Service Desk Manager - Tier II

IronOrbit is seeking an Incident and Problem Manager to be part of our Managed Services customer support team, ensuring rapid incident resolution, effective problem management, and clear communication with internal stakeholders and customers. This role is part of the overall Support Operations and the Manager will be responsible for ensuring exceptional service continuity and superior customer satidfaction, while driving continual improvement. The Incident and Problem Manager will coordinate very closely with Senior Service Manager and Customer Success Manager teams, managing escalations, resolving Problems, addressing service impacts and providing clear ownership of the Root Cause Analysis and proactive remediation across customer systems. Key Responsibilities Lead, mentor, and inspire a geographically distributed Incident and Problem Management team, fostering accountability, quality, and a positive, collaborative environment. Demonstrate strong leadership in remote team settings: set clear expectations, facilitate regular virtual check-ins, and promote knowledge sharing across locations and time zones. Oversee the end-to-end incident lifecycle: monitor ticket queues, triage incidents, coordinate escalations, and ensure timely resolution in line with SLAs. Manage the problem management process: identify recurring issues, facilitate root cause analysis, and drive implementation of permanent solutions. Serve as the senior escalation point for complex technical and client-impacting incidents during assigned shifts. Coordinate change requests and scheduled maintenance activities with after-hours teams to minimize client disruption. Develop, track, analyze and publish incident and problem metrics, prepare shift reports, and communicate critical updates to daytime leadership and the Senior Service Manager. Collaborate with other managers and after-hours teams to ensure seamless handoffs and knowledge transfer between shifts and global teams. Champion continuous improvement in incident and problem management processes, documentation, and client satisfaction. Skills, Knowledge & Expertise 3+ years in an IT support or service management leadership role (MSP experience highly preferred). Demonstrated success leading remote and distributed teams, including setting goals, providing feedback, and driving engagement in virtual environments. Strong technical background in Windows Server (2016/2019/2022), networking (Cisco, Sophos, SonicWall), cloud platforms (Microsoft 365, Google Workspace, Azure AD), and remote troubleshooting. Proven ability to lead distributed/remote teams effectively. Excellent written and verbal communication skills, with an emphasis on clarity and inclusivity in virtual settings. Experience with ITSM tools and incident/problem management processes. Experience with endpoint and device management tools (Microsoft Intune, Datto RMM, CrowdStrike Falcon, JAMF Pro, Apple Business Manager). Familiarity with virtualization and VDI platforms (VMware Horizon, Citrix, Hyper-V). Ability to coordinate effectively with after-hours and overnight teams. Preferred: ITIL certification or equivalent process knowledge. Experience managing cross-time-zone teams and facilitating virtual collaboration. Familiarity with MSP performance metrics, SLA reporting, and continual service improvement. Knowledge of compliance frameworks (ISO 27001, PCI, SOC2). Experience with backup/recovery (Veeam), MFA (Duo, Microsoft), and security monitoring (NIDS, DLP).