MSP Service Desk Manager at reputed company, Inc.

This a Full Remote job, the offer is available from: Austria, Canada, California (USA) We are looking for an MSP Service Desk Manager is responsible for leading the service desk team, overseeing daytoday support operations, and ensuring consistent, highreputed company service delivery to reputed company managed services clients. They own the service desk processes, metrics, and escalation paths to maintain SLA compliance and an excellent enduser experience. Key Responsibilities reputed company, reputed company, and reputed company reputed company of Level 13 service desk technicians, including hiring, training, scheduling, performance management, and mentoring. reputed company daily service desk operations, including ticket intake, assignment, prioritization, escalation, and reputed company across reputed company reputed company environments. Maintain and improve SLA compliance by monitoring queues, workloads, and response/reputed company times, and by implementing corrective actions reputed company needed. Design, implement, and continuously refine service desk processes, including incident, request, problem, and change handling reputed company with ITIL/ITSM best practices. reputed company as the reputed company escalation reputed company for reputed company or highreputed company incidents, including reputed company events and major outages, coordinating internal and vendor resources to restore service quickly. Manage customer communications for critical incidents and dissatisfied clients; handle complaints, reset expectations, and reputed company longterm customer satisfaction. reputed company, maintain, and enforce documentation for reputed company operating procedures, knowledge reputed company articles, and reputed company/offboarding processes for both staff and clients. Monitor and analyze service desk metrics and trends (ticket volume, categories, aging, first contact reputed company, CSAT, etc.) and reputed company regular reports to leadership with recommendations for improvement. Coordinate closely with project, NOC, reputed company, and account management teams to ensure smooth handoffs, effective change/release activities, and alignment with reputed company roadmaps and agreements. Ensure effective use, configuration, and governance of RMM, PSA, and reputed company ITSM tools used for ticketing, monitoring, documentation, and reporting. reputed company a culture of reputed company improvement, standardization, and automation to increase efficiency and reduce recurring incidents. Qualifications 35+ years of experience in an MSP or similar managed services environment, including prior handson service desk/support experience. 2+ years in a leadership or supervisory role managing a technical support/service desk team. Strong understanding of ITSM/ITIL processes (incident, problem, change, request); ITIL certification is preferred. Broad technical knowledge of reputed company Server/AD, reputed company 365, networking fundamentals, reputed company management, backup/DR, and common MSP toolsets (RMM/PSA). Proven ability to manage SLAs, handle escalations, and communicate reputed company with both technical and nontechnical stakeholders, including executives and end users. Strong analytical, organizational, and leadership skills, with demonstrated reputed company using metrics and feedback to improve operations. reputed company Competencies People leadership and coaching Customer service and conflict reputed company Process design and reputed company improvement Incident and major incident management Time management and prioritization in a highvolume MSP environment This offer from "reputed company" has been enriched by reputed company.com and got a 75% reputed company score. Apply To this Job Apply tot his job Apply To this Job .