服务台经理 - 二级
Service Desk Manager - Tier II
IronOrbit正在寻找一位二级服务台经理，带领我们的二级专家团队在7x24小时的托管服务环境中工作。这个职位适合一位技术支援领导者，喜欢打造高绩效团队，为服务运营带来结构和可见性，并帮助有才华的人成长。您将结合实际的技术判断与运营管理：管理工作量，提高升级质量，制定有意义的绩效指标，并营造一种责任、好奇心和协作的文化。我们的支持模式是前线分析师、二级专家和三级工程师。您将负责确保二级专家承担与其级别相符的工作，在需要工程团队时能智能升级，并持续提升解决更复杂问题的能力。
这是一份全职远程职位，工作时间是周一至周五，工作时间为：
上午7:00 – 下午4:00 太平洋时间 或 上午8:00 – 下午5:00 太平洋时间。
主要职责
您将负责以下事项
- 领导、指导并发展一个地理分布的二级专家团队。
- 定义、跟踪并发布运营指标，使工作量、利用率、积压、SLA表现、工单流程和升级质量对团队和管理层可见。
- 利用数据识别工作量不平衡、容量、性能差距和改进机会。
- 积极管理工单分配和队列参与，确保工作公平分配，及时处理客户优先级。
- 确保专项工作有明确的范围、交付成果和责任，同时保持适当的支持覆盖。
- 通过指导专家调查不熟悉的问题而不是过早升级，提高二级专家的技术自主性。
- 建立并强化分析师、专家和工程师之间的清晰升级标准。
- 监督复杂事件和问题管理活动，包括重复性问题分析和根本原因跟进。
- 与工程团队、前线领导、客户成功团队和其他运营团队合作，提高服务质量和跨团队交接。
- 建立一个支持性的团队文化，认可优秀表现，明确期望，并将技术学习融入工作中。
值班领导
IronOrbit提供7x24小时技术支持。周一至周五，太平洋时间下午3点后，该职位将承担管理职责
查看英文原文
IronOrbit is seeking a Tier II Service Desk Manager to lead our team of Tier Two Specialists in a 24/7 Managed Services environment.This role is ideal for a technical support leader who enjoys building high-performing teams, bringing structure and visibility to service operations, and helping talented people grow. You will combine hands-on technical judgment with operational leadership: managing workload, improving escalation quality, developing meaningful performance metrics, and creating a culture of accountability, curiosity, and collaboration.Our support model is Front Line Analysts, Tier Two Specialists, and Tier Three Engineers. You will be responsible for making sure Tier Two owns the work appropriate to its level, escalates intelligently when Engineering is needed, and continuously builds the capability to solve more complex problems.
This is a full-time, remote position working Monday through Friday, and working hours are:
7:00AM –4:00PM Pacific Time or 8:00AM –5:00PM Pacific Time.
Key Responsibilities
What You Will Own
- Lead, coach, and develop a geographically distributed Tier Two Specialist team.
- Define, track, and publish operational metrics that make workload, utilization, backlog, SLA performance, ticket flow, and escalation quality visible to the team and leadership.
- Use data to identify workload imbalances, capacity, performance gaps, and opportunities for improvement.
- Actively manage ticket assignment and queue participation so work is distributed fairly and customer priorities are addressed promptly.
- Ensure special-project work has clear scope, deliverables, and accountability while maintaining appropriate support coverage.
- Improve Tier Two technical ownership by coaching Specialists to investigate unfamiliar problems rather than escalating prematurely.
- Establish and reinforce clear escalation standards between Analysts, Specialists, and Engineers.
- Oversee complex incidents and problem-management activity, including recurring-issue analysis and root-cause follow-through.
- Partner with Engineering, Front Line leadership, Customer Success, and other operational teams to improve service quality and cross-team handoffs.
- Build a supportive team culture where strong performance is recognized, expectations are clear, and technical learning is part of the job.
After-Hours LeadershipIronOrbit provides 24/7 technical support. Monday through Friday, after approximately 3:00 PM Pacific Time, this role assumes management responsibility for triage and ticket assignment when Front Line management coverage ends.
- Review queue conditions and incoming support demand.
- Assign and rebalance work across available resources.
- Coordinate needed escalations across Analysts, Specialists, and Engineers.
- Provide leadership during high-impact or customer-facing incidents.
- Ensure clean handoffs and communication to daytime leadership.
Skills, Knowledge & Expertise
- 3+ years of leadership experience in IT support, service desk, technical operations, or service management.
- Experience leading remote or distributed technical teams; MSP experience is strongly preferred.
- Demonstrated ability to define and use operational metrics, scorecards, KPIs, or service-management reporting.
- Strong understanding of queue management, workload balancing, utilization, SLAs, ticket aging, and escalation management.
- Strong technical troubleshooting background with enough depth to evaluate investigation quality and coach Tier Two staff.
- Experience with ITSM platforms and incident/problem-management processes.
- Strong communication, coaching, and performance-management skills.
- Sound judgment when balancing customer impact, technical complexity, staffing, and escalation decisions.
Technical Background
You do not need to be the deepest expert in every platform, but you should be comfortable leading teams that support technologies such as:
- Windows Server, Active Directory, Group Policy, Microsoft 365, and Microsoft Entra ID.
- TCP/IP, DNS, DHCP, VLANs, and general network troubleshooting.
- VMware Horizon, Citrix, VMware, Hyper-V, and other VDI/virtualization platforms.
- RMM, endpoint-management, security, backup, and MFA technologies such as NinjaOne/Datto RMM, Intune, CrowdStrike, JAMF, Veeam, and Duo.
- Cisco, Sophos, SonicWall, or similar network and security platforms.
How We Define Success
Success in this role means building a Tier Two team where performance is visible, workloads are equitable, Specialists are engaged in the right work, escalations are thoughtful and technically useful, and people become more capable over time.
We are looking for a manager who can combine high standards with a supportive environment - someone who uses data to create clarity, coaches people to think more deeply, and helps the team take pride in owning difficult technical problems.
Preferred
· ITIL certification or equivalent practical experience.
- Experience developing service desk scorecards or KPI frameworks.
- Experience with workforce utilization/capacity reporting.
- Experience developing support staff toward advanced technical or Engineering roles.
- Familiarity with SOC 2, ISO 27001, PCI, CMMC, or similar compliance environments.
Originally posted on Himalayas