Tier 3 Service Desk Professional

Virtual Technologies Group; Maumee (OH); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA

FSA

Life insurance

Disability

401(k) with match

Job summary

Virtual Technologies Group in Maumee, OH is seeking a Tier 3 Service Desk Professional for a hybrid, full-time role. You will oversee day-to-day service desk operations, incident management, and escalations to ensure timely resolutions.

Responsibilities include monitoring ticket queues, enforcing SLA targets, coordinating with Tier 2/3 engineers and vendors, managing scheduling and workload, and leading performance reviews and incident debriefs to drive continuous service improvements.

Qualifications

• Experience with incident management and service desk operations.
• Strong ability to monitor queues and manage priorities.
• Familiarity with SLA targets and escalation processes.

Responsibilities

• Monitor and manage ticket queues to ensure timely resolution.
• Handle escalated technical issues and customer complaints.
• Enforce SLA targets and drive compliance.
• Coordinate with Tier 2/3 engineers and vendors for escalated issues.
• Manage scheduling, shift coverage, and technician workload.
• Track and improve metrics like FRT, MTTR, Escalation Rate, etc.
• Lead operational sync meetings.
• Provide performance coaching and incident reviews for techs.
• Act as Tier 1/2/3 Support and directly troubleshoot and support customer calls as needed.

Job description

Job Title: Tier 3 Service Desk Professional
Company: Virtual Technologies Group (VTG)
Location: Maumee, OH (Hybrid)
Reports To: Service Desk Manager
Position Type: Full-Time
Employee Type: FTE

Company Overview

Virtual Technologies Group, LLC is a leading innovator in the technology sector, specializing in the development and implementation of advanced virtual solutions. Our mission is to empower businesses with cutting‑edge technology that enhances efficiency, productivity, and connectivity. With a team of highly skilled professionals, we deliver customized solutions tailored to meet the unique needs of our clients across various industries. Our commitment to excellence, innovation, and customer satisfaction drives us to continuously push the boundaries of what is possible. At Virtual Technologies Group, LLC, we are dedicated to shaping the future of technology and making a positive impact on the world. The Tier 3 Service Desk Professionaloversees the day-to-day execution of the service desk, ensuring tickets are resolved efficiently and escalations are managed appropriately. This role is focused on incident management, SLA compliance, and team performance.

Core Responsibilities

• Monitor and manage ticket queues to ensure timely resolution.
• Handle escalated technical issues and customer complaints.
• Enforce SLA targets and drive compliance.
• Coordinate with Tier 2/3 engineers and vendors for escalated issues.
• Manage scheduling, shift coverage, and technician workload.
• Track and improve metrics like FRT, MTTR, Escalation Rate, etc.
• Lead operational sync meetings.
• Provide performance coaching and incident reviews for techs.
• Act as Tier 1/2/3 Support and directly troubleshoot and support customer calls as needed.

Key KPIs Owned

• SLA Compliance
• First Response Time (FRT)
• Escalation Rate
• Mean Time to Resolution (MTTR)
• Ticket Backlog

Supervisors collaborate on

• Bi-weekly service review reports
• Escalation protocols and service improvements
• Hiring and performance reviews
• Team meetings and morale initiatives
• PSA/RMM improvements and workflows

Why Join Us?

At Virtual Technologies Group we provide more than just IT solutions—we offer a dynamic environment where you can learn, grow, and expand your skillset. As a leading managed services, cybersecurity, and IT consulting firm, we support a diverse range of customers, giving you the opportunity to tackle unique challenges and stay ahead in a rapidly evolving industry.

Join a team that values innovation, collaboration, and professional development. Whether you’re looking to sharpen your technical expertise, work with cutting‑edge technology, or make a real impact, we’re committed to helping you build a rewarding career.

Benefits Overview

VTG offers a comprehensive benefits package to meet the needs of our employees and their families.

• medical insurance plans
• dental insurance
• vision insurance
• health savings accounts (HSA)
• flexible spending accounts (FSA)
• life insurance
• short and long‑term disability insurance
• paid time off and holidays
• and a 401(k) with employer match.

EEO Statement

VTG is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.

We believe that diversity strengthens our team and drives innovation. All employment decisions are based on qualifications, merit, and business needs. If you require reasonable accommodation during the application or interview process, please contact [e-mail].