Senior Manager, Remote MSP Service Desk

DAS Health; United States; À distance; USD 130 000 - 170 000; Plein temps

Avantages offerts par ce poste

Remote work opportunity

Unlimited Flexible PTO

Medical, Dental, and Vision Insurance

401(k) with Company Match

Company-Paid Life Insurance

Company-Paid Disability Insurance

Employee Assistance Program (EAP)

Professional Development Opportunities

Career Growth Opportunities

Résumé du poste

DAS Health is seeking a Senior Manager of MSP Service Desk to lead a fully remote, high-volume technical support team. You will manage service delivery, staffing, performance, and process improvements while developing onshore and offshore staff and serving as a senior escalation resource.

You will partner with clients, Account Managers, and technical teams to enhance client satisfaction, support account health, and scale the service desk effectively in a fast-paced environment.

Qualifications

• Bachelor’s degree in computer science, information technology, related field, or equivalent experience.
• 7+ years in service desk or managed services with people leadership.
• Experience leading technical support operations, escalations, and performance improvement.
• Experience managing remote employees and distributed teams.
• Knowledge of ticket lifecycle, workforce planning, service metrics, QA, and process documentation.
• Ability to analyze operational data and translate findings into action plans.
• Familiarity with case/ticket management systems, CRM platforms, and Microsoft products (Teams).
• Excellent written, verbal, interpersonal, and client engagement skills.

Responsabilités

• Lead day-to-day and strategic Service Desk operations, including staffing, scheduling, workload distribution, and service delivery.
• Coach and develop remote team leads and technicians across onshore and offshore teams.
• Own performance against SLAs, quality standards, metrics, and client experience goals.
• Monitor queues, availability, boards, and open cases; adjust staffing to stay responsive.
• Serve as senior escalation point for complex issues; provide on-call support as needed.
• Establish and continuously improve Service Desk processes, QA, and operating standards.
• Analyze data to identify trends, capacity needs, and productivity improvements.
• Support workforce planning, hiring, onboarding, training, and employee relations with HR.
• Collaborate with Account Managers and stakeholders to meet client needs and drive improvements.
• Participate in client meetings and reviews, sharing performance insights and actions.

Connaissances

People leadership

Strategic thinking

Remote team leadership

Client-focused communication

Performance management

Process improvement

Strong written/verbal skills

Formation

Bachelor’s degree in CS/IT or related field

Outils

Ticketing systems

CRM platforms

Microsoft Teams

Description du poste

DAS Health is seeking a Senior Manager of MSP Service Desk to lead a fully remote, high-volume technical support team. You will manage service delivery, staffing, performance, and process improvements while developing onshore and offshore staff and serving as a senior escalation resource.

You will partner with clients, Account Managers, and technical teams to enhance client satisfaction, support account health, and scale the service desk effectively in a fast-paced environment.