Service Desk Manager (IT Service Management)

Location: Remote

Company

Managed services and IT solutions organization.

What you will do

• Lead daily service desk operations, including ticket assignment, prioritization, resolution, and client communication.
• Own SLA compliance, service KPIs, reporting, ticket quality, documentation, and customer satisfaction.
• Manage Service Desk Team Leads and oversee technicians, including scheduling, coverage, coaching, performance reviews, and development plans.
• Handle client escalations through confirmed closure and coordinate cross-functional resolution with infrastructure, projects, and service delivery teams.
• Own hiring, onboarding, training programs, certification tracking, and cross-skilling for Service Desk staff.
• Identify recurring or systemic issues and lead corrective actions and continuous improvement initiatives.

Requirements

• 5+ years of experience in IT support and 2+ years in a management role.
• MSP or multi-client support experience with a strong understanding of SLAs and KPIs.
• Experience with PSA tools such as Autotask or ConnectWise and familiarity with RMM platforms such as NinjaOne or N-central.
• Knowledge of Windows, Microsoft 365, and networking basics.
• Strong written and verbal communication, analytical and reporting skills, client escalation management, and team development experience.
• Ability to manage remote and global teams; an associate or bachelor’s degree in IT, Computer Science, or a related field is preferred.

Nice to have

• ITIL Foundation certification.
• CompTIA A+, Network+, or Microsoft certifications.
• Experience with process improvement initiatives.

Culture & Benefits

• Full-time remote work, 40 hours per week.
• Monday through Friday schedule with flexibility for evening one-on-one meetings.
• Opportunity for learning, development, certification progress, and cross-skilling.
• Work focused on accountability, professionalism, proactive support, and continuous improvement.