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Lunavi logo
Lunavi

Lunavi helps companies like yours achieve business success through technology. Together we can navigate what's next.

Service Desk Manager

ManagerManagerFull TimeRemoteSeniorTeam 51-200Since 2007H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

64 days ago

Salary

0

Seniority

Senior

Bachelor Degree3 yrs expEnglishCloud

Job Description

Service Desk Manager

Lunavi

• 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

Job 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

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