IT Service Desk Manager (MSP) Overview:

We’re a growing Managed Services Provider (MSP) based in New Jersey, delivering end-to-end IT support and technology solutions to businesses across multiple industries. We’re looking for an experienced IT Service Desk Manager (MSP) to take ownership of daily support operations and lead a high-performing technical team.

This is a great opportunity for someone with a solid technical background and prior MSP leadership experience who’s ready to step into a strategic, people-focused management role.

What You’ll Do:

  • Manage daily operations of the service desk, ensuring timely resolution of client issues
  • Assign and review service tickets, enforcing SLAs and keeping documentation up to date
  • Oversee high-priority escalations and enforce internal processes for resolution
  • Collaborate with the Director of IT and CEO on reporting, KPIs, and process improvements
  • Generate and analyze help desk, phone system, and client environment reports (daily, weekly, monthly)
  • Schedule and coordinate technician site visits in partnership with the dispatcher
  • Maintain and manage technician schedules in the PSA/ticketing system
  • Supervise the Help Desk Coordinator and promote a culture of accountability, responsiveness, and continuous improvement

What We’re Looking For:

  • Prior leadership experience in an MSP service desk or help desk environment
  • Deep understanding of IT support workflows and service delivery best practices
  • Proficiency with PSA platforms (e.g., ConnectWise, Autotask, or similar)
  • Strong organizational skills and attention to detail
  • Ability to produce and interpret performance and operations reports
  • Excellent communication and team leadership skills
  • Hands-on technical experience and a proactive problem-solving mindset

What We Offer:

  • $95,000 – $105,000
  • Health, Dental, and Vision Insurance
  • 401(k) with 4% employer match
  • Hybrid work-from-home schedule (eligible after 90-day onboarding period)
  • Certification reimbursement and support for professional development