Service Desk Manager - Tier II (IT Service Management)

Location: Remote. Working hours: 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

hirify.global operates IronOrbit’s 24/7 managed services support environment.

What you will do

• Lead, coach, and develop a geographically distributed Tier Two Specialist team.
• Define, track, and publish 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 unfamiliar issues and follow clear escalation standards.
• Oversee complex incidents, problem management, recurring-issue analysis, and root-cause follow-through.
• Partner with Engineering, Front Line leadership, Customer Success, and operations teams to improve service quality and handoffs, including after-hours triage and ticket assignment after approximately 3:00 PM Pacific Time.

Requirements

• 3+ years of leadership experience in IT support, service desk, technical operations, or service management.
• Experience leading remote or distributed technical teams; MSP experience is strongly preferred.
• Experience with operational metrics, scorecards, KPIs, service-management reporting, queue management, workload balancing, utilization, SLAs, ticket aging, and escalation management.
• Strong technical troubleshooting experience sufficient to evaluate investigation quality and coach Tier Two staff.
• Experience with ITSM platforms and incident/problem-management processes.
• Strong communication, coaching, and performance-management skills.
• Sound judgment when balancing customer impact, technical complexity, staffing, and escalation decisions.
• Comfort leading teams supporting Windows Server, Active Directory, Group Policy, Microsoft 365, Microsoft Entra ID, TCP/IP, DNS, DHCP, VLANs, VDI, virtualization, endpoint management, security, backup, MFA, network, and security platforms.

Nice to have

• ITIL certification or equivalent practical experience.
• Experience developing service desk scorecards or KPI frameworks.
• Experience with workforce utilization and capacity reporting.
• 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, full-time position in a 24/7 managed services environment.
• Supportive, accountable culture focused on technical learning, collaboration, and recognition of strong performance.
• After-hours leadership includes reviewing demand, rebalancing resources, coordinating escalations, leading high-impact incidents, and handing off cleanly to daytime leadership.