Remote Service Desk Leader | SLA, KPIs & Team Growth

Socket.dev; Center Square (PA); On-site; USD 90,000 - 130,000; Full time

Job summary

Socket.dev is seeking a Service Desk Manager to lead performance, strategy, and the growth of the Service Desk, focusing on client experience and the success of the team. This role drives the development of processes, tooling, reporting, and metrics to meet service level agreements and KPIs.

You will build a proactive support culture, develop Team Leads and technicians, ensure coverage, and own hiring, onboarding, and performance reviews while coordinating with cross-functional IT teams to

Qualifications

• 5+ years in IT support
• 2+ years in a Manager role
• Experience with MSP or multi-client support
• Strong understanding of SLAs and KPIs
• Excellent written and verbal communication
• Proven track record of team development
• Experience with process improvement initiatives
• Strong analytical and reporting skills
• Ability to manage remote/global teams

Responsibilities

• Manage daily service desk operations, ensuring tickets are assigned, prioritized, and resolved on time
• Review and follow up on high-priority tickets to ensure resolution and client communication
• Own client escalations directly through to closure, with cause and resolution recorded
• Oversee staffing schedules, approve time off, and adjust coverage to maintain SLA compliance
• Conduct daily and weekly check-ins with Team Leads and technicians on workload and performance
• Audit tickets and interactions for quality, documentation, and process adherence
• Provide hands-on coaching, feedback, and support to service desk staff as needed
• Track and report KPIs including volume, resolution time, first-call resolution, and satisfaction

Skills

IT support

Team management

SLA management

KPI tracking

PSA tools Autotask

PSA tools ConnectWise

RMM NinjaOne

RMM N-central

ITIL Foundation

Communication skills

Process improvement

Analytics & reporting

Escalation handling

Windows & M365 basics

Remote/global teams

Education

Associate or Bachelor's degree in IT/CS

ITIL/CompTIA certs helpful

Tools

Autotask

ConnectWise

NinjaOne

N-central

Job description

Socket.dev is seeking a Service Desk Manager to lead performance, strategy, and the growth of the Service Desk, focusing on client experience and the success of the team. This role drives the development of processes, tooling, reporting, and metrics to meet service level agreements and KPIs.

You will build a proactive support culture, develop Team Leads and technicians, ensure coverage, and own hiring, onboarding, and performance reviews while coordinating with cross-functional IT teams to