Service Desk Manager
Lunavi
full-time
Posted on:
Location Type: Remote
Location: United States
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Tech Stack
About the role
- Responsible for the operational performance of the 24x7 Service Desk
- Ensure efficient ticket intake, triage, routing, and resolution of Tier I and defined Tier II support
- Partner with Managed Services Engineering (MSE), Critical Infrastructure Operations (CI-Ops), and Lunavi Cloud Platform (LCP) teams for escalation and resolution
- Provide daily leadership and direction for the Service Desk operations
- Manage staffing, scheduling, and workload distribution across all shifts
- Own overall queue health, including unassigned tickets and ticket backlog
- Develop and maintain runbooks, workflows, and documentation
Requirements
- 3–7 years of experience in Service Desk, NOC, or IT support operations
- 2+ years of leadership or team management experience
- Experience managing 24x7 support environments
- Strong understanding of ticket-based support operations and SLA management
- Experience with ticketing systems (Autotask preferred)
- Familiarity with ITIL or service management frameworks
Benefits
- Professional development
- Equipment allowances
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ticket-based support operationsSLA management24x7 support environmentsrunbooksworkflowsdocumentation
Soft Skills
leadershipteam managementdirectionstaffingschedulingworkload distribution
Certifications
ITIL