Since our founding in 1997, we have become a premier name in the IT services sector. For almost three decades, we have dedicated ourselves to supporting small to medium-sized businesses across the Northern New Jersey area.
With a comprehensive range of services including cloud computing, networking, IT consulting, and cybersecurity, we have committed to modernizing our clients’ infrastructures.
Due to increased revenue, we are seeking a dynamic IT Service Desk Manager (MSP). The ideal IT Service Desk Manager (MSP) candidate will have outstanding leadership, communication, interpersonal, and customer service skills, along with advanced knowledge of IT management practices and strategic planning.
The IT Service Desk Manager (MSP) should have experience using ConnectWise.
Previous MSP experience is required for this position.
IT Service Desk Manager (MSP) Primary Responsibilities :
- Team Leadership : Supervise, train, and evaluate the help desk team. Assign tasks, establish performance metrics, and guide team operations.
- Operational Excellence : Manage day-to-day handling of service requests, ensuring efficient logging, adequate information gathering, accurate prioritization, and resolution within SLAs.
Monitor and balance team workloads.
- Support & Escalation : Guarantee consistent support coverage. Handle technical escalations and oversee client communications.
- Continuous Improvement : Evaluate and enhance help desk procedures for increased efficiency and client satisfaction. Oversee the maintenance of the client knowledge base.
Prepare team development strategies to promote growth and exceptional service delivery.
- Reporting & Analytics : Conduct quality assurance, track KPIs, present findings to senior management, and recommend operational enhancements.
- Customer Engagement : Ensure effective communication with clients, manage client expectations, and monitor client feedback.
- Security & Compliance : Uphold security protocols and alert management to potential risks.
IT Service Desk Manager (MSP) Benefits :
- Health, Dental, and Vision Insurance
- PTO + Paid Holiday
- Reimbursement for Certification
- Growth path into Senior Management
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