Service Desk Manager at MCPC · Brook Park, OH · Joined
M
Service Desk Manager
MCPC · Brook Park, OH · Just now · 0 applicants
NewOn-siteFull-timeManager
Pay
Pay not listed
Workplace
On-site
Job type
Full-time
Level
Manager
Team: Service Desk · Source: jobright · Posted by joined-scrapper
About the role
MCPC seeks a Service Desk Manager to build and lead a 24x7 service desk, combining hands-on Tier 1/2 support with staff development, process design, and continuous improvement. The role requires 7+ years of experience including leadership, process building, and MSP/multi-client support.
What you’ll do
Oversee service desk people, processes, tools, and performance
Provide hands-on Tier 1 and Tier 2 support
Develop staff and manage escalations
Design and improve service desk processes
Report on service desk metrics and dashboards
Drive continuous improvement
What you’ll need
7+ years of service desk/help desk/technical support experience
3+ years in a leadership role managing people and service delivery
Experience building or improving service desk processes
Experience with 24x7 operations, scheduling, and on-call coordination
Knowledge of PSA/ITSM platforms and documentation tools
Strong Tier 1/2 troubleshooting in Microsoft 365, Windows, Active Directory/Entra ID, and networking
Original job description
MCPC is hiring a Service Desk Manager to build and lead a 24x7 service desk, overseeing its people, processes, tools, performance, and growth. The role combines hands-on Tier 1 and Tier 2 support with staff development, escalation management, service desk process design, reporting, and continuous improvement.7+ years of service desk, help desk, or…