Service Desk Manager

Virtual Vocations Inc

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

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Vacancy posted 4 days ago

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