Position Details
About this role
This role manages the Tier 1/2 service desk operations supporting multiple clients remotely. The technician will lead support efforts, ensure SLA adherence, and handle escalations in an MSP environment.
Key Responsibilities
- Lead support team
- Manage SLA compliance
- Troubleshoot technical issues
- Coordinate incident response
- Support client onboarding
Technical Overview
Support in ITIL framework, use of ServiceNow and Atera platforms, incident and ticket management, remote troubleshooting, client communication.
Ideal Candidate
The ideal candidate is a mid-level IT support professional with 3+ years experience in help desk operations, familiar with ServiceNow and ITIL processes. They should possess strong troubleshooting, customer service, and team leadership skills, capable of managing support tickets and escalations remotely.
Must-Have Skills
Nice-to-Have Skills
Tools & Platforms
Required Skills
Hard Skills
Soft Skills
Certifications
Required
Industry & Role
Keywords for Your Resume
Deal Breakers
Lack of experience in MSP environment, No knowledge of ServiceNow or ITIL, Inability to support remote troubleshooting
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