IT Helpdesk Manager (MSP)
We are a leading Managed IT service provider dedicated to delivering innovative and reliable IT solutions. Our team is committed to excellence and customer satisfaction, ensuring robust, secure, and efficient IT infrastructure for our clients.
We are seeking an experienced and energetic IT Helpdesk Manager (MSP) to join our team. The ideal candidate will have a strong IT background, extensive experience with ConnectWise, and the ability to manage and prioritize service tickets of varying severity and complexity. This role requires excellent communication skills, leadership capabilities, and a commitment to efficient ticket resolution.
IT Helpdesk Manager (MSP) Key Responsibilities:
- Oversee daily operations of the service desk team.
- Utilize ConnectWise to track, manage, and prioritize service tickets.
- Assess the severity and complexity of incoming tickets and delegate tasks accordingly.
- Ensure timely and efficient resolution of service tickets.
- Maintain high levels of communication within the IT team and with clients.
- Follow up on open tickets to ensure progress and resolution.
- Develop and implement service desk policies and procedures.
- Monitor and report on service desk performance metrics.
- Provide training and support to service desk staff.
- Foster a positive and collaborative team environment.
IT Helpdesk Manager (MSP) Key Performance Indicators (KPIs):
- Ticket Resolution Time: Average time to resolve service tickets.
- First Response Time: Average time to respond to new service tickets.
- Customer Satisfaction: Client feedback and satisfaction ratings.
- Ticket Backlog: Number of unresolved tickets over a specified period.
- Team Productivity: Number of tickets resolved per team member.
- Communication Efficiency: Effectiveness of communication within the team and with clients.
Location: Manhattan, NY
Salary: $100,000 – $120,000
Benefits:
- Health Insurance
- Monthly, Quarterly, and Yearly bonuses
- 401(k) plan
