Service Desk Manager
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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 team development.
Key Responsibilities
- Lead, coach, and develop a Tier Two Specialist team while managing ticket assignments and ensuring equitable workload distribution
- Define, track, and publish operational metrics to enhance visibility on performance, ticket flow, and escalation quality
- Oversee complex incidents and problem management, partnering with cross-functional teams to improve service quality
Required Qualifications
- 3+ years of leadership experience in IT support, service desk, or technical operations
- 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 experience with familiarity in technologies such as Windows Server, Active Directory, and network troubleshooting
- Proficient in ITSM platforms and incident/problem management processes
Complete Job Description
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