MSP Service Desk Manager - Remote Eligible

Msp Service Desk Manager

Join the Team at DAS Health! DAS Health is a leading provider of health IT and managed services, delivering innovative solutions and superior support to healthcare organizations nationwide. We are passionate about empowering our clients with technology that drives efficiency and improves patient outcomes.

We're seeking an experienced MSP Service Desk Manager to lead and develop our MSP Service Desk team. This role is responsible for overseeing daily operations, maintaining service quality standards, and ensuring the team delivers highly responsive and effective technical support to our clients. The ideal candidate will be a hands-on leader with strong technical expertise, exceptional communication skills, and a commitment to operational excellence.

Responsibilities:

• Manage the scheduling, assignment, and performance of the MSP Service Desk team, ensuring consistent and high-quality client support.
• Troubleshoot and resolve complex technical issues and serve as an escalation point for the team.
• Develop, document, and continuously improve Service Desk processes and best practices.
• Proactively monitor service queues, ticket updates, and team availability to ensure KPIs are met or exceeded.
• Coach, mentor, and develop team members to enhance their technical and customer service skills.
• Participate in the recruitment, selection, onboarding, and training of new team members.
• Review and approve PTO requests, timesheets, and billing reports.
• Conduct regular performance evaluations and manage employee relations including feedback, discipline, and recognition.
• Collaborate with Account Managers to understand client needs, usage trends, and proactively address potential service or renewal risks.
• Prepare and present regular reports on team performance, trends, and operational recommendations.
• Promote an inspiring and open team culture that encourages accountability, communication, and professional growth.
• Perform additional duties and projects as assigned.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Minimum 5 years of experience in a service desk, technical support, or MSP environment, with at least 2 years in a leadership capacity preferred.
• Strong technical writing and documentation skills.
• Exceptional written and verbal communication skills with a strong customer service orientation.
• Proven ability to lead teams, manage priorities, and maintain service excellence in a fast-paced environment.
• Experience working with CRM or ticketing systems for case management.
• High energy, initiative, and strong organizational and follow-through skills.
• Proficiency with Microsoft 365 and related technologies.
• Ability to work independently and collaboratively across departments.

Why Join DAS Health?

At DAS Health, we offer more than just a job — we offer the opportunity to make a meaningful impact in healthcare technology. Our team members enjoy:

• Competitive compensation and benefits package
• 401(k) with company match
• Generous PTO and paid holidays
• Professional growth and advancement opportunities
• A collaborative, mission-driven culture