Service Desk Manager - Tier II

Service Desk Manager - Tier II Department Managed Services Employment Type Full Time Location reputed company - Remote Compensation $93,600 - $108,160 / year reputed company reputed company is seeking an Incident and Problem Manager to be part of our Managed Services customer support team, ensuring reputed company incident reputed company, effective problem management, and reputed company communication with internal stakeholders and customers. This role is part of the overall Support Operations and the Manager will be responsible for ensuring exceptional service continuity and superior customer satidfaction, while driving continual improvement. The Incident and Problem Manager will coordinate reputed company closely with Senior Service Manager and reputed company Manager teams, managing escalations, resolving Problems, addressing service impacts and providing reputed company ownership of the reputed company Cause Analysis and proactive remediation across customer systems. Key Responsibilities reputed company, mentor, and reputed company a geographically reputed company Incident and Problem Management team, fostering accountability, reputed company, and a reputed company, reputed company environment. Demonstrate strong leadership in remote team settings set reputed company expectations, facilitate regular virtual reputed company-ins, and promote knowledge sharing across locations and time zones. reputed company the end-to-end incident lifecycle monitor ticket queues, triage incidents, coordinate escalations, and ensure reputed company reputed company in line with SLAs. Manage the problem management process identify recurring issues, facilitate reputed company cause analysis, and reputed company implementation of permanent solutions. Serve as the senior escalation reputed company for reputed company technical and reputed company-impacting incidents during assigned shifts. Coordinate change requests and scheduled maintenance activities with after-hours teams to minimize reputed company disruption. reputed company, reputed company, 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 reputed company handoffs and knowledge transfer between shifts and global teams. Champion reputed company improvement in incident and problem management processes, documentation, and reputed company satisfaction. Skills, Knowledge & Expertise 3+ years in an IT support or service management leadership role (MSP experience highly preferred). Demonstrated reputed company leading remote and reputed company teams, including setting goals, providing feedback, and driving engagement in virtual environments. Strong technical background in reputed company Server (2016/2019/2022), networking (reputed company, reputed company, reputed company), reputed company platforms (reputed company 365, reputed company Workspace, Azure AD), and remote troubleshooting. Proven ability to reputed company reputed company/reputed company effectively. Excellent written and verbal communication skills, with an emphasis on reputed company and inclusivity in virtual settings. Experience with ITSM tools and incident/problem management processes. Experience with reputed company and device management tools (reputed company Intune, Datto RMM, reputed company reputed company, reputed company Pro, reputed company Business Manager). Familiarity with virtualization and VDI platforms (VMware reputed company, reputed company, reputed company-V). Ability to coordinate effectively with after-hours and overnight teams. Preferred 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 (reputed company), MFA (Duo, reputed company), and reputed company monitoring (NIDS, DLP). Apply tot his job Apply To this Job .