Job Description
Job Description
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:
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Robust benefits package including PTO, 401k, healthcare, dental, and vision
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Salary range of $75,000 - 85,000 annually
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Hybrid work schedule that supports work/life balance
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Opportunities for continued growth, learning, and creativity
What You'll Do:
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Lead and coach Tier 1 & Tier 2 technicians, fostering a culture of accountability, service excellence, and professional growth.
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Oversee scheduling, coverage, and team communications to ensure responsiveness and balanced workloads.
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Monitor service desk performance metrics, ticket queues, and client satisfaction to maintain SLA compliance and high-quality support.
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Act as the primary escalation point for client issues, driving timely resolution with clear and professional communication.
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Enforce and improve service desk standards, processes, and workflows; leverage analytics and automation to boost efficiency.
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Partner with leadership to evaluate and implement new tools, technologies, and service offerings that enhance operations and outcomes.
Skills You'll Need:
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Must have experience working in an MSP environment
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3+ years of experience in IT support or service delivery in an MSP environment
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1+ year in a supervisory or team lead role with direct people management responsibilities
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Working knowledge of PSA systems such as HaloPSA, RMM platforms, Microsoft 365, networking fundamentals, and endpoint troubleshooting
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Certifications such as HDI Support Center Manager, CompTIA A+/Network+, ITIL Foundation (preferred but not required)
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Knowledge of cybersecurity principles and CMMC or other compliance frameworks (preferred but not required)
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Ability to participate in an on-call support rotation outside standard business hours
Ready to apply?
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Quick apply with your resume
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OR
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Get a head start on the application process through our online portal here: https://www.ondemandassessment.com/link/index/JB-PJSA7QILW?u=1182753