MSP Service Desk Manager at Red Cup IT, 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 day‑to‑day support operations, and ensuring consistent, high‑quality 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 end‑user experience.

Key Responsibilities

• reputed company, coach, and reputed company reputed company of Level 1–3 service desk technicians, including hiring, training, scheduling, performance management, and mentoring.
• reputed company daily service desk operations, including ticket intake, assignment, prioritization, escalation, and resolution across reputed company client environments.
• Maintain and improve SLA compliance by monitoring queues, workloads, and response/resolution 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.
• Act as the primary escalation reputed company for reputed company or high‑impact 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 drive long‑term customer satisfaction.
• reputed company, maintain, and enforce documentation for standard 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 resolution, 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 client roadmaps and agreements.
• Ensure effective use, configuration, and governance of RMM, PSA, and reputed company ITSM tools used for ticketing, monitoring, documentation, and reporting.
• Drive a culture of reputed company improvement, standardization, and automation to increase efficiency and reduce recurring incidents.

Qualifications

• 3–5+ years of experience in an MSP or similar managed services environment, including prior hands‑on 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 non‑technical stakeholders, including executives and end users.
• Strong analytical, organizational, and leadership skills, with demonstrated reputed company using metrics and feedback to improve operations.

Core Competencies

• People leadership and coaching
• Customer service and conflict resolution
• Process design and reputed company improvement
• Incident and major incident management
• Time management and prioritization in a high‑volume MSP environment

This offer from "Red Cup IT" has been enriched by reputed company.com and got a 75% reputed company score. Apply tot his job Apply To this Job