Remote MSP Service Desk Manager - Remote Eligible

Remote Msp Service Desk Manager

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Remote Msp Service Desk Manager. In this role, you will lead a talented service desk team to deliver exceptional support services to our managed services clients. Your leadership will ensure the team maintains high standards for service quality and adherence to slas while effectively managing escalations and operational metrics. You will drive continuous improvement initiatives, optimizing processes and enhancing the overall customer experience. This position plays a crucial role in maintaining operational excellence and client satisfaction while fostering a positive team environment.

Accountabilities

• Lead, coach, and develop a team of level 1–3 service desk technicians.
• Oversee daily service desk operations and manage ticket processes.
• Maintain and improve sla compliance through effective monitoring.
• Design and implement refined service desk processes aligned with itil/itsm.
• Act as the primary escalation point for complex incidents.
• Manage communications for critical incidents and client satisfaction.
• Develop and enforce documentation for standard operating procedures.
• Analyze service desk metrics and report recommendations for improvement.
• Coordinate with project and security teams for effective operations.
• Ensure effective use and governance of itsm tools.
• Drive a culture of continuous improvement and standardization.

Requirements

• 3–5+ years of experience in an msp or managed services environment.
• 2+ years in a leadership role managing technical support teams.
• Strong understanding of itsm/itil processes; itil certification preferred.
• Broad technical knowledge of windows server/ad, microsoft 365.
• Proven ability to manage slas and communicate effectively with stakeholders.
• Strong analytical, organizational, and leadership skills.

Benefits

• Opportunity to work remotely.
• Competitive salary and performance-based incentives.
• Professional development and training opportunities.
• Flexible work schedule to support work-life balance.
• Health and wellness benefits.
• Collaborative and innovative team culture.