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

•      Ensure consistent delivery against SLAs, KPIs, and customer contractual obligations

•      Drive high-quality customer experience including responsiveness, communication, and resolution ownership

•      Act as escalation point for high-impact customer issues and service concerns

•      Monitor customer sentiment, escalations, and at-risk accounts; implement corrective actions

•      Partner with Customer Success and Account Management on service reviews and improvement plans

2. Team Leadership & Performance Management

•      Lead a team of Supervisors, Leads, and/or individual contributors within a defined region

•      Conduct regular 1:1s, coaching, and performance management including annual reviews

•      Own hiring, interviewing, and onboarding for the regional team

•      Establish clear accountability for ticket ownership, updates, and resolution standards

•      Drive a performance culture aligned to metrics: SLA, backlog, utilization, and CSAT

•      Identify and develop high-potential talent; address underperformance proactively

3. Operational Execution & Workflow Management

•      Own day-to-day service operations including queue health, priority response (P1–P4), ticket flow, and escalation paths

•      Ensure adherence to global service desk standards and processes (ITIL-aligned)

•      Drive consistency across shifts, including after-hours and weekend coverage

•      Own shift transition quality and cross-region handoff protocols within the follow-the-sun model

•      Ensure ticket state, priority, and context are maintained as tickets move across time zones and teams

•      Serve as primary escalation contact during the regional coverage window

4. Capacity Planning & Staffing

•      Identify staffing needs based on demand, ticket volume, and service complexity

•      Partner with leadership on headcount planning, workforce distribution, and cost-efficiency tradeoffs

•      Balance capacity vs. demand to optimize service levels; adjust for trends, seasonality, and major initiatives

5. Continuous Improvement & Process Optimization

•      Identify inefficiencies in workflows, ticket handling, and escalation patterns

•      Lead initiatives to reduce backlog, improve MTTR, and enhance service quality

•      Maintain and contribute to knowledge base standards — accuracy, coverage gaps, and team contribution

•      Implement structured review cadences (daily/weekly/monthly) for performance tracking

•      Apply frameworks such as ITIL, Theory of Constraints, and continuous improvement methodologies

6. Technology & Automation

•      Partner with platform and tooling teams on PSA/ITSM optimization and RMM integration improvements

•      Contribute to automation and AI initiatives including ticket routing, alert management, and knowledge management

•      Drive adoption of new tools and processes within the regional team

7. Cross-Functional Collaboration

•      Work closely with Engineering (L3/Projects) for escalations and root cause analysis

•      Coordinate with NOC and alert teams for event-driven workflows

•      Partner with Customer Success and Sales on client alignment and expectation management

•      Support client migrations, onboarding/offboarding, and platform transitions

•      Participate in global manager coordination cadences to ensure operational consistency across regions

8. Reporting, Metrics & Accountability

•      Track and report on SLA attainment, MTTA/MTTR, backlog and aging, utilization, and CSAT

•      Use data to drive decisions, accountability, and continuous improvement

•      Present performance insights to leadership with clear action plans

Qualifications

Experience

•      5+ years in MSP, IT service delivery, or service desk environments

•      3+ years in a supervisory or lead role managing technical teams

•      Experience in a multi-tiered support environment (L1/L2/L3)

•      Demonstrated experience building or documenting processes from the ground up

•      Experience with shift-based or 24x7 support operations preferred

•      Global or multi-region support experience a plus

Core Competencies

•      Strong operational leadership with a clear accountability mindset

•      Ability to manage through metrics, data, and KPIs

•      Customer-first approach with proven ability to manage escalations effectively

•      Experience with ITSM/PSA tools (e.g., ConnectWise Manage, ServiceNow, Zoho Desk)

•      Solid understanding of ITIL frameworks and service management best practices

•      Ability to lead change and build structure in fast-paced, evolving environments

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.