TeamLogic IT MSP Service Desk Manager
Phoenix
TeamLogic IT MSP Service Desk Manager
Full Time • Phoenix
Benefits:
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Wellness resources
- 401(k)
- 401(k) matching
- Competitive salary
- Dental insurance
- Tuition assistance
Role Summary
We're a growing Managed Service Provider (MSP) seeking a Service Delivery Manager to lead our Service Delivery team and ensure exceptional client experience.
This role is responsible for overseeing service desk operations, resource coordination, service quality, team development, escalations, and overall service performance. You will work closely with the CTO and leadership team to ensure our clients receive consistent, proactive, and high-quality support while helping the company scale operationally.
This is a leadership role for someone who enjoys coaching people, improving processes, solving operational challenges, and creating accountability within a fast-paced MSP environment.
We're looking for a leader who can balance people, process, and client experience while driving operational excellence.
What You'll Do
Service Operations & Performance
- Oversee daily service desk, security, and support operations.
- Ensure tickets are properly triaged, prioritized, assigned, and resolved according to established service standards and SLAs.
- Monitor ticket queues, backlog, aging, escalations, response times, and operational metrics.
- Identify risks and bottlenecks before they impact clients.
- Drive accountability around service performance and client responsiveness.
Team Leadership & Resource Management
- Lead, coach, mentor, and develop service delivery team members.
- Conduct regular one-on-one meetings, performance coaching, and professional development planning.
- Manage staffing, workload balancing, utilization, scheduling, and forecasting.
- Identify skill gaps and coordinate training opportunities.
- Evaluate team capacity and recommend hiring, role changes, and operational improvements as the organization grows.
Quality, Process & Continuous Improvement
- Review ticket documentation, communication quality, timesheets, and service records.
- Ensure adherence to company processes, standards, and best practices.
- Drive documentation, automation, and process improvement initiatives.
- Analyze operational trends and recurring issues to identify opportunities for improvement.
- Lead initiatives that improve consistency, efficiency, scalability, and service quality.
Client Experience & Escalation Management
- Serve as a senior escalation point for client concerns and service issues.
- Coordinate responses during major incidents, outages, cybersecurity events, and critical client-impacting situations.
- Build strong relationships with clients through proactive communication and effective issue resolution.
- Partner with leadership to maintain high levels of client satisfaction and retention.
Financial & Operational Leadership
- Monitor agreement profitability, labor utilization, productivity, and overall service efficiency.
- Use operational metrics and reporting to improve team performance and business outcomes.
- Help ensure service delivery aligns with company goals, budgets, and growth initiatives.
- Support strategic planning and operational maturity efforts across the organization.
How You'll Work With the CTO
- Partner directly with the CTO to develop and improve service delivery strategy, processes, standards, and team performance.
- Provide visibility into operational challenges, staffing needs, escalation risks, and service trends.
- Help drive accountability and consistency throughout the service organization.
- Contribute to leadership discussions regarding hiring, operational planning, and growth initiatives.
- Play a key role in developing future leaders within the company.
Required Skills & Traits
- Strong leadership and people management skills.
- Experience managing technical support teams in a service-oriented environment.
- Excellent communication, client relationship, and conflict resolution skills.
- Strong organizational and time management abilities.
- Ability to manage multiple priorities and make sound operational decisions.
- Analytical mindset with the ability to interpret metrics and drive improvement.
- High level of accountability, follow-through, and professional judgment.
- Comfortable leading through change and driving continuous improvement initiatives.
Preferred Experience
- Bachelor’s or associate degree OR 3+ years leading technical service teams, preferably in a Managed Service Provider (MSP) environment OR equivalent combination of education and experience
- Experience with PSA, RMM, and IT Service Management (ITSM) platforms.
- Experience managing SLAs, escalations, utilization, and service delivery metrics.
- Professional certifications such as Microsoft, CompTIA, or similar industry-recognized credentials.
- Experience supporting cybersecurity-focused service operations is a plus.
Growth Path
This role can grow into broader operational leadership, including Director of Service Delivery, Director of Operations, or other executive leadership opportunities as the organization continues to grow.
Growth is driven by leadership effectiveness, development of high-performing teams, operational maturity improvements, client retention, and contribution to company strategy.
Compensation & Benefits
- Competitive base salary
- Participation in Company Bonus Program
- Health benefits
- Paid Time Off (PTO)
- Professional development and certification support
- Leadership growth opportunities
- Opportunity to help shape and lead a growing MSP organization
Company Overview
We offer a dynamic and supportive work environment where your contributions are valued, and your professional growth is encouraged. At TeamLogic IT, you'll have the opportunity to work on diverse and challenging projects, enhance your technical skills, and make a meaningful impact on our clients' businesses. If you have a strong IT background, a problem-solving mindset, and a passion for innovation, you'll thrive in our fast-paced, ever-evolving industry. Our team is driven by a commitment to expanding boundaries, leveraging expertise, and delivering smart solutions. As part of a local office, you'll also benefit from the collaboration and support of a vast network of technicians across North America.
We offer a dynamic and supportive work environment where your contributions are valued, and your professional growth is encouraged. At TeamLogic IT, you'll have the opportunity to work on diverse and challenging projects, enhance your technical skills, and make a meaningful impact on our clients' businesses. If you have a strong IT background, a problem-solving mindset, and a passion for innovation, you'll thrive in our fast-paced, ever-evolving industry. Our team is driven by a commitment to expanding boundaries, leveraging expertise, and delivering smart solutions. As part of a local office, you'll also benefit from the collaboration and support of a vast network of technicians across North America.
Compensation: $85,000.00 - $115,000.00 per year
Our growth isn’t measured in numbers, it’s an investment in aligning with the best talent.
If you have IT experience, skills and a determined mindset to overcome any obstacle, you’ll enjoy the TeamLogic IT life. Our team exhibits a deep-seated need to expand boundaries, flex know-how and resolve challenges with smart solutions. That’s a good thing since technology is always advancing, creating an environment that’s fast-paced and dynamic. Work for a local office but be part of a bigger entity with collaboration from hundreds of other technicians across North America.
Everyday, we set out to help businesses across the nation perform better, grow faster and achieve more. That’s our Modus Operandi. What’s yours?
If our philosophy syncs with yours, check out our openings and touch base, soon.
We’re Committed to a People First Culture
Our philosophy is to support small- and medium-sized businesses across the country so they perform better, grow faster and achieve more. As a result, we are constantly providing our teams with the highest level of support, training and career advancement opportunities in an industry that is constantly evolving.
TECHNOLOGY
If you're fascinated by technology, have IT skill sets, and want to be part of this fast growing business sector, TeamLogic IT is an exciting place to be. Our mission is to leverage technology on behalf of our clients; therefore, IT technicians are instrumental to the success of our organization. We seek candidates who demonstrate a high level of technical competency and take great pride in their work. For those who reflect our shared values of care, excellence and integrity, you will fit right in.
Career Development
Our people are our greatest assets. That’s why we believe in developing talent at all stages of their careers. With the incredible pace of change in technology, we focus on giving talent the tools to grow and evolve their skills beyond their immediate job functions. From technicians, to system administrators, to account managers, we empower our people with process and technology that gives them the freedom to think creatively, and drive bold changes to IT Managed Services business.
Benefits
- Healthcare Insurance
- 401K Plan
- Paid Holidays
- Ten Days Paid Time Off
- Training and Certifications
- On Site Fitness Center
This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to TeamLogic IT Corporate.
(if you already have a resume on Indeed)