We are looking for an MSP Service Desk Manager is responsible for leading the service desk team, overseeing day‑to‑day support operations, and ensuring consistent, high‑quality service delivery to all managed services clients. They own the service desk processes, metrics, and escalation paths to maintain SLA compliance and an excellent end‑user experience. Key Responsibilities - Lead, coach, and develop a team of Level 1–3 service desk technicians, including hiring, training, scheduling, performance management, and mentoring. - Oversee daily service desk operations, including ticket intake, assignment, prioritization, escalation, and resolution across all client environments. - Maintain and improve SLA compliance by monitoring queues, workloads, and response/resolution times, and by implementing corrective actions when needed. - Design, implement, and continuously refine service desk processes, including incident, request, problem, and change handling aligned with ITIL/ITSM best practices. - Act as the primary escalation point for complex or high‑impact incidents, including security events and major outages, coordinating internal and vendor resources to restore service quickly. - Manage customer communications for critical incidents and dissatisfied clients; handle complaints, reset expectations, and drive long‑term customer satisfaction. - Develop, maintain, and enforce documentation for standard operating procedures, knowledge base articles, and onboarding/offboarding processes for both staff and clients. - Monitor and analyze service desk metrics and trends (ticket volume, categories, aging, first contact resolution, CSAT, etc.) and provide regular reports to leadership with recommendations for improvement. - Coordinate closely with project, NOC, security, and account management teams to ensure smooth handoffs, effective change/release activities, and alignment with client roadmaps and agreements. - Ensure effective use, configuration, and governance of RMM, PSA, and related ITSM tools used for ticketing, monitoring, documentation, and reporting. - Drive a culture of continuous improvement, standardization, and automation to increase efficiency and reduce recurring incidents. Qualifications - 3–5+ years of experience in an MSP or similar managed services environment, including prior hands‑on service desk/support experience. - 2+ years in a leadership or supervisory role managing a technical support/service desk team. - Strong understanding of ITSM/ITIL processes (incident, problem, change, request); ITIL certification is preferred. - Broad technical knowledge of Windows Server/AD, Microsoft 365, networking fundamentals, endpoint management, backup/DR, and common MSP toolsets (RMM/PSA). - Proven ability to manage SLAs, handle escalations, and communicate clearly with both technical and non‑technical stakeholders, including executives and end users. - Strong analytical, organizational, and leadership skills, with demonstrated success using metrics and feedback to improve operations. Core Competencies - People leadership and coaching - Customer service and conflict resolution - Process design and continuous improvement - Incident and major incident management - Time management and prioritization in a high‑volume MSP environment

Join Vonage and help us innovate cloud communications for businesses worldwide! Vonage Customer Care Mission We help our customers create innovative and delightful customer experiences using our programmable communication building blocks. Through a choice of support offerings, we provide top-tier support for developers and enterprises. Our global technical team, skilled in development, communications technology and troubleshooting, help our customers rapidly resolve any issues, publish online knowledge articles, and communicate proactively for any incidents that occur. Why this role matters As a member of the Partner Support team, the Partner Support Technician is responsible for working with partners, sub-agents, and child accounts to configure client computer networks and all assist with any technical requirements. Establishing a relationship, you will work with these partners for the life of their partnership with Vonage. The agent’s ability to form a trusted bond, listen attentively and respond to inquiries will make them the critical touchpoint between Vonage Business and our valued partners. This position is also responsible for answering various Pre-Sales technical questions and assisting the Partner Support Team with cases and reach outs. The role also includes helping to work with VIP clients, retaining customers, and taking ownership of various projects the company needs to complete. IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW……. What you will do - Supporting Existing Customers - Review and catalog the network(s) for clients and confirm they are VoIP equipped - Ensure phone and feature setups are working properly - Provide recommendations on future enhancements - VIP Customer Escalations - Assist the Retention Team in resolving escalated customer problems - Provide high-level support as a contributor to Partner Support - Ability to balance inbound calls and emails, as well as assisting the Partner Support Team in a scheduled environment - Handle escalated issues sent to you by management and executive leadership - Provide customer-focused support using clear and descriptive methods - Manage and complete projects on time - Work within multiple scheduling and ticketing programs - Coordinate with various departments to provide internal education and assistance - Advise customer on network topology and configuration - Determine the source of customer issues (hardware, software, user access, other) - Document resolutions for future reference What you will bring - Strong Customer service skills, including being an active listener with the ability to de-escalate quickly - Superior technical troubleshooting and analytical skills - Advanced written and oral communication skills, with extreme attention to detail - Ability to quickly establish and maintain excellent rapport with customers - Proven communication skills required to create, maintain and enhance customer relationships and experiences - Outstanding technical competence (Software, Hardware, Networks) - Ability to multi-task and learn quickly in a challenging environment - Advanced judgment, negotiation, and problem-solving skills - Exceptional ability to adjust to the technical level of the customer when communicating technical information - Advanced experience positioning sensitive and confidential subjects - Ability to work independently, with limited supervision, yet work well within a team - Ability to work quickly and efficiently under deadline pressure - Outstanding follow through and organizational ability What is required for application - Two years of technical support experience preferred - A+, Networking + , MCSA, CCNP or other certifications preferred What is in it for you In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement. Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location. US Pay Transparency $42,436—$53,045 USD There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you. To learn how we process your personal data during the recruitment process, please refer to our Privacy Notice. Who we are: Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today. Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

• Resolve technical issues across infrastructure, deployments, databases, caching, and web performance • Manage support tickets via Zendesk, with occasional live chat or voice support where needed • Contribute to platform reliability by monitoring alert queues and participating in on-call rotation during working hours • Collaborate with Product and Engineering to escalate bugs, report edge cases, and improve internal tooling • Improve documentation and knowledge sharing across global support teams • Troubleshoot issues related to DNS, CDN, SSL/TLS, and web infrastructure at scale • Identify recurring problems and suggest improvements to systems, workflows, and documentation

• Define and Evolve Support: Partner with leadership and cross-functional teams to design support operations that anticipate customer needs and continually raise the bar for service. • Client Onboarding Collaboration: Work closely with Solutions Engineers to architect onboarding experiences for high-profile enterprise clients, combining technical know-how with a deep understanding of user journeys. • Proactive Support: Monitor platform activity and collaborate with developers, infrastructure, and product to spot and solve pain points before they impact clients. • Strategic Partnership: Build relationships with big-name institutions, acting as both a technical expert and advocate for client success throughout their lifecycle at Paxos. • Continuous Innovation: Document breakthroughs, codify new best practices, and lead post-incident reviews that shape how support scales for rapid growth. • Industry Leadership: Stay plugged into fintech, cloud, blockchain, and SaaS trends.