Senior Manager of MSP Service Desk
- Employment Type: Full-Time
- FLSA Status: Exempt
- Department: MSP
- Work Location: Remote (U.S.-Based); on-call escalation support and occasional overnight coverage may be required
Position Summary
The Senior Manager of MSP Service Desk provides strategic and operational leadership for a fully remote, high-volume technical support team. This role leads service delivery, workforce planning, performance management, process improvement, and quality assurance while developing onshore and offshore team members and serving as a senior escalation point. By strengthening service operations and partnering with clients, Account Managers, technical teams, and senior leaders, this position improves the client experience, supports account health, and helps the Service Desk scale effectively.
Key Responsibilities
- Lead day-to-day and strategic Service Desk operations, including staffing, scheduling, workload distribution, resource allocation, and service delivery.
- Coach and develop fully remote team leads and Service Desk technicians across onshore and offshore teams, setting clear expectations and strengthening accountability.
- Own performance against service-level expectations, quality standards, key performance indicators, and client experience goals.
- Monitor ticket queues, availability, ticket boards, and open cases, adjusting priorities and staffing to maintain responsive support.
- Serve as a senior escalation point for complex, urgent, or high-impact technical and client issues, including on-call support as needed.
- Establish, document, audit, and continuously improve Service Desk processes, workflows, quality assurance practices, and operating standards.
- Analyze operational data to identify trends, root causes, capacity needs, and opportunities to improve productivity, service quality, and scalability.
- Assess team structure, coverage, and technical skill needs; build cross-training, development, and succession plans that strengthen service continuity.
- Support workforce planning, hiring, onboarding, training, performance evaluations, and employee relations activities in partnership with Human Resources.
- Partner with Account Managers and technical stakeholders to understand client needs, address service concerns, and lead accountable improvement plans.
- Participate in client meetings, monthly reviews, business reviews, and quarterly business reviews, presenting performance insights and recommended actions.
- Create an inclusive, high-performing team environment built on open communication, ownership, continuous learning, and responsive client service.
Required Qualifications
- Bachelor’s degree in computer science, information technology, a related field, or an equivalent combination of education and relevant experience.
- At least 7 years of progressive experience in a service desk, technical support, or managed services environment, including people leadership responsibility.
- Demonstrated experience leading technical support operations, managing escalations, and improving team performance in a fast-paced, client-facing environment.
- Experience managing remote employees and leading distributed teams with a strong focus on accountability, coaching, and development.
- Strong knowledge of ticket lifecycle management, workforce planning, service metrics, quality assurance, process documentation, and continuous improvement.
- Ability to analyze operational data, identify trends, and translate findings into clear recommendations and action plans.
- Experience with case or ticket management systems, CRM platforms, and Microsoft products, including Microsoft Teams.
- Exceptional written, verbal, interpersonal, and client engagement skills, with the ability to communicate effectively across technical teams, clients, and senior leadership.
- Strong judgment, initiative, organization, and follow-through, with the ability to prioritize competing demands and manage multiple workstreams.
Preferred Qualifications
- Experience in a Managed Services Provider (MSP) environment or within a healthcare setting, including senior living or ambulatory care.
- Experience leading both onshore and offshore resources.
- Experience with workforce management, scheduling, utilization, capacity planning, and staffing forecasting in a high-volume support environment.
- Experience with quality assurance tooling, reporting, and operational improvement programs.
- Experience with ConnectWise or Amazon cloud tools, including Amazon Connect.
- Exposure to AI-enabled service solutions and tools.
What Success Looks Like
Success in this role means building an accountable, well-supported remote team that consistently meets service expectations in a high-volume environment. A high-performing Senior Manager uses data to anticipate staffing and capacity needs, strengthens processes and quality, resolves escalations with confidence, and partners effectively with clients and internal teams to deliver measurable service improvements that support client satisfaction and business growth.
About DAS Health
DAS Health is a leading provider of healthcare IT and business solutions that helps healthcare organizations improve operations, strengthen technology performance, and deliver exceptional patient care.
We partner with physician practices, senior care organizations, specialty providers, and healthcare groups across the country to deliver innovative solutions including managed IT services, cybersecurity, cloud technologies, revenue cycle solutions, EHR consulting, and strategic business services.
At DAS Health, you'll join a collaborative, mission-driven team dedicated to helping healthcare organizations succeed through technology, expertise, and exceptional service.
Why Join DAS Health
- Remote work opportunity
- Unlimited Flexible Paid Time Off (PTO)
- Medical, Dental, and Vision Insurance
- 401(k) with Company Match
- Company-Paid Life Insurance
- Company-Paid Disability Insurance
- Employee Assistance Program (EAP)
- Professional Development Opportunities
- Career Growth Opportunities
- Collaborative and supportive team culture
- Opportunity to make a meaningful impact in healthcare
Equal Opportunity Employer
DAS Health is an Equal Opportunity Employer committed to fostering an inclusive workplace where all employees are valued and respected. We celebrate diversity and make employment decisions based on qualifications, merit, and business needs without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.
Our Commitment to Diversity & Inclusion
DAS Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by federal, state, or local laws.
Accommodation Notice
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to recruitment@dashealth.com.
Employment at Will
Nothing in this job posting or description guarantees employment for any specific period or under any specific terms. Employment with DAS Health is "at-will."
