Service Desk Manager - Tier II

Service Desk Manager - Tier II

Department: Managed Services

Employment Type: Full Time

Location: IronOrbit - Remote

Compensation: $93,600 - $108,160 / year

Description

IronOrbit is seeking a Tier II Service Desk Manager to lead our Tier II support team as part of our Managed Services organization. This role combines hands on technical leadership, team management, and ITIL based incident and problem management to ensure timely issue resolution, strong service continuity, and an exceptional customer experience.

The Tier II Service Desk Manager will be responsible for the day to day leadership and performance of the Tier II team, ensuring escalated technical issues are resolved effectively and service expectations are consistently met. This individual will serve as a technical subject matter expert and escalation resource for the team, bringing strong hands on experience across Active Directory, server environments, desktops, and related infrastructure technologies.

In addition to leading Tier II operations, this role will have a strong focus on incident and problem management. The Manager will use service desk data, ticket trends, and recurring incidents to identify broader problems within customer environments and drive those issues toward permanent resolution. This includes coordinating root cause analysis, identifying opportunities for proactive remediation, and ensuring recurring issues are addressed rather than repeatedly resolved at the incident level.

The Tier II Service Desk Manager will work closely with Senior Service Managers, Customer Success Managers, and other technical teams to manage escalations, address service impacts, and maintain clear ownership and communication throughout the resolution process. This individual will also play an important role in continually improving support processes, service quality, and overall operational performance.

Key Responsibilities

• Lead, mentor, and inspire a geographically distributed Tier II and Incident and Problem Management-focused team, fostering accountability, quality, and a positive, collaborative environment.
• Demonstrate strong leadership in remote team settings: set clear expectations, facilitate regular virtual check-ins, and promote knowledge sharing across locations and time zones.
• Oversee the end-to-end incident lifecycle: monitor ticket queues, triage incidents, coordinate escalations, and ensure timely resolution in line with SLAs.
• Manage the problem management process: identify recurring issues, facilitate root cause analysis, and drive implementation of permanent solutions.
• Serve as the senior escalation point for complex technical and client-impacting incidents during assigned shifts.
• Coordinate change requests and scheduled maintenance activities with after-hours teams to minimize client disruption.
• Develop, track, analyze and publish incident and problem metrics, prepare shift reports, and communicate critical updates to daytime leadership and the Senior Service Manager.
• Collaborate with other managers and after-hours teams to ensure seamless handoffs and knowledge transfer between shifts and global teams.
• Champion continuous improvement in incident and problem management processes, documentation, and client satisfaction.

Skills, Knowledge & Expertise

• 3+ years in an IT support or service management leadership role (MSP experience highly preferred).
• Demonstrated success leading remote and distributed teams, including setting goals, providing feedback, and driving engagement in virtual environments.
• Strong technical background in Windows Server (2016/2019/2022), networking (Cisco, Sophos, SonicWall), cloud platforms (Microsoft 365, Google Workspace, Azure AD), and remote troubleshooting.
• Proven ability to lead distributed/remote teams effectively.
• Excellent written and verbal communication skills, with an emphasis on clarity and inclusivity in virtual settings.
• Experience with ITSM tools and incident/problem management processes.
• Experience with endpoint and device management tools (Microsoft Intune, Datto RMM, CrowdStrike Falcon, JAMF Pro, Apple Business Manager).
• Familiarity with virtualization and VDI platforms (VMware Horizon, Citrix, Hyper-V).
• Ability to coordinate effectively with after-hours and overnight teams.

Preferred:

• ITIL certification or equivalent process knowledge.
• Experience managing cross-time-zone teams and facilitating virtual collaboration.
• Familiarity with MSP performance metrics, SLA reporting, and continual service improvement.
• Knowledge of compliance frameworks (ISO 27001, PCI, SOC2).
• Experience with backup/recovery (Veeam), MFA (Duo, Microsoft), and security monitoring (NIDS, DLP).