MSP Service Desk Manager

Emploi pas sur LinkedIn

🕒 il y a 2 mois

🏄 California – Distant

🏄 California – Remote

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

👔 Manager

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Red Cup IT

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2009

🔒 Cybersecurity

☁️ SaaS

Cybersecurity • SaaS • Managed Services

Red Cup IT est un fournisseur de services managés (MSP) spécialisé dans la cybersécurité, la conformité et les services de CIO virtuel pour les entreprises de taille moyenne et les grandes entreprises. La société s'engage à fournir des solutions de cybersécurité avancées, un support des opérations informatiques et à gérer des projets complexes tout en assurant une relation de coopération avec les équipes informatiques internes des clients. Avec une attention particulière portée à la sécurité, Red Cup IT propose des services englobant l'augmentation des compétences informatiques, la livraison de projets et la gestion du cloud, tous adaptés pour offrir des environnements informatiques efficaces et sécurisés à ses clients.

Description

• 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 incident, request, problem, and change 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; handle 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 change/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.

🎯 Exigences

• 3–5+ years of experience in an MSP or similar managed services environment • 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 Windows Server/AD, Microsoft 365, networking fundamentals, endpoint management, backup/DR, and common MSP toolsets (RMM/PSA) • Proven ability to manage SLAs, handle 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.

🏖️ Avantages

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development