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Remote Service Desk Manager Jobs (NOW HIRING)

Fortress SRM LLC

Service Desk Analyst I

Independence, OH · Remote

$21 - $28.75/hr

The Service Desk Analyst is responsible for providing high-quality, reactive technical support to ... Provide remote support to managed services customers using remote monitoring and management (RMM ...

Terrestris LLC

Service Desk Technician II

Washington, DC · On-site +1

This position is remote/hybrid; candidates must be willing to work on-site when required. This ... Manage user accounts and provide Help Desk Administration and User Support through the Service Desk.

New

iT1

Service Desk Technician I

Our Managed Services team is the forefront of our services organization, and this role will be ... Troubleshoots remote access connectivity problems. * Demonstrates and actively promotes an ...

GuideIT

IT Service Desk Associate- Part-Time

Plano, TX · On-site +1

... management and allowing rapid, proactive response to change. We are looking for a Part-TimeIT ... The IT Service Desk Associate role is a fully remote position working a Monday and Tuesday daytime ...

Dine Development Corporation

Help Desk Manager

The Help Desk Manager/Administrator will oversee Tier II and Tier III support for the Geospatial ... Experience in DoD environments, Service Desk tools, and ITIL practices. * Strong knowledge of ...

Insight Global

Service Desk Analyst

Atlanta, GA · Remote

$17 - $20/hr

REMOTE - but must be local to Georgia Required Skills & Experience - Must be LOCAL to the state of ... This position alerts SD management and staff resources to provide rapid responses to incidents ...

New

SAIC

Service Desk Agent

KY · Remote

$40K/yr

Job ID: 2613230 Location: Remote Work, KY, US Date Posted: 2026-06-02 Category: Information ... Creates and maintains case management records of daily problems and remedial actions taken, or ...

The State of Arizona

SERVICE DESK ANALYST

Phoenix, AZ · On-site +1

$25/hr

SERVICE DESK ANALYST Job Location: Address: Arizona Department of Veterans' Services 4141 N ... Remote work is a management option and not an employee entitlement or right. An agency may ...

Toptal

Director, Service Desk - US-Based

... Managed Services Provider (MSP) environment. This role will redefine traditional support delivery ... This is a remote position. We do not offer visa sponsorship or assistance. Applicants must be ...

Serigor, Inc.

CAPPS Service Desk Analyst (Remote)

Austin, TX · On-site +1

$20.25 - $27.75/hr

CAPPS Service Desk Analyst (Remote) Location: Austin, TX Duration: 12 Months with possible ... Maintaining technical documentation and knowledge management repository. * Collaborating and ...

New

Aretec Inc

CBP Technology Service Desk

Ashburn, VA · Remote

Remote Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and ... Service Desk (TSD) . This role serves as a 24x7x365 centralized Point of Contact (POC) for external ...

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$36.5K

$94.5K

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

As of Jun 7, 2026, the average yearly pay for remote service desk manager in the United States is $94,518.00, according to ZipRecruiter salary data. Most workers in this role earn between $71,000.00 and $112,500.00 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 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 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 are the key skills and qualifications needed to thrive as a Remote Service Desk Manager, and why are they important?

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.
More about Remote Service Desk Manager jobs
What cities are hiring for Remote Service Desk Manager jobs? Cities with the most Remote Service Desk Manager job openings:
What states have the most Remote Service Desk Manager jobs? States with the most job openings for Remote Service Desk Manager jobs include:
What job categories do people searching Remote Service Desk Manager jobs look for? The top searched job categories for Remote Service Desk Manager jobs are:
Remote Service Desk Manager jobs near you
Infographic showing various Remote Service Desk Manager job openings in the United States as of May 2026, with employment types broken down into 100% Full Time. Highlights an 100% Remote job distribution, with an average salary of $94,518 per year, or $45.4 per hour.

Service Desk Analyst I

Fortress SRM LLC

Independence, OH • Remote

$21 - $28.75/hr

Full-time

Posted 14 days ago

Job description

The Service Desk Analyst is responsible for providing high-quality, reactive technical support to managed services customers. This role serves as the first point of contact for inbound service requests and incidents, delivering timely troubleshooting, resolution, and escalation in accordance with established service desk procedures. The Service Desk Analyst operates in a 24×7×365 environment on a rotating schedule to support continuous operations.

Key Responsibilities

  • Deliver exceptional customer service and technical support via inbound phone calls, tickets, and remote sessions.

  • Diagnose, troubleshoot, and resolve end-user issues related to:

    • Windows domains and workgroups

    • Windows networking (mapped drives, shared folders, printers)

    • Active Directory user account creation, modification, and access management

    • Microsoft Exchange (on-premises and hosted), Microsoft 365, and Google Workspace

    • Microsoft Office applications

    • Windows and macOS operating systems

    • Third-party applications, coordinating with vendor support as needed

  • Provide remote support to managed services customers using remote monitoring and management (RMM) tools.

  • Accurately document all work performed, including time entries, troubleshooting steps, and resolution details.

  • Maintain clear and consistent written and verbal communication with customers regarding ticket status and resolution progress.

  • Ensure all tickets include complete and accurate information, including:

    • Problem description

    • Resolution steps

    • End user details

    • Initiation and completion times

    • Customer satisfaction confirmation

  • Adhere to defined escalation procedures and collaborate with senior technicians and engineering teams when appropriate.

  • Support service desk operational metrics, service level objectives (SLOs), and quality standards.

Required Experience & Skills

  • Strong customer service mindset with the ability to communicate technical concepts clearly and professionally.

  • Ability to work independently while also collaborating effectively within a team environment.

  • Comfortable operating in a fast-paced, high-volume service desk environment.

  • Demonstrated problem-solving, analytical, and decision-making skills.

  • Excellent organizational skills with the ability to manage multiple tasks concurrently.

  • Dependable, punctual, and able to work assigned shifts in a rotating 24×7 schedule.

Education & Certifications

Required (one of the following):

  • Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, or a related field

  • Associate degree plus 1 year of relevant professional experience

  • 2 years of relevant professional experience in a service desk or technical support role

Preferred:

  • CompTIA A+ (Must obtain within 3 months of employment)

  • Microsoft certifications (Windows 10/11, Microsoft 365)

  • Active Directory administration experience

Work Schedule

  • Rotating shifts supporting 24 hours a day, 7 days a week operations

  • Specific hours determined based on service desk staffing needs

Physical & Environmental Requirements

  • Frequent sitting with occasional walking and light lifting

  • Ability to grasp, reach, speak clearly, and listen attentively

  • Rare stooping or crouching

  • Visual acuity sufficient for computer-based work

  • Mental requirements include general intelligence, coordination, attention to detail, and verbal and numerical reasoning

  • Work is performed in a temperature-controlled, professional office or approved remote-work environment

  • Regular attendance and punctuality are essential functions of this role



Available Shift: 7:00AM - 5:00PM EST, Saturday - Tuesday