Service Desk Manager

Job description

About Netrio Netrio is a leading MSP in North America, specializing in IT solutions for mid-market to enterprise customers. We serve over 1,000 clients across industries with services including managed IT, cybersecurity, cloud, connectivity, voice, and custom application development. About the role: The Remote Services Manager is responsible for the performance, customer outcomes, and operational execution of a designated regional service delivery team within a global MSP environment. This role owns regional service delivery, ensuring alignment to company standards, customer contractual obligations, and global operating models. This position is accountable for team performance, service quality, SLA adherence, and continuous improvement, while partnering across global leadership, engineering, and platform teams. The role is designed to grow with the organization and may expand in scope over time. What you'll do: 1. Service Delivery & Customer Outcomes 2. Team Leadership & Performance Management 3. Operational Execution & Workflow Management 4. Capacity Planning & Staffing 5. Continuous Improvement & Process Optimization 6. Technology & Automation 7. Cross-Functional Collaboration 8....