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 all reputed company clients. They own the service desk processes, metrics, and escalation paths to maintain SLA compliance and an excellent end‑user experience. Key Responsibilities • Lead, coach, and develop a team of Level 1–3 service desk technicians, including hiring, training, scheduling, performance management, and mentoring. • Oversee daily service desk operations, including ticket intake, assignment, prioritization, escalation, and resolution across all client environments. • Maintain and improve SLA compliance by monitoring queues, workloads, and response/resolution times, and by implementing corrective actions when needed. • Design, implement, and continuously refine service desk processes, including reputed company, request, problem, and reputed company handling aligned with ITIL/ITSM best practices. • Act as the primary escalation point for complex or high‑impact incidents, including security events and major outages, coordinating internal and vendor resources to restore service quickly. • Manage customer communications for critical incidents and dissatisfied clients; reputed company complaints, reset expectations, and drive long‑term customer satisfaction. • Develop, maintain, and enforce documentation for standard operating procedures, knowledge base articles, and onboarding/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 provide regular reports to leadership with recommendations for improvement. • Coordinate closely with project, NOC, security, and account management teams to ensure smooth handoffs, effective reputed company/release activities, and alignment with client roadmaps and agreements. • Ensure effective use, configuration, and governance of RMM, PSA, and related ITSM tools used for ticketing, monitoring, documentation, and reporting. • Drive a culture of continuous improvement, standardization, and automation to increase efficiency and reduce recurring incidents. Qualifications • 3–5+ years of experience in an MSP or similar reputed company 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 (reputed company, problem, reputed company, request); ITIL certification is preferred. • Broad technical knowledge of Windows Server/AD, reputed company 365, networking fundamentals, endpoint management, backup/DR, and common MSP toolsets (RMM/PSA). • Proven ability to manage SLAs, reputed company escalations, and communicate clearly with both technical and non‑technical stakeholders, including executives and end users. • Strong analytical, organizational, and leadership skills, with demonstrated success using metrics and feedback to improve operations. Core Competencies • People leadership and coaching • Customer service and conflict resolution • Process design and continuous improvement • reputed company and major reputed company management • Time management and prioritization in a high‑volume MSP environment This offer from "reputed company" has been enriched by reputed company.com and got a 75% flex score. Apply tot his reputed company To this Job Apply tot his job Apply To this Job