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14 дней назад

Service Desk Manager - Tier II

93 600 - 108 160$
Формат работы
remote (Global)
Тип работы
fulltime
Грейд
lead
Английский
b2
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR
Service Desk Manager - Tier II (IT support/managed services): Leading a distributed Tier Two support team in a 24/7 managed services environment with an accent on workload balancing, operational metrics, escalation quality, and technical coaching. Focus on managing complex incidents, improving queue and SLA performance, coordinating after-hours triage, and developing Specialists toward deeper technical ownership.

Location: Fully remote; working hours are 7:00 AM–4:00 PM Pacific Time or 8:00 AM–5:00 PM Pacific Time, Monday through Friday.

Salary: $93,600–$108,160 per year.

Company

IronOrbit is an integrated Information and Communications Technology partner providing specialized cloud services and supporting digital transformation initiatives.

What you will do

  • Lead, coach, and develop a geographically distributed Tier Two Specialist team.
  • Define and publish operational metrics covering workload, utilization, backlog, SLA performance, ticket flow, and escalation quality.
  • Manage ticket assignment, queue participation, workload balancing, capacity, and customer priorities.
  • Improve technical ownership by coaching Specialists to investigate complex or unfamiliar problems before escalating.
  • Oversee complex incidents, problem-management activities, recurring-issue analysis, and root-cause follow-through.
  • Provide after-hours leadership for triage, ticket assignment, escalations, high-impact incidents, and handoffs to daytime leadership.

Requirements

  • 3+ years of leadership experience in IT support, service desk, technical operations, or service management.
  • Experience leading remote or distributed technical teams; managed service provider experience is strongly preferred.
  • Experience with operational metrics, scorecards, KPIs, service-management reporting, queue management, workload balancing, utilization, SLAs, and ticket aging.
  • Strong technical troubleshooting skills and the ability to evaluate investigation quality and coach Tier Two staff.
  • Experience with ITSM platforms and incident- and problem-management processes.
  • Strong communication, coaching, performance-management, and escalation-decision skills.

Nice to have

  • ITIL certification or equivalent practical experience.
  • Experience developing service desk scorecards, KPI frameworks, and workforce utilization or capacity reports.
  • Experience developing support staff toward advanced technical or Engineering roles.
  • Familiarity with SOC 2, ISO 27001, PCI, CMMC, or similar compliance environments.

Culture & Benefits

  • Fully remote, Monday-to-Friday work arrangement within the defined Pacific Time schedules.
  • 24/7 technical support environment with structured collaboration across Front Line Analysts, Tier Two Specialists, and Tier Three Engineers.
  • Supportive culture focused on accountability, collaboration, technical learning, and recognition of strong performance.
  • Opportunity to improve service quality and help specialists develop deeper technical capabilities.

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