Position Summary

We are seeking an experienced Remote Service Desk Manager to lead, manage, and continuously improve our MSP service desk operations. This role is both hands-on and strategic—responsible for closing tickets, serving as an escalation point for Tier 2 and Tier 3 engineers, and driving accountability, process maturity, and performance across the service desk.

The ideal candidate has prior MSP operations experience, understands how service desks scale, and thrives in an environment where metrics, documentation, and continuous improvement matter.

Key Responsibilities

Service Desk Leadership & Operations

• Lead and manage the service desk team in a remote environment
• Conduct regular 1:1s, performance reviews, and coaching sessions
• Identify skill gaps within the team and recommend training paths, certifications, and development plans
• Act as an escalation point for Tier 2 and Tier 3 issues while remaining hands-on when needed

Ticket Management & Performance

• Maintain accountability for ticket closure rates, SLA adherence, and quality of resolution
• Review ticket queues daily to ensure proper prioritization and assignment
• Close tickets directly as needed to support the team and maintain service levels
• Monitor trends in escalations, repeat issues, and backlog

Metrics & Reporting

• Own and report on helpdesk KPIs including:
• Ticket closure percentage
• SLA compliance
• Escalation rates
• Mean time to resolution (MTTR)
• Use data to drive coaching conversations, staffing decisions, and process improvements

Process Documentation & Continuous Improvement

• Create, maintain, and enforce service desk SOPs and process documentation
• Ensure the on-call system is clearly documented, tested, and consistently followed
• Build and maintain a centralized process repository for service desk workflows and improvements
• Identify inefficiencies and lead initiatives to improve service delivery and operational consistency

Required Experience & Skills

• 5+ years of experience in an MSP or IT services environment
• Prior experience managing or leading a service desk team
• Strong understanding of MSP operations, service delivery, and escalation workflows
• Hands-on technical experience supporting end users and infrastructure
• Proven ability to manage performance through metrics and accountability

Preferred Qualifications

• Experience working in MSP operations, service delivery management, or similar roles
• Familiarity with PSA/RMM tools (ConnectWise, Autotask, Datto, etc.)
• Strong documentation discipline and process-oriented mindset
• Experience building or improving on-call rotations and after-hours support models

Professional Competencies

• Calm, decisive leadership style in a remote environment
• Strong written and verbal communication skills
• Comfortable enforcing standards while developing people
• Self-directed and organized with the ability to prioritize effectively

What Success Looks Like

• Consistent ticket closure and SLA performance
• Reduced escalations and backlog
• Clear, usable documentation that supports scale
• A service desk team that is growing technically and operationally
• Predictable, repeatable service delivery across clients