Service Desk Manager – Tier II

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

📋 Description

• Lead, mentor, and develop a geographically dispersed Tier Two Specialist team

• Define, monitor, and publish operational metrics related to workload, utilization, backlog, SLA performance, ticket flow, and escalation quality

• Utilize data to pinpoint workload discrepancies, capacity issues, performance gaps, and opportunities for improvement

• Manage ticket assignments and queue participation to ensure equitable distribution of work and timely responses to customer priorities

• Ensure that special project work has a well-defined scope, deliverables, and accountability, while maintaining support coverage

• Guide Specialists in exploring unfamiliar issues rather than escalating them prematurely

• Establish and uphold escalation standards among Analysts, Specialists, and Engineers

• Supervise complex incidents and problem management activities, including analysis of recurring issues and following through on root-cause investigations

• Collaborate with Engineering, Front Line leadership, Customer Success, and other operational teams to enhance service quality and facilitate cross-team handoffs

• Foster a supportive and accountable team culture with clear expectations and continuous technical learning

• From approximately 3:00 PM Pacific Time, Monday through Friday, oversee triage and ticket assignment when Front Line management coverage concludes

• Assess queue conditions and incoming support requests

• Assign and redistribute work among available resources

• Coordinate escalations between Analysts, Specialists, and Engineers

• Provide leadership during high-impact or customer-facing incidents

• Ensure smooth handoffs and effective communication to daytime leadership

⛳️ Requirements

• A minimum of 3 years of leadership experience in IT support, service desk, technical operations, or service management

• Proven experience in leading remote or distributed technical teams; experience with Managed Service Providers (MSP) is highly desirable

• Demonstrated capability to define and utilize operational metrics, scorecards, KPIs, or service management reporting

• Strong knowledge of queue management, workload balancing, utilization, SLAs, ticket aging, and escalation management

• Solid technical troubleshooting background with sufficient depth to assess investigation quality and mentor Tier Two staff

• Familiarity with ITSM platforms and incident/problem management processes

• Excellent communication, coaching, and performance management skills

• Good judgment in balancing customer impact, technical complexity, staffing, and escalation decisions

• Knowledge of Windows Server, Active Directory, Group Policy, Microsoft 365, Microsoft Entra ID, TCP/IP, DNS, DHCP, VLANs, VDI/virtualization, RMM, endpoint management, security, backup, MFA, Cisco, Sophos, and SonicWall platforms

• ITIL certification or equivalent practical experience is preferred

• Experience in developing service desk scorecards or KPI frameworks is preferred

• Background in workforce utilization/capacity reporting is preferred

• Experience in guiding support staff towards advanced technical or Engineering roles is preferred

• Familiarity with compliance environments such as SOC 2, ISO 27001, PCI, CMMC, or similar is preferred

🏝️ Benefits

• Competitive salary and performance-based bonuses

• Comprehensive health, dental, and vision insurance

• Opportunities for professional development and career advancement

• Flexible work hours and remote work options

• Generous paid time off and holiday leave