Service Desk Manager – Managed Service Provider

Job overview

The Service Desk Manager – Managed Service Provider role is onsite in Burbank, CA, for local applicants. Pay is $110,000–$130,000 per year. Frontline is a Los Angeles managed IT services provider serving clients in entertainment, legal, financial services, healthcare, and nonprofit sectors. The manager owns service desk operations, performance, and technician-team development. Effective intake, dispatch, escalation, service-level management, and process improvement help reduce technology disruptions for client businesses.

What you'll do

• Manage service desk intake, triage, dispatch, prioritization, escalation, and closure
• monitor service-level performance and ticket quality
• coordinate technician schedules and coverage
• handle major incidents and client escalations
• report on desk performance
• maintain procedures and knowledge-base practices
• hire, onboard, coach, and manage technicians
• onboard new clients.

What we're looking for

Skills & competencies

service desk manager

managed service provider

burbank ca

frontline

it support

service-level performance

ticketing systems

technician team leadership

client onboarding

microsoft 365

$110k–$130k/year

medical, dental and vision

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision coverage
• 401(k) with company match
• paid vacation, sick time, and holidays
• paid training, certification, and vendor courses.

Why this role

The posting emphasizes ownership of service desk processes and implementing process improvements.

About the employer

Frontline, LLC - Managed IT Services and IT Support is hiring for this role. Industry: Computer Facilities Management Services. Sector: 54.