The IT Helpdesk Manager – MSP will join a thriving and rapidly growing Cloud/Managed Service Provider that serves SMBs across the United States. As a leading MSP based in Morganville, NJ, we pride ourselves on delivering cutting-edge IT solutions and exceptional client service that sets us apart in the industry. Our commitment to innovation, reliability, and customized solutions allows us to support a diverse range of clients across various sectors, including finance, healthcare, legal, and manufacturing.
At our company, we believe in fostering an environment that encourages professional growth and development. Our team members benefit from growth incentives, performance bonuses, and opportunities for career advancement. We prioritize work-life balance, ensuring that our employees can thrive both personally and professionally. Joining us means becoming part of a dynamic team that values your expertise and invests in your success.
IT Helpdesk Manager – MSP Summary:
- Leading and mentoring a team of skilled IT professionals to deliver exceptional support services.
- Establishing and optimizing Helpdesk procedures and workflows to ensure efficient operations.
- Serving as a pivotal point of contact for escalated technical issues and providing guidance for effective resolution.
- Collaborating with cross-functional teams to address client needs and deliver high-quality solutions.
- Developing strategies to enhance Helpdesk performance, drive continuous improvement, and ensure client satisfaction.
- Generate daily, weekly, and monthly reports for the Help Desk and phone system.
- Create on-demand client health and asset reports as needed.
- Review service tickets to ensure proper assignment to technicians.
- Monitor tickets to ensure they meet SLA requirements and are updated every 24 hours.
- Review high-priority tickets and ensure they are escalated internally according to the Escalation Policy.
- Schedule technicians and collaborate with the dispatcher to coordinate regular on-site visits.
- Manage technician schedules within the ticketing system on a daily basis.
- Oversee ticket management, reassigning tickets when technicians are unavailable or working on-site.
- Coordinate resources to ensure technicians are adequately supported for help desk tasks and on-site visits.
- Follow up with clients regarding technician compliance and address any concerns.
- Ensure technicians check in and out at client sites, and that all time and details are accurately logged in service tickets before leaving the site.
- Collaborate with senior technicians on project work, including planning and scheduling.
- Use BrightGauge to create client-specific reports for Help Desk and management use.
- Possess a basic understanding of the Network Detective Tool for generating monthly cybersecurity reports and addressing remediation tasks.
IT Helpdesk Manager – MSP Requirements:
- 2+ years previous Managed & Cloud Services Experience
- Knowledge of Ticketing Systems and Monitoring Software such as ConnectWise
- Tier II/III technical knowledge required
- Experience directing challenging technology issues
- Knowledge of Windows and Servers, Active Directory, Exchange On-Prem and M365
- 2+ years of experience Managing a Service Desk
- Leadership or Strong Sense of Management
IT Helpdesk Manager – MSP Benefits:
- Salary $75,000- $85,000 (dependent on experience)
- Healthcare, vision, dental – Blue Cross Blue Shield
- Work From Home opportunities
- Team oriented company culture with frequent outings
- Free parking!
- Certifications Reimbursements + Salary increase upon completion and a review
