Service Desk Manager
Job Summary
Leading a geographically distributed team, the full-time remote Service Desk Manager will oversee Tier Two Specialists in a 24/7 Managed Services environment, focusing on operational metrics, workload management, and fostering a culture of accountability and collaboration.
Key Responsibilities
- Lead, coach, and develop the Tier Two Specialist team while ensuring effective ticket assignment and queue management
- Define and track operational metrics to enhance visibility into workload, performance, and escalation quality
- Oversee complex incidents and problem-management activities, partnering with cross-functional teams to improve service quality
Required Qualifications
- 3+ years of leadership experience in IT support, service desk, or service management
- Experience leading remote technical teams, preferably in a Managed Services Provider (MSP) environment
- Strong understanding of operational metrics, queue management, and escalation processes
- Technical troubleshooting background with familiarity in technologies such as Windows Server, Active Directory, and networking
- Experience with ITSM platforms and incident/problem-management processes
Complete Job Description
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