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Remote Service Desk Manager Jobs in Reseda, CA (NOW HIRING)

Red Cup IT Inc

MSP Service Desk Manager

Los Angeles, CA · On-site +1

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 ...

EK Associates

Be Seen First

Support Analyst (Tier 1 and Teir 2 Service Desk)

Los Angeles, CA · Remote

$55K - $65K/yr

Support Analyst (Tier 1 Service Desk - Remote) Overview E.K. Associates is seeking experienced ... Exposure to knowledge management tools and processes Work Environment * Primarily remote role

Red Cup IT Inc

MSP Service Desk & Support

Los Angeles, CA · On-site +1

$21.50 - $29/hr

We are looking for an MSP Service Desk & Support who is responsible for providing first- and second ... Manage user accounts, permissions, and security groups (Active Directory / Azure AD) * Provide ...

Red Cup IT, Inc.

MSP Service Desk & Support

Los Angeles, CA · On-site +1

$21.50 - $29/hr

We are looking for an MSP Service Desk & Support who is responsible for providing first- and second ... Manage user accounts, permissions, and security groups (Active Directory / Azure AD) * Provide ...

ATIA Ltd

Sales Manager - Part time

Los Angeles, CA · Remote

Document Management System (DMS), * 6. Service Desk Plus (SDP), * 7.Service Management Systems (SMS), * 8.Business Continuity Management Systems (BCMS), * 9.Information Security Management Systems ...

Gursey

IT Director

Los Angeles, CA · On-site +1

... remote employees. * Establish and monitor service desk standards, escalation procedures, and performance expectations. * Improve endpoint management, software deployment, patching, imaging, and ...

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Remote Service Desk Manager information

See Reseda, CA salary details

$39.2K

$101.6K

$168.7K

How much do remote service desk manager jobs pay per year?

As of Sep 3, 2026, the average yearly pay for remote service desk manager in Reseda, CA is $101,591.00, according to ZipRecruiter salary data. Most workers in this role earn between $76,300.00 and $120,900.00 per year, depending on experience, location, and employer.

What is a remote service desk manager?

A Remote Service Desk Manager oversees the operations of a service desk team that provides IT support to users, typically working from a remote location. They are responsible for managing staff, ensuring high-quality customer service, and maintaining efficient processes for handling technical issues and requests. This role involves monitoring performance metrics, implementing best practices, and coordinating with other IT departments to resolve complex problems. Remote Service Desk Managers also play a key role in training staff and improving service delivery through technology and workflow enhancements.

What are the key skills and qualifications needed to thrive as a remote service desk manager?

To thrive as a Remote Service Desk Manager, you need expertise in IT service management, troubleshooting, and team leadership, typically supported by a bachelor's degree in IT or related field and several years of relevant experience. Familiarity with ticketing systems (such as ServiceNow or Jira), remote support tools, and ITIL certification are commonly required. Strong communication, problem-solving abilities, and the capacity to motivate and coordinate remote teams are crucial soft skills. These competencies ensure efficient service delivery, high client satisfaction, and effective remote team operations in a dynamic IT environment.

What are the main challenges faced by a remote service desk manager, and how can they be addressed?

A Remote Service Desk Manager often faces challenges such as coordinating a dispersed team, maintaining effective communication, and ensuring consistent service quality across different time zones. To address these, it's important to leverage collaboration tools, establish clear protocols, and schedule regular check-ins to keep the team connected and aligned. Additionally, implementing standardized processes and performance metrics helps maintain accountability and ensures a high level of customer support regardless of team members' locations.

What is the difference between Remote Service Desk Manager vs Remote Help Desk Supervisor?

AspectRemote Service Desk ManagerRemote Help Desk Supervisor
ResponsibilitiesOversees service desk operations, manages team performance, implements policiesSupervises help desk staff, handles escalations, ensures customer satisfaction
Required CredentialsITIL certification, relevant IT experience, leadership skillsCustomer service experience, technical knowledge, team management skills
Work EnvironmentRemote or on-site, strategic planning focusPrimarily remote, operational support focus
Industry UsageIT service management, tech companies, large organizationsIT support, customer service departments, SMBs

The Remote Service Desk Manager typically handles strategic oversight and team management, requiring certifications like ITIL, while the Remote Help Desk Supervisor focuses on daily operational support and customer interactions. Both roles are vital in IT support but differ in scope and responsibilities.

What are popular job titles related to Remote Service Desk Manager jobs in Reseda, CA?

For Remote Service Desk Manager jobs in Reseda, CA, the most frequently searched job titles are:

What cities near Reseda, CA are hiring for Remote Service Desk Manager jobs?

Cities near Reseda, CA with the most Remote Service Desk Manager job openings:

Remote Service Desk Manager jobs near you

MSP Service Desk Manager (Remote)

Red Cup IT, Inc.

Los Angeles, CA • Remote

Full-time

Re-posted 22 days ago

Job description

We are looking for an MSP Service Desk Manager is responsible for leading the service desk team, overseeing daytoday support operations, and ensuring consistent, highquality service delivery to all managed services clients. They own the service desk processes, metrics, and escalation paths to maintain SLA compliance and an excellent enduser experience.

Key Responsibilities
  • Lead, coach, and develop a team of Level 13 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 highimpact 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 longterm 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
  • 35+ years of experience in an MSP or similar managed services environment, including prior handson 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 nontechnical 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 highvolume MSP environment