Service Desk Manager - Tier II

Location: Fully remote

Salary: $93,600–$108,160 per year

Company

IronOrbit is an Information and Communications Technology partner providing specialized cloud services and digital transformation support to businesses across multiple industries.

What you will do

• Lead, mentor, and manage a geographically distributed Tier II support team.
• Oversee incident queues, triage, escalations, SLAs, and end-to-end incident resolution.
• Manage recurring issues through problem management, root cause analysis, and permanent remediation.
• Act as the senior escalation point for complex technical and client-impacting incidents.
• Coordinate change requests, scheduled maintenance, after-hours support, and shift handoffs.
• Analyze and report incident and problem metrics while driving continuous service improvement.

Requirements

• 3+ years of experience in IT support or service management leadership; MSP experience is highly preferred.
• Experience leading remote and distributed teams, setting goals, providing feedback, and maintaining engagement.
• Strong experience with Windows Server, networking, Microsoft 365, Google Workspace, Azure AD, and remote troubleshooting.
• Experience with ITSM tools, incident and problem management, and endpoint management platforms such as Intune, Datto RMM, CrowdStrike Falcon, JAMF Pro, and Apple Business Manager.
• Familiarity with VMware Horizon, Citrix, Hyper-V, and coordination with after-hours or overnight teams.
• Excellent written and verbal communication skills for virtual and cross-functional collaboration.

Nice to have

• ITIL certification or equivalent process knowledge.
• Experience with MSP metrics, SLA reporting, and continual service improvement.
• Knowledge of ISO 27001, PCI, or SOC 2 compliance frameworks.
• Experience with Veeam, Duo, Microsoft MFA, NIDS, or DLP.

Culture & Benefits

• Fully remote work in a geographically distributed environment.
• Regular virtual check-ins, knowledge sharing, and collaboration across locations and time zones.
• Focus on accountability, service quality, client satisfaction, and continuous improvement.
• Collaboration with senior service managers, customer success managers, and global technical teams.