Service Desk Manager - Tier II

Key Responsibilities

• Lead, mentor, and inspire a geographically distributed Incident and Problem Management team, fostering accountability, quality, and a positive, collaborative environment. 
• Demonstrate strong leadership in remote team settings: set clear expectations, facilitate regular virtual check-ins, and promote knowledge sharing across locations and time zones. 
• Oversee the end-to-end incident lifecycle: monitor ticket queues, triage incidents, coordinate escalations, and ensure timely resolution in line with SLAs. 
• Manage the problem management process: identify recurring issues, facilitate root cause analysis, and drive implementation of permanent solutions. 
• Serve as the senior escalation point for complex technical and client-impacting incidents during assigned shifts. 
• Coordinate change requests and scheduled maintenance activities with after-hours teams to minimize client disruption. 
• Develop, track, analyze and publish incident and problem metrics, prepare shift reports, and communicate critical updates to daytime leadership and the Senior Service Manager. 
• Collaborate with other managers and after-hours teams to ensure seamless handoffs and knowledge transfer between shifts and global teams. 
• Champion continuous improvement in incident and problem management processes, documentation, and client satisfaction. 

Skills, Knowledge & Expertise

• 3+ years in an IT support or service management leadership role (MSP experience highly preferred). 
• Demonstrated success leading remote and distributed teams, including setting goals, providing feedback, and driving engagement in virtual environments. 
• Strong technical background in Windows Server (2016/2019/2022), networking (Cisco, Sophos, SonicWall), cloud platforms (Microsoft 365, Google Workspace, Azure AD), and remote troubleshooting. 
• Proven ability to lead distributed/remote teams effectively. 
• Excellent written and verbal communication skills, with an emphasis on clarity and inclusivity in virtual settings. 
• Experience with ITSM tools and incident/problem management processes. 
• Experience with endpoint and device management tools (Microsoft Intune, Datto RMM, CrowdStrike Falcon, JAMF Pro, Apple Business Manager). 
• Familiarity with virtualization and VDI platforms (VMware Horizon, Citrix, Hyper-V). 
• Ability to coordinate effectively with after-hours and overnight teams. 

• ITIL certification or equivalent process knowledge. 
• Experience managing cross-time-zone teams and facilitating virtual collaboration. 
• Familiarity with MSP performance metrics, SLA reporting, and continual service improvement. 
• Knowledge of compliance frameworks (ISO 27001, PCI, SOC2). 
• Experience with backup/recovery (Veeam), MFA (Duo, Microsoft), and security monitoring (NIDS, DLP).