring tickets are actively worked, holding technicians accountable, and bringing structure to a growing service desk. If you prefer a hands-off or meeting-heavy management style, this role will not be a fit. We are a growing MSP supporting businesses across the U.S., and we are looking for someone who can take ownership of the service desk, improve ticket flow, and help build a high-performing support team.
What You'll Do
Actively manage the service desk throughout the day (not just in meetings) Ensure all tickets are: Assigned quickly Progressing consistently Closed properly Hold technicians accountable for: Response times Follow-through Communication quality Step in to assist with escalations and support tickets when needed Identify bottlenecks and improve how tickets are handled Organize and improve the ticketing system (priorities, workflows, visibility) Run daily check-ins and enforce end-of-day handoffs Address performance issues directly and professionally Serve as the escalation point for complex or stalled issues What We're Looking For MSP experience required 3+ years in IT support with exposure to service desk operations Previous leadership, team lead, or strong senior technician experience Comfortable managing both people and technical issues Strong organizational and follow-through skills Clear, direct communicator (with both clients and team members) Able to bring structure to an environment that is still evolving Technical Background (Preferred) Windows Server / RDS environments Microsoft 365 / Google Apps Networking fundamentals (VPNs, firewalls, VLANs) VoIP systems (3CX a plus) What This Role Is NOT Not a passive management role Not a "wait for tickets to come in" position Not someone who avoids difficult conversations Not a fully remote role What Success Looks Like Tickets do not sit idle Clear ownership of every issue Reduced backlog and improved response times Strong accountability across the team Less need for escalation to ownership Compensation $65,000 - $80,000 per year (based on experience) Performance-based bonus tied to service desk improvement Work Environment In-office role based in Green Bay, WI Occasional on-site client visits Fast-paced MSP environment with a wide variety of technologies Why This Role Direct ownership of the service desk and team performance Ability to implement process improvements and bring structure Work in a small, agile team without unnecessary bureaucracy Exposure to a wide range of technologies and environments Well-equipped office environment with modern hardware Pay: $65,000.00 - $80,000.00 per year Benefits: 401(k) matching Life insurance Paid time off Professional development assistance Retirement plan Application Question(s): Our ticketing system is currently not well organized. How would you approach improving ticket flow and structure? What do you do when a technician is not picking up tickets or responding in a timely manner? Experience: IT support or service desk: 3 years (Required) Managed Service Provider (MSP): 1 year (Required) Ability to Commute: Green Bay, WI 54303 (Required) Work Location: In person Apply tot his job Apply To this Job