Service Desk Manager - Tier II

Role Overview

IronOrbit is seeking an Incident and Problem Manager for Managed Services customer support. You will lead and improve the incident/problem management function, ensuring rapid resolution, clear communication, and strong service continuity in coordination with internal leadership and customer success.

Responsibilities

• Lead and mentor a geographically distributed Incident/Problem Management team (remote leadership, accountability, quality, collaboration).
• Oversee the end-to-end incident lifecycle: monitor queues, triage, coordinate escalations, and resolve within SLAs.
• Run problem management: identify recurring issues, facilitate root cause analysis (RCA), and drive permanent remediation.
• Act as the senior escalation point for complex, client-impacting incidents during assigned shifts.
• Coordinate change requests and scheduled maintenance with after-hours teams to minimize disruption.
• Develop and publish metrics for incidents/problems; prepare shift reports and communicate critical updates to daytime leadership.
• Ensure seamless shift handoffs and knowledge transfer with global/after-hours teams.
• Drive continuous improvement across processes, documentation, and customer satisfaction.

Requirements

• 3+ years in an IT support or service management leadership role (MSP experience highly preferred).
• Proven success leading remote/distributed teams (goals, feedback, engagement, virtual collaboration).
• Strong technical background in:
  • Windows Server (2016/2019/2022)
  • Networking (Cisco, Sophos, SonicWall)
  • Cloud identity/workspace (Microsoft 365, Google Workspace, Azure AD)
  • Remote troubleshooting
• Experience with ITSM tools and incident/problem management processes.
• Endpoint/device management experience with tools such as Microsoft Intune, Datto RMM, CrowdStrike Falcon, Jamf Pro, Apple Business Manager.
• Familiarity with virtualization/VDI (VMware Horizon, Citrix, Hyper-V).
• Strong written and verbal communication skills.
• Ability to coordinate with after-hours/overnight teams.

Preferred

• ITIL certification or equivalent process knowledge.
• Experience managing cross-time-zone teams and virtual collaboration.
• Knowledge of MSP performance metrics, SLA reporting, and continual service improvement.
• Compliance familiarity: ISO 27001, PCI, SOC 2.
• Backup/recovery (Veeam), MFA (Duo, Microsoft), and security monitoring (NIDS, DLP).