Job Description

We're looking for a Service Desk Manager who brings a passion for people, a love of problem-solving, and a talent for leading high-performing teams. In this role, you'll guide a skilled support team to deliver fast, friendly, and reliable service that builds client confidence and satisfaction. You'll shape support strategies, coach the team on best practices, and serve as the escalation point for complex issues. This role goes beyond managing tickets, it's about creating a seamless, positive client experience. If you're ready to lead with empathy, think strategically, and make a real impact every day, we'd love to hear from you.

Our Purpose:

To do right by our team, our clients and our company.

Please Note:

This is a fully remote role (Business Hours are in EST)

We want to hire you if:

5 + years of experience in network and / or IT systems involving troubleshooting Experience managing a team (ideally 3-5 people), providing coaching, performance management, and fostering growth Hands-on experience in a Service Desk role that involved actively interacting with clients, resolving issues, and managing expectations Familiarity with technical environments, tools, and terminology such as PSA and RMM platforms and Microsoft-based environments You enjoy building relationships with clients and managing expectations directly You're not looking to sit above the work, you're comfortable rolling up your sleeves You're curious about AI and passionate about how technology improves service You understand that great service doesn't always fit neatly into a 9-5 schedule
Things you might have done last week if you worked here:

Ensured that all client escalations were dealt with in a timely and supportive manner Reinforced the importance of following our defined Service Desk processes, and identified areas that require improvement Spot a recurring issue and collaborated with Techification to reduce future ticket volume Wrapped up the week by reviewing team KPIs and recognizing small wins that made a big impact Use AI-powered tools to help the team triage tickets faster, spot trends in client issues, and reduce resolution time

Please Ensure all Resumes are Accompanied by a Survey Submission:

https://go.cultureindex.com/p/GmGKlyH0btnyFJ

Job Type: Full-time

Work Location: Remote