Director of Service Desk

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full ownership of the service desk operations, including ticket intake, triage, tiered escalation (Tier 1/2/3), and resolution.

• Define and oversee SLAs/SLOs for response and resolution times based on various severity levels.

• Develop the staffing model, ensure shift coverage, and establish an on-call/after-hours support framework as the team expands.

• Create and maintain standards for ticket queue management, documentation practices, and escalation protocols.

• Manage and enhance the primary MSP toolset: PSA (like ConnectWise or similar), RMM (e.g., NinjaOne, Datto, Kaseya), remote support tools, and ticketing/knowledge base systems.

• Standardize onboarding processes for new clients and devices into managed support.

• Collaborate with the security team to ensure that service desk processes align with security controls, including access reviews, patch management, and endpoint compliance.

• Recruit, train, and supervise service desk technicians and engineers as the team grows.

• Develop career progression pathways (Tier 1 → Tier 2 → Tier 3/Engineer) and technical training programs.

• Establish performance targets and regularly conduct coaching and quality assessments of ticket handling.

• Monitor and report on essential service desk KPIs such as SLA compliance, first response time, resolution time, ticket backlog, and CSAT.

• Identify recurring issues and implement root-cause solutions, automation, and self-service/knowledge base enhancements to minimize ticket volume.

• Present service desk performance metrics to leadership and assist in QBR reporting for clients.

• Act as the escalation point for high-severity issues or dissatisfied client concerns.

• Collaborate with sales and client success teams to ensure that service desk delivery aligns with sold SLAs and client expectations.

• Aid in the onboarding of new clients to the managed service model.

⛳️ Requirements

• Candidates must have experience in a scaled MSP environment — prior management of a service desk with significant size (multiple technicians and clients), rather than a single-organization IT department.

• Extensive knowledge of the standard MSP toolset, including PSA platforms such as ConnectWise (or Autotask) and RMM tools like NinjaOne, Datto, or Kaseya.

• Demonstrated experience in managing SLAs, ticket queues, and tiered support frameworks.

• Strong background in people management, including hiring, coaching, and performance evaluation.

• Ability to work collaboratively across various functions, including sales, security, and client success.

• Excellent communication skills, with the ability to serve as an escalation point in high-pressure situations.

• Relevant certifications (e.g., ITIL, CompTIA A+, Network+, Security+).

🏝️ Benefits

• Health insurance

• Professional development opportunities