It Support Desk MSP

Job Title:
Service Desk Manager / Service Desk Lead (MSP)

Location:
Remote (Philippines)

Work Schedule:
Monday through Friday
8:00 AM to 6:00 PM Pacific Standard Time (PST)

About the Role

We are a growing U.S.-based Managed Service Provider (MSP) looking for a Service Desk Manager to run day-to-day service desk operations. You will own ticket flow, technician coordination, customer communication, and service quality.

This is a customer-facing leadership role.
Fluent English and strong customer service skills are mandatory.

Top Priority

• Fluent spoken and written English
• Excellent customer service and communication
• MSP experience - 3 Years
• Ability to manage people and processes
• Reliability working full PST business hours

Core Responsibilities

• Manage service desk queue and ticket lifecycle
• Dispatch and assign tickets
• Enforce SLAs and escalation paths
• Perform ticket quality reviews
• Communicate with U.S. customers professionally
• Coordinate with internal engineers
• Document procedures and improve workflows
• Assist with onboarding and training technicians

Required MSP Tools Experience

Candidate must be familiar with most of the following:

PSA / Ticketing / RMM
• ConnectWise Manage
• ConnectWise Automate or RMM
• Autotask PSA

Security Stack
• SentinelOne EDR
• Barracuda XDR
• Barracuda Email Protection

Microsoft Stack
• Microsoft 365 Admin Center
• Exchange Online
• SharePoint Online
• OneDrive
• Microsoft Entra ID (Azure AD)
• Intune / Endpoint Manager

Networking / Monitoring
• Auvik
• Firewalls (Fortinet, Ubiquiti, or similar)
• VPN and ZTNA concepts

Backup / DR
• Datto or similar BCDR platforms

Migration / Tools
• BitTitan

Technical Skills

• Windows 10/11 troubleshooting
• Basic Windows Server concepts
• Active Directory fundamentals
• DNS / DHCP fundamentals
• MFA, conditional access concepts
• Remote support tools

Soft Skills

• Strong written documentation
• Calm under pressure
• Organized
• Leadership mindset
• Customer-first mentality

Nice to Have

• Prior MSP Service Desk Lead or Manager experience
• ITIL familiarity
• Experience managing offshore technicians
• Experience supporting U.S.-based clients

Compensation

Competitive based on experience.